Running an online store means striving for ever-greater customer satisfaction. Conquering customers means a better conversion rate, higher customer lifetime value (LTV) and a brand image that will make your competitors swoon! An e-commerce chatbot can help you achieve these goals at a fraction of the cost, and with ease of installation. This innovative tool enhances the user experience and enables you toautomate certain tasks. It helps you increase sales and deliver exceptional customer service. Ready to transform your online store?
Examples of what an e-commerce chatbot can do
Consumers who are used to shopping on e-commerce sites often have many questions to ask before making their choice. Installing a chatbot on your online sales site can help answer these questions, and thus make the purchasing process smoother. Here are just a few examples of what this virtual assistant can do:
- Chatbot FAQ for visitors: A conversational bot dedicated to your company’s frequently asked questions answers the questions frequently asked by visitors to your site. Thanks to the immediate satisfaction of their needs, they are more inclined to make a purchase. A FAQ chatbot can, for example, provide information on delivery costs and times, the different payment options you offer, the products available on your e-shop, restocking in the event of stock shortages, etc.
- Chatbot FAQ for customers: Your existing customers need to be pampered to remain loyal to your brand. An e-commerce chatbot can serve as after-sales support and facilitate common processes such as parcel tracking, invoice downloads, returns conditions, etc.
- Chatbot shopping assistant: A conversational bot can transform the online shopping experience by offering personalized assistance to your customers. In particular, a chatbot can help with product searches, ideal for sites with large catalogs. It can also suggest complementary products to increase the number of shopping baskets. You too can set up direct payment in the chatbot to simplify the process. Customers can also easily renew a previous order with the help of the bot. Finally, the bot highlights special offers and current promotions.
These features improve customer satisfaction and free up time for your teams, while boosting sales. Who can beat that?
Automate a large part of your customer service with an e-commerce chatbot
You know how time-consuming after-sales service can be for online retailers! Handling all the recurring customer questions can quickly become a tedious task, preventing your teams from being efficient. Fortunately, you can automate a large part of your customer service and after-sales service with a chatbot.
At Botnation AI, we’ve developed the solution for you. An e-commerce chatbot configured in just a few minutes to combine innovation and productivity. How does it work?
Start by centralizing all the questions your customers repeatedly ask your service staff in a spreadsheet file. For each question, write down the best possible answer. You only need to do this once to get a high-performance conversational bot. It’s easy, and will save you a lot of time in the future!
Once your file is ready, Botnation’s Smart AI technology allows you to create a FAQ chatbot in less than 5 minutes:
- Import your Q&A file into the Botnation interface.
- Let AI analyze it and program a custom chatbot for your e-commerce site. The chatbot is automatically configured to answer questions with your predefined answers.
That’s all there is to it! Your bot is ready. All you have to do is connect the Botnation platform to your site, and it’s ready for your customers.
By automating your after-sales service with a chatbot, you reduce your teams’ workload. You save time and money, since you need fewer staff to handle routine requests. The chatbot is always available to answer customer questions, at any time of the day or night. Your employees focus on more complex and rewarding issues. Their well-being at work and productivity improve. Good for them, and great for you!
Increase your online store’s sales with a chatbot
A well-configured e-commerce chatbot takes the load off your after-sales service, but not only! It can also help you boost your sales significantly. Are you interested? We’ll show you how.
Your conversational bot is a formidable sales assistant. On its own, it can play the role of an internal search engine. It helps your customers quickly find the products they’re looking for. Thanks to targeted questions and an advanced understanding of users’ needs, it guides consumers to the items that match their expectations.
But that’s not all! The chatbot can also suggest complementary products based on customers’ purchases or searches. For example, if a customer buys a camera, the chatbot can suggest compatible accessories such as tripods or memory cards. This way, you can increase the customer’s average shopping basket without doing anything!
One of the greatest advantages of an e-commerce chatbot is the ability to finalize purchases directly in the conversation. Consumers can make payments without leaving the virtual assistant. Purchasing friction and the risk of abandoned baskets are reduced to a minimum.
Have you thought about integrating your chatbot into your online store website? That’s a good start, but think about deploying it on popular messaging platforms like Messenger and WhatsApp too! Your customers can then order directly via these applications. It’s great for your business.
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Our tips for having an e-commerce chatbot that really helps you
For an e-commerce chatbot to be truly effective and useful, there are a few details you need to pay attention to. The aim is for it to be useful to users, and to bring you benefits. Here are our top tips.
- Customize your chatbot:
The appearance of your conversational bot should reflect the visual identity of your online sales brand. Use images and colors that are consistent with your branding. Botnation offers easy-to-use customization options to adapt your chatbot to your corporate identity.
- Attract attention with a welcome message:
When the bot is installed on your e-commerce site, ask it to start the conversation with an engaging welcome message. It could, for example, catch visitors’ eye by saying, “Hello, I’m here to answer all your questions!”. Then offer clear buttons such as: “See current promotions”, “Search for a product”, or “Ask a question”. Your virtual assistant is like a sales assistant in a store, greeting and guiding customers as soon as they arrive.
- Think about the structure of your sales chatbot:
Clearly define what you want your chatbot to do. Create scenarios and decision trees based on the user’s actions. Think through all the stages of the interaction so that the robot can effectively guide the user towards purchase.
- Integrate a livechat option with a human:
Sometimes, your e-commerce chatbot won’t be able to answer complex or unexpected questions from users. We all have our faults! Adding an instant livechat option with one of your collaborators is essential for these cases. It ensures that the right answer is given, and that no sales are missed. Botnation makes it possible to create hybrid chatbots that offer this functionality.
- Update your FAQ regularly:
Your Q&A file should be updated when necessary. Integrating a new feature into your e-commerce? Don’t forget to tell Smart AI! Take user feedback into account too, so you can continuously improve your conversational bot. If the chatbot is unable to answer a question, add it to your FAQ.
- Test before you launch :
Before you put your chatbot online, run extensive tests to make sure it works properly and meets users’ needs. Ask your teams for their opinion, to benefit from an outside perspective.
- Measure user satisfaction with your e-commerce chatbot:
At the end of each interaction, ask users whether the conversational bot was useful to them. Use this feedback as a Net Promoter Score (NPS) to evaluate and improve your new assistant.
Adopting an e-commerce chatbot can transform your online store. With features such asshopping assistance and automated after-sales management, it improves the user experience and lightens the workload for your teams. Integrating a conversational bot into your e-commerce strategy ensures a more productive and profitable future!
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- Chatbot e-commerce: sell more and automate your after-sales service - 9 September 2024
