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eCommerce Voicebot: Top 4 Use-cases to Automate Today

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eCommerce Voicebot: Top 4 Use-cases to Automate Today

eCommerce today needs tools that get work done at lightning speed. An eCommerce voicebot is the quickest way to deliver pleasing experiences. Read now!

It’s high time for digital eCommerce brands to be on their top game to survive in a highly saturated market. There are eCommerce websites popping up on every corner of the internet, so what is it that sets you apart?

Today, online shopping is more about just selling. It trickles down to the experience you deliver.

And when it comes to stepping user experiences up a notch, conversational AI can be your top horse. More precisely, an eCommerce voicebot.

According to a Gartner study, 70% of white-collar workers will interact with conversational platforms on a daily basis by this year. This isn’t really surprising. Consumer expectations are changing, and today’s shopper expects speed, convenience, and personalisation across channels. For the retail sector, conversational AI like eCommerce voicebots is a powerful way to deliver this.

Know the basics:

Top 4 use cases of an eCommerce voicebot for thriving businesses

Studies show that 51 per cent of consumers say a business needs to be available 24/7. With voicebots, their needs can be catered to efficiently and promptly. 

A voicebot is equipped with AI technologies like ASR and NLP to understand what is it precisely a user needs at any hour of the day. With higher user intent and context understanding, a voicebot can swiftly either provide relevant solutions or hand over chats to available live agents. 

So, what are some of the top use-cases and functions you can automate with a voicebot in your eCommerce business? 

1. Answer FAQs related to order status, refunds, returns 

Most eCommerce businesses deal with frequent order-related questions. “Where is my order?” is the most common, making up about 40% of all customer support queries. More often than not, eCommerce users are also worried about their stuck payments, failed transactions, refunds, exchanges, returns etc. All types of incoming eCommerce FAQs, you name it – and voicebots can handle them with ease, saving precious time and resources.

Among the other issues, eCommerce use voicebots for store locations, explaining product features, and identity verification procedures. Each of the user journeys for these use cases can be handled by a voicebot.

2. Avail product discovery at scale

I think we all agree that most eCommerce websites are cluttered with hundreds and thousands of products shelved into lengthy, and often confusing categories.

Imagine a user wanting to buy formal red leather shoes but when they visit your website, they need to scourge through Men’s fashion>Shoes>Formal shoes>Formal leather shoes and then finally formal red leather shoes. (PHEW!)

It’s incredibly daunting! 

With an eCommerce voicebot, you can reduce the product discovery time by less than half and avail filtered options to your users effortlessly.

3. Bill and collect payments swiftly

You might not know it, but a big chunk of cart abandonments probably occur at your website’s checkout page. The thing is, when the user is about to convert and is at the very last stage of their buyer journey – things ARE critical. 

A single inconvenience can be one too many for a user who is impatient and wants to complete their purchase ASAP. One roadblock, and whoosh – they are on to a rival website. In fact, in 2021, almost 80% of online shopping orders were abandoned.  

Use-case in question: Fast payment collection reduces cart drop-offs

Your voicebot can trigger a workflow every time a user abandons a cart. It can send mobile push notifications and give a call to the user requesting them to explain the hold-up to offer the best solution to it. Now, if a customer abandoned a cart because they weren’t sure how to make the payment, the voicebot will quickly decode the user intent and walk the user through the various payment options available. It can then follow up by sending a payment gateway link to the user.

Related readings:

4. Scale strategically with constructive criticism

In a market as competitive as eCommerce, in which users are smothered with choices at their disposal, the only way to grow is by…listening. 

Feedback is pivotal. Possibly more in an industry like eCommerce where customer testimonials, feedback, and reviews often make or break a deal.

Listen to your users through a voicebot that can work to timely collate user experiences over a course of time. AI’s smart analytics can help you visualise and measure the aftermath of experiences you render through metrics like CSAT, resolution rate, FRT, ART, etc.

Track and read between evolving user behaviour, demand spikes and lows, most commonly occurring hitches, and buyer process gaps to build a strategically sound future.

How do voice bots help you build and nurture customer relationships?

Let’s take a deeper dive into some ways that voice bots can enhance the consumer experience in retail.

When it comes to customer support, speech is the quickest way to resolve issues. With automated scripts and flows, Voice AI can increase customer satisfaction without losing time.

At other times, Voicebot can make self-service interactions quicker. This helps to deliver the interactions that customers demand. They can reach the answers that they need in as few iterations as possible. Multiple integrations also mean speed and convenience, as consumers need not explain their issues at every point of contact.

ML-driven voicebots can increase personalisation through tailored recommendations. Customers can be seamlessly directed toward products they have an affinity for. Harnessing customer data further equips retailers to handle future interactions.

Voicebots also provide omnichannel experiences across buyer touchpoints. Retailers are waking up to the power of an omnichannel strategy: a PWC study found that the number of companies investing in the omnichannel experience has jumped from 20% to more than 80% since 2020. With voicebots, they can offer a consistent experience across eCommerce contact centres, email, customer-facing websites, social media, apps, and even in-store interactions.

As we’ve seen, voice technology for retail is quick, efficient, and consistent. The effect of this on the consumer is to create and build strong relationships and brand loyalty.

Verloop.io – The voicebot your eCommerce store needs for happier, more satisfied customers

Voicebots today are built and used as competitive advantages in big-rush markets like eCommerce. 

Voice by Verloop.io is trained on state-of-the-art automatic speech recognition (ASR) and natural language processing (NLP) to present you with a simple-to-deploy yet electrifying voicebot that’s the quickest way to reach your customers’ hearts!

To find out more about how to use voice technology for retail to create a delightful, forward-facing experience, do get in touch with us.

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