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How Can E-commerce Chatbots Benefit Your Business?

September 21, 2021
The increasing popularity of E-commerce has changed the way marketing works. Gone are the old days when you personally went to buy things for yourself. Today, everything happens at your fingertips. However, in the midst of the convenience and speed of online shopping, one crucial component was missing: the individualised attention offered by a pleasant and helpful sales clerk or customer service specialist in a physical location. This demand can now be filled with E-Commerce website’s chatbots by conversational AI.
 
What Are E-Commerce Chatbots?
 
An eCommerce chatbot is defined as a computer software meant to simulate a conversation with human users over the Internet. Commerce chatbots operate by processing the text you type through an algorithm to determine what you want before responding with an answer based on your keywords.
 
In the realm of eCommerce, chatbots are nothing new. The main reason why chatbots are so popular is that artificial intelligence and machine learning technology are developing quickly. This makes e-commerce AI chatbots more intelligent. You may learn from your previous chats and support your consumers if they need help.
 
How Do Chatbots Work?

Chatbots for eCommerce businesses are often meant to:
  • Complete the buyers' purchases
  • Make product recommendations to buyers
  • Provide customer support and services

There are three different types of chatbots:
  • Rule-based Chatbots
  • Intellectually Independent Chatbots
  • AI-Powered Chatbots

To understand people, these chatbots use Machine Learning, AI, and Natural Language Processing (NLP).
 
Assume a user asks a chatbot, "What is the weather like today in Ahmedabad?" The chatbot divides the statement into Intents and Entities to answer. An Intent is defined as a user's intention to perform an action, make a request, or get information. An entity is a subset of the Intent. It could be a specific location, a specific date, a specific colour, a specific size, a specific flavour, or anything else. Continuing with the same example, the Intent is "Weather." The entities are "Ahmedabad" and "today."

How Can E-Commerce Chatbots Benefit Your Business?

According to data, 55% demand answers to simple product concerns, and 64% of clients expect 24/7 customer service that humans cannot provide. Your customer may want to know more about your products, the prices, services you can offer and may have a few questions that they expect an instant reply to. However, you can not reply instantly every time your customer asks a question online. This is where online shopping chatbots come into the picture! 
 
Let us read how can E-Commerce Chatbots benefit your business?

Reduces Customer Support Costs
How many humans will you hire to provide 24*7 customer services? It becomes a tedious task for your employees and even for you. However, with an e-commerce chatbot at your service, you need not hire so many employees for customer services and all your customers will be managed by this AI-powered chatbot.

Personalization
AI offers limitless customisation potential, which is one of the key advantages. You can utilise chatbots to gather information on the preferences and interests of your visitors. This information can be used for product recommendations and suggestions. You may personalise product pages on your website and increase customer loyalty by understanding the requests of your customers. Since AI eCommerce chatbot stores information and offers limitless potential for your business, you can set up your chatbot in a way that it personalizes products for your customers based on their preferences.

Guidance For Products And Services
Very often, in a range of identical products, eCommerce customers become lost and chatbots can help them make a buying decision. Chatbots can exactly tell your consumers what they want and then route them to the checkout page or tell them about the various ongoing schemes and discounts.

Cart Recovery
How often did you leave your cart because you were concerned about something else? It might be the same with your clients. Not everyone who leaves their carts does it deliberately. In general, abandoned carts don't suggest your clients don't want to buy the goods, but they have forgotten about it. E-commerce chatbots can remind the customers of their deserted carts and transform these carts into a good source of income. Even if these clients do not finally purchase all products, they might at least buy something.

Enhanced Engagement
Consumers are more likely to choose a company they can communicate with. You should, however, be careful not simply to react to their messages and do it swiftly in order to keep your customers interested. You will be 21 times less likely to convert your leads if your response time is over five minutes. You can react instantly with chatbots so that you increase our client participation. With the e-commerce chatbots at your service, you can improve your engagement with your customers, and ultimately turn them into being your loyal customers.

Webmantra has offered various digital services for the past two decades. If you are considering setting up an E-commerce chatbot or wish to know more details about the same, you can get in touch with us right away!