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Drive to Reimagine

11 ways chatbots for eCommerce can boost sales, support, and lead generation!

Engati Team
.
Feb 29
.
9-10 mins

Table of contents

Key takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology

The eCommerce market has become the need of the hour and is expanding fast. With the rising user demand, it has become essential to maintain the uninterrupted flow of services around the clock. Catching up with the growing needs of buyers is one of the most important trends in the online commerce market.

Worldwide ecommerce sales
Worldwide eCommerce sales (Image source: Shopify)

When companies realised that they are finding it difficult to fulfill the growing needs of the customers and adapt as per them, they switched to automation.

As a result, we now have AI chatbots that can amplify customer-driven and customer-centric practices through conversational chatbot marketing.

5 reasons why your eCommerce business needs a chatbot

Conversational AI can have a range of benefits for your eCommerce store. Here are some of the main ones:


  • It enables a 2-way communication with the customer. It doesn’t just tell them things or guides them, but also learns from them, hears their questions, and builds a relationship.
  • The conversational bot interacts with 2 to 5 times more customers than previously possible over email.
  • Stores using conversational commerce, in the right way, are increasing annual revenue by 7 to 25%.
  • It opens up new channels to drive sales - rather than being limited to your website, you can now display your catalog, make sales, and collect payments over WhatsApp, Messenger, Telegram, and 10+ other touchpoints.
  • Your bot allows you to send content and promotional messages on the touchpoints your customers spend the most time on, creating a powerful omnichannel engagement strategy.

How do chatbots add value to eCommerce websites?

Have you ever wonder what the leading cause of cart abandonment is? It’s unanswered questions.

According to Forrester, 53% of online shoppers will abandon their carts if they do not receive instant answers to their questions.

This means that simply offering email support won’t cut it anymore. And they’re defintely not going to wait on hold over a phone call. Your customers need answers as soon as the question arises. Now, you can’t overload every webpage with every single detail about the product and your policies. Your best bet is to deploy a website chatbot that can answer these questions.

This brings you even more value when your bot has a live chat system integrated with it. Now even your customers’ most complex queries can be answered in real-time, saving more carts than ever before.


Why your business needs AI-powered systems

Today, many eCommerce giants rely on AI and ML to understand the buying pattern of millions of users. This helps them build a successful marketing campaign and pitch products to the buyers accordingly.

In fact, this kind of growth in eCommerce represents that people have shifted towards such tech-based AI platforms.

Check out the demo video of Engati's eCommerce platform here to know more about conversational chatbot marketing!

How to build eCommerce chatbot flows

The first thing you need to do is decide your bot’s goal. Do you want it to provide customer support? Maybe you want it to act as a catalog for your products on other touchpoints like WhatsApp, Telegram, and Messenger. Or, perhaps you’d like to use it to drive sales over these channels. Whatever your goal is, it needs to be clearly defined.

After doing that, you’ll need to gain a deeper understanding of your users, their needs, wants, and the issues they face.

Now you get into building the actual flow for your eCommerce chatbot. Engati’s low-to-no code visual chatbot flow builder makes this a breeze. 

Here’s an article that gives you a deeper understanding of how to build chatbot flows.

Pro tip:Give your bot a personality, your customers will love it!


11 ways how chatbots can supercharge sales and support for your eCommerce store

1

Personalizes your services

AI chatbots remember the past interactions of the users, and use them further to customize the future conversations. Moreover, bots can keep the focus on customers while promoting the products or services. Plus, by personalizing the services, you boost the engagement rate, and also save the time of customers by promoting relevant products. Check out this article to learn more on building effective personalized strategies.

2

Records real-time interactions

AI chatbots enable eCommerce businesses to get hands-on real-time user interaction. This information can be analyzed to improve the services as per the user input. The instant access to critical data reduces the operation cost, and also maximizes the efficiency and functioning of a business.

3

Allows customer executives to focus on complex tasks

As chatbots can handle 80% of the repeated queries of the customer, they can help customer care executives to keep the locus of support to solve complex queries. By addressing complex queries with priority, you can win more customers while reducing the operation cost.


4

Provides fast, reliable and cost-effective customer support

According to a report by slicktext, more than 50% of customers expect businesses to be open 24/7. Chatbots remember user interactions and queries. They are available 24X7 and they respond instantly.

eCommerce businesses that can't maintain instant support tend to shut down because competitors were operating and providing support 24/7.

With instant support and two-way communication, bots can establish a real connection with the users.

AI-powered chatbots can answer 80% of the repeated customer queries. And, in case it fails to address the issue, it will instantly transfer the query to a live chat agent. A bot can tell users about the offers and benefits of paying online.

Almost every eCommerce website offers FAQs, customer reviews, and a questions section. These are essentially designed to clear the clutter that a buyer might encounter while making a purchase.

Bonus:Here are 7 ways to improve eCommerce customer retention

5

Empowers you to diplay your catalog across multiple channels

If your customers realize they need to make a purchase while they're using another app, wouldn't it be better if they could make that purchase from you, directly over that app?

Opening your website or app can feel like too much effort, they don't want to switch across platforms. Luckily, you don't need them to.

By deploying a chatbot on WhatsApp, Messenger, Telegram, and 10+ other touchpoints, you empower them to browse your catalog and make purchases directly over the platform they're already using.

It reduces customer effort and gives them an omnichannel experience.

6

Act as the perfect knowledge base

The process of educating customers with necessary information is easy with AI based chatbots. For example, when a customer selects a specific product, the bot will offer one-touch access to the FAQ section within the chat screen. Moreover, if customers require additional information, the chatbot can take in the input and present the required information within seconds.

As a result, the interaction between the eCommerce chatbot and its users simplifies the buying process, thus boosting engagement rate and sales.

7

Generates sales with story-telling

Storytelling is a pure form of art. When infused with an AI eCommerce chatbot, it can help connect brands with customers. This ultimately enhances the engagement rate once AI chatbots master the conversations by learning from user inputs.

In a way, eCommerce businesses don’t just sell products to their customers. Instead they educate them about the product and keep it alive in their memory. They engage visitors using interactive tools, such as Images, gifs, videos, and audio. Which ultimately leads to more engagement with the brand as the chatbot grasps your customer's attention more effectively.

8

Rich analytics to drive further sales

In eCommerce, there is nothing more valuable than interested buyers. These buyers mark their favorite products on the website. Either they make an instant buyer decision or they abandon their carts and wishlist section in cold state for months. As a result, millions of products don’t reach the customers.

Fortunately, AI bots are changing this practice altogether. A bot can understand the requirements of the visitors by analyzing the products in their carts and wishlist. Further, bots can recommend better products to users. This can result in the growth of the customer base as well as an increase in sales.

9

Drives lead generation and email marketing

AI bots can engage with users with the help of automated trigger emails and instant responses. Moreover, eCommerce businesses can take advantage of chatbots for persuading customers to fill up forms and collect the data.

Your eCommerce chatbot can collect lead information in a range of ways, ranging from capturing data directly in the conversation flow or even allowing customers to fill forms natively in the bot.

10

Collects feedback

There are two ways an eCommerce business chatbot can get the feedback of the customers.

First is via reviews and the other is via web forms. If a business puts too much focus on collecting manual reviews then sooner or later they will realize that it is not cost-effective. This process is, in fact, too time-consuming. Hence, very few customers post their genuine reviews.

On the other hand, in case of the delivery of the defective product, a customer makes sure to post the bad review.

Bad reviews hurt the business and that’s why there’s a need to enhance the customer experience. Via AI chatbots, eCommerce businesses can trigger the feedback collection process as per the defined time. Then a bot can get the feedback of the users while interacting and sympathizing with them. And, assuring them that their issue has been transferred to the concerned team in real-time.

This way, you can reduce the impact of bad marketing via AI chatbots. Instead, the chance is that people may promote your platform as the most reliable one among their friends and family members.

11

Provides metrics

When most people think of AI powered chatbot they consider it as a conversational interface. But, when utilized correctly, they can act as a goldmine.

Right user metrics can do wonders to your business. But, traditional tools fail to fetch important details regarding the interaction of the website visitors. However, an AI-based eCommerce chatbot can collect exclusive details of the users in real-time like, interaction with products, preferences, what they disliked, and how they responded to the chatbot, etc. When utilized correctly, these user details are no less than a gold mine. They can help eCommerce businesses to enhance the customer experience by improving the services in the right direction.

Explore Engati analytics dashboard.

11 key metrics to monitor on your eCommerce chatbot

According to Applied AI’s report, eCommerce businesses need to keep an eye on these metrics:

  • Total number of users
  • Number of active users
  • Percentage of engaged users
  • Total new users
  • Messages that start a conversation
  • Frequent bot messages
  • Total conversations
  • New conversations
  • Rate of retention
  • Goal completion rates
  • User satisfaction with the chatbot

The three metrics you need to focus on the most

Incoming messages

AI chatbots allow you to get an overview of the total messages sent by the users. This data can help in understanding the engagement of the visitors, and if the conversational flow is intact or not. Businesses look for further categories that help them build a proper conversational flow for better bot performance and user engagement.

Note: If you are getting good website traffic but low bot-visitor engagement rate, then you should consider revising the conversational flow of your bot. If you would like to seek help from Engati, check out our bot marketplace!

Total users

With an AI eCommerce chatbot, businesses can get easy access to information such as, how many users visit the website. This serves to be useful because visiting users don't just add to the traffic but businesses must engage them so they become potential buyers.

Tip: Engati builds chatbots for eCommerce and retail businesses. If you would like to take a look, visit this link!

User stats and session length

In addition to the above-discussed metrics, The user stats section gives businesses a combined list of analytics of user engagement. It displays the duration of the bot-conversation for the average sessions per day, average incoming messages per user, and more.

All this information can work as a goldmine for eCommerce platforms. Moreover, by introspecting the overall performance of the chatbot you can understand the behavior of the website visitors to improve engagement.

Conversational commerce can be used to connect with prospective customers at all stages of the customer journey—from engagement to product purchase—in increasingly personalized ways.
- Emarketer report on Conversational Commerce.

End-to-end support for eCommerce

From sales and promotion pushes, to catalog searches, personalisation, product ordering, payments, order tracking and fulfillment to post-sales customer support and returns - all from a customer's smartphone via a messenger app - for intelligent customer interactions and queries - always available 24x7 and none of the uninstall issues faced by a traditional mobile app. It's easy, it's free to start and it's the future of interactive and conversational eCommerce - it's Engati. Come to experience the future of online retail like no other chatbot platform can provide - with out of the box integrations for your popular eCommerce store software so you don’t have to change a thing.

Is your mobile app strategy in disarray? Do customers frequently uninstall your app? Have you spent large amounts building your app and larger amounts in promoting it, only to deal with uninstall rates of more than 70%? Your answer could be Engati.

2 eCommerce companies succeeding with intelligent chatbots

1

Hola BB

Hola BB, an Amsterdam-based online boutique, sells eco-friendly baby products. They wanted to simplify online shopping, and optimize customer engagements. Hola BB also wanted to scale up from their existing live agent setup.

Using Engati, they were able to create an intelligent chatbot that engages customers in Dutch. They even managed to achieve a two-week time to value for their bot.

The bot currently handles 96.8% of all their customer queries. It was even integrated with Shopify to answer questions about orders and returns.


2

Poppy's

Poppy’s is a major retailer based out of Panama.They chose to drive sales over a WhatsApp chatbot in addition to their website chatbot. They also opted for  Engati Live Chat, combining automation and the human touch.

Their bot provides customers with information about their orders in English as well as Spanish.

Since Poppy’s catalog is frequently updated, it does not make sense for them to waste time manually training their bot on a continuous basis.

Instead, they use our DocuSense technology to reply to customers with answers pulled directly from documents that they upload to their chatbot.

Don't build your bot from scratch

You don't need to do all the heavy lifting. Our starter packs provide you with eCommerce chatbot templates that can be easily tweaked to your requirements.

See how Engati's chatbot templates improve conversational chatbot marketing.


Conclusion

eCommerce chatbot always thrive to delight their customers with an unparalleled experience. But, with traditional tools of engagement, it eventually results in average customer satisfaction.

Good customer experience will always lead to a good customer satisfaction rate. For this, conversational chatbot marketing is coming out to be quite useful.

eCommerce businesses often struggle to with improvising customer experience. This is mainly because unhappy customers are unlikely to return and make a purchase again. Therefore, it’s important to understand if a customer is happy with the services or not. Conversational chatbot marketing opens a door for customers to express what they’re feeling so businesses can understand and empathize with their customers. 

Apart from the business perspective, it’s extremely important to get the feedback of the users. It can help detect the weak points in the chatbot conversation flow that may include incorrect answers, poor conversation design, repetitive responses, and knowledge gaps.

Build your eCommerce chatbot now!

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Engati Team

At the forefront for digital customer experience, Engati helps you reimagine the customer journey through engagement-first solutions, spanning automation and live chat.

Andy is the Co-Founder and CIO of SwissCognitive - The Global AI Hub. He’s also the President of the Swiss IT Leadership Forum.

Andy is a digital enterprise leader and is transforming business strategies keeping the best interests of shareholders, customers, and employees in mind.

Follow him for your daily dose of AI news and thoughts on using AI to improve your business.

Catch our interview with Andy on AI in daily life

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