How Chatbots are taking eCommerce to the next level
Online shop sales are increasing from year to year. In not such a distant past a responsive website was a novelty, today it is the standard. This is because we are buying more using our smartphones. New technologies and mobile applications help eliminate and eradicate the reasons for which a sale is not always successful.
Common reasons for an unsuccessful sale include:
– online store website is not compatible with mobile devices
– lack of product information and the desire to compare it with other products
– unwillingness to set-up an account with an online store
– additional questions pertaining to the product
– difficulties with finding products quickly
– difficulties with making payments
Chatbots will help us resolve most if not all of the above issues. In practice, when a customer visits a website, a Chatbot window appears with a greeting. The bot asks the customer whether it can help or advise in some way. A bot of a certain cosmetics company is an example of a very well designed Chatbot. It is helpful, can send videos, photographs and tutorials. On the basis of a photograph sent to it, it can suggest the right color for lipstick or foundation. By typing in the name of a product, users can obtain opinions on the item they are interested in. It can also let users in on secrets (which products are chosen by stars for example).
Artificially Intelligent Chatbots
Chatbots based on artificial intelligence are able to hold a natural conversation with a customer in such a way that the customer does not even suspect they are talking to a bot. The entire process is automated, reducing the response waiting time for customers. An additional benefit is that a Chatbot is available on a store website 24/7. When it comes to the e-commerce industry, this is an immensely important factor, as very often customers shop during late evening hours.
An opportunity to talk to an advisor 24/7 definitely generates customer trust and does wonders for the company’s image. One of the skills of a Chatbot which works really well in practice is its ability to generate push notifications. This makes it possible to send highly personalized information without bombarding the customer with irrelevant notifications. It is also significant that e-commerce Chatbots can implement appropriate marketing tools and engage the purchaser in real time through various channels, taking them through the entire sales process. And that is why Chatbots are increasingly more often referred to as an exceptionally effective marketing tool, one which saves time.
A Chatbot may be integrated with systems such as: Call Centre, CRM, and ERP. Both the ERP and CRM systems make it possible to disseminate information across entire companies and are used to improve business processes.
Bots integrated with these systems can track orders and delivery schedules in real time. And it is not only in e-commerce that bots are becoming more popular – they are also increasingly used in processes which aim to improve internal business operations.