Check out what is the state of customer support in 2023Learn More
Businesses operating in an eCommerce space offer their customers unparalleled flexibility. Enable a conversational commerce experience where customers can choose, shop and pay just by having a conversation. They bring personalisation and speed to a customer within their arm’s reach, which should reflect consistently throughout a customer’s interaction with the business. Therefore, a versatile tool like an eCommerce chatbot comes to the rescue and takes matters into its own hands!.
With fluctuating customer demands and technological changes, more people prefer to communicate with businesses at the convenience of their fingertips. The scope of eCommerce automation is so broad that by this year, nearly 70% of all conversational commerce will be found in online stores.
In such an atmosphere, an AI-powered tool like an eCommerce chatbot can be used by eCommerce businesses to interact with customers on their websites and social media platforms at every stage of the purchasing process. .
The reason for eCommerce chatbots’ effortless connectivity and reach is these two features.
Natural Language Processing (NLP) – behavioural technology that enables AI to interact with humans through natural language.
Machine Learning (ML) – a subfield of AI that empowers a machine to imitate intelligent human behaviour.
If you want to run a successful eCommerce business at a scale, you need chatbots to maintain and talk to your customer base. It is not feasible today to hire multiple human agents who can provide an instant solution to the large volume of queries your business might get. Therefore, adapting to trends and welcoming an eCommerce chatbot to your business can pay off exponentially, and enrich your business with the following benefits.
The benefits of using the power of AI in chatbots are.
Chatbots are there to serve your customers at any time. They can act as your agent’s right hand and be available even when your agent decides to take a short break, leaving no customers unattended at any cost!
Chatbots can quickly and efficiently respond to your customer. When asked to list the benefits of speaking with a chatbot, 68% of respondents said that getting a speedy response was the best part.
Most businesses believe they generate better leads with chatbots and can drive higher sales by upselling, marketing and leveraging cart recovery alerts. As a result, Juniper Research projects that by this year (2023), chatbots will be used in $112 billion worth of eCommerce transactions..
Simple user questions may be handled by chatbots, freeing up human customer service personnel to tackle more complicated concerns. Additionally, chatbots can manage an infinite number of consumer interactions simultaneously. By the end of 2023, businesses will save approximately 2.5 billion customer service hours and $11 billion.
An eCommerce business chatbot is your go-to innovative tool for meeting customers’ ever-evolving needs.
Let’s find out how!
When you leave customers on your eCommerce website unattended and have them navigate your products on their own; they may leave the site without a clear picture of your offerings. But with an efficient AI chatbot in place, you can see an immediate surge in positive customer experiences, conversions, and sales.
Personalization entails providing a one-of-a-kind shopping experience to each customer in real-time. The best eCommerce chatbots let you speak to your user’s subconscious mind. Personalising your customer’s search with more appropriate options can help you sell more and guarantee your user an integrated shopping experience..
An eCommerce business receives thousands of support requests daily. Without automation, agents are left with many tasks and frustrated customers. High wait times to get in touch with the support team + having to repeat their queries to different representatives are blaring red flags to customers! An eCommerce chatbot messenger can swoop in, respond to the most frequent queries, and let your agents handle the complex ones! .
Let’s hop in to understand this innovative process!
To build a delicious recipe of seamless and effective customer support, you need two ingredients:
1. Natural language processing (NLP) and
2. Machine learning (ML) techniques.
An eCommerce chatbot employs natural language processing (NLP) algorithms to decipher the client’s message and determine its intent when the consumer starts a discussion. With this knowledge, the chatbot may access a list of replies or actions pertinent to the customer’s request.
The chatbot processes and examines the customer’s communication using machine learning. It may gain knowledge from prior interactions and apply it to develop better replies over time using sophisticated ML algorithms.
Then to identify what to say next in a conversation, a chatbot employs a set of predetermined rules and a decision-making tree, this process is known as dialogue management. Chatbots can operate in various ways, including giving an answer, addressing a query, or even carrying out a transaction, depending on the message analysis and decision made by the dialogue management.
Additionally, chatbots may be coupled with other platforms, such as a business’s CRM or e-commerce platform, to access more data and carry out activities like updating customer profiles, confirming the status of an order, or processing payments. In general, e-commerce chatbots are intended to make it quick, simple, and convenient for customers to receive customer support.
You can read more about how chatbots work here.
Now that we’ve known how useful eCommerce chatbots can be let’s dive into
some of the crucial tasks an eCommerce Chatbot can be a helping hand in!
eCommerce businesses likely have the largest product portfolios of any internet business.
When things are divided into multiple categories, users find manual browsing to be relatively ineffective. Chat-based eCommerce lets your customers focus their search by simply chatting with the bot. An eCommerce chatbot can make browsing your catalogue easier on all your social media platforms..
As mentioned earlier, you can communicate with your users’ subconscious minds with eCommerce chatbots.
Conversational Automation Analytics can measure how much time each user spends on each message, what call to action they respond to, what their attention span for particular forms of media is, and heat maps to track which parts of the certain cause “tension” to the sales process because bots break each part of the sales funnel into individual messages.
The best eCommerce chatbots can further personalise the user’s experience by recommending, “Hey, would you also like to look at these strong phone cases to go along with your purchase?” while presenting applicable options.
Your customers want to return a product? Replace it?
Are they asking you to process a return?
With an eCommerce chatbot, you can say goodbye to the day-to-day back, and forth you and your agents usually have with customers. Your smart AI chatbot is prepared to respond and automate such post-sales tasks, whether it’s one of these OR informing your users when they return to check on the status. .
Emphasizing your customers’ needs heavily can increase your profitability by 60%. And once again, a well-designed eCommerce chatbot template can assist you by automatically collecting client feedback after every customer engagement.
How did your service fare with your customers?
Did they enjoy the payment procedure?
Your eCommerce chatbot can gather priceless crucial insights by just interacting with them..
AI-based eCommerce chatbots makes it simple to provide clients with the information they need to know.
For instance, the bot will provide one-touch access to the FAQ area when a consumer chooses a specific product. Additionally, if clients need more information, the chatbot can quickly process the input and deliver the needed details. As a result, the eCommerce chatbot’s user interactions streamline the purchasing process, increasing user engagement and revenue.
What is assessed and acknowledged regularly quickly gets access to improve further.
Behind every company’s success is a team measuring metrics and steering the department towards positive results. In customer service, metrics insights make it simple for support representatives, administrators, team leads, and managers to understand how the team is doing, where they are struggling, and what steps to take next.
To guarantee that your eCommerce chatbot is performing well, you will need to monitor and analyse a few key performance indicators (KPIs). These metrics will help you improve your chatbot’s hit points and provide insights into future user behaviour. These metrics can be classified into four broad categories:
While these are a few chatbot KPIs to consider when measuring its performance, you can conduct a more in-depth analysis of your AI chatbot’s performance.
Pre Built Intents
E-Commerce Brands
industry specific
conversations.
The eCommerce chatbot from Verloop.io increased Nykaa’s engagement by 2.2 times.
For more than 500,000 clients on its app, Nykaa automated customer issues ranging from cancellations, returns, shipping questions, replacement worries, refunds, and payment hassles using eCommerce chatbot templates targeted towards various use cases.
Frontier Markets expanded its reach to more than 500,000 rural Indian households with a dedicated eCommerce chatbot that taught Hindi. The WhatsApp chatbot provided customers with meaningful information and assisted their workforce in managing their workload. Verloop.io’s WhatsApp Chatroom Report was an efficient tool to get to know their clients, and the User Insights tools by Verloop.io helped Frontier Markets structure the query management..
Kanmo Group is a compelling instance of the advantages of having a well-trained multilingual chatbot. 97% of users of Kanmo Group spoke and preferred to communicate with the company in Bahasa over English. Kanmo Group was able to divert 42% of all inbound inquiries from email, which is now the primary support channel. Going Indonesian first not only helped the business direct the customer inquiries to the bot but also allowed its live operators to increase their productivity by up to 42%!.
Water Projects achieved a 50/50 split between generated and qualified leads before deploying Verloop.io. Then, WaterProjects created their bot in Spanish, and customers received all responses to their queries in Spanish. This bot could also simplify the flow of conversations for customers and attract more prospective clients. However, according to its most recent data, Verloop.io has a 94% qualifying rate as Verloop.io’s bot brought in more customers! .
We, at AbhiBus, have been able to follow the “less human intervention, more automation” model with a reduction of 33% of our agents’ time over chat. With Verloop.io’s automation in play, we’ve been able to handle the larger volumes of customer queries coming in too.
The bot is fast from a response standpoint, because that’s what customers want. Using Verloop.io, we’ve managed to reduce our ART by almost 80%
WhatsApp’s Business APIs allow me to interact with all my customers from a single number. I can also build a Verloop.io chatbot on top of it to automate my conversations.
More and more customers are preferring self serve over calls to agents. Understanding customer’s concerns/context is the key to an efficient self serve. We have been collaborating with Verloop.io to drive this mission and have come a long way. We are confident of building state-of-the-art experience where a lot of customer problems would be solved instantly over chat.
Your reply and action has been very prompt, and I appreciate your promptness in addressing customer concerns. Keep up the good work!
Of course, the first response time has improved. So has the handling time for chats. I also have more visibility on all interactions between agents and customers. This allows me to control agent bandwidth, in terms of the number of chats. I have more data for everything customer related, so that helps us a lot.
Being Bahasa-first has helped us manage the influx of conversations considerably as customers were able to help themselves better
We use Verloop.io to send Proactive Messages to which we want users to reply. Because we know Verloop.io has an excellent way to build customer journeys to streamline the communication
When our customers visited our website, one of the first actions they took was to head to the chat interface. The difference between the platform we used and Verloop.io was day and night. Our Sales Team loves Verloop.io.
Verloop.io’s powerful FAQ features were accurate enough to rival real-time human support; customers gave the bot identical CSAT scores – over 90% on average.
ADIB ChatBanking is a step in the direction of ADIB’s overall vision of ensuring customers can bank anywhere, anytime, in the language of their choice without any hassles. While the Bot is Emirati first; it is created keeping in mind that the UAE is a melting pot of cultures and matches the fast pace of the region and we have seen a tremendous adoption among users and experienced a surge in the usage across our demographics.
