In recent years, chatbot implementation have gained popularity among online retailers. Possibilities seem to be endless, from transforming the way customer support engages with end users to boosting operational efficiency. Yet, businesses have to be careful with how they use chatbots. According to an Accenture report, customers lack human touch in online services acutely.
Companies have to find ways to hold on to the personalized touch that customers appreciate. Luckily, from the time of the Turing test, the tech made a huge leap. And with Chat GPT entering the avant-scène, texting with machines became one of the hottest trends.
So, will chatbots strengthen or weaken your ecommerce business? Let’s discuss how chatbots may help you adapt to the ever-shifting landscape of ecommerce.
Contents:
Should I implement chatbots on my ecommerce website? Some numbers
How exactly can an ecommerce chatbot benefit my web store?
Big brands implementing ecommerce chatbot: three use cases
Ok, what challenges may I face implementing AI chatbot for ecommerce?
Bottom line
Should I implement chatbots on my ecommerce website? Some numbers
To fully understand how chatbots will be advantageous to your business, consider these stats:
| Category | Statistic |
| Coverage | According to Gartner, chatbots are predicted to become involved in about 70% of customer interactions very soon By 2024, chatbots are expected to handle around 85% of customer support |
| Usage & Adoption | 88% of customers used a chatbot in 2022 25% of businesses currently use chatbots 53% of small businesses have adopted chatbots |
| Projections | The chatbot market has grown up to $994M in 2023 Voice chatbots have risen up to 8B in 2023 1/4 of businesses to use chatbots as primary support by 2027 |
| Outcomes | Chatbot conversations typically resolve issues in 10 messages or less Implementing chatbots allows companies to perform at peak efficiency and optimize resource allocation which can reduce business expenses by up to 30%. |
How exactly can an ecommerce chatbot benefit my web store?
1. User-friendly knowledge base and FAQs
Like a talking encyclopedia, chatbots keep a wealth of information about products, orders, and new arrivals. The goal is to never make people wait for an answer they need. They also constantly refresh their “erudition” to adjust to changing product details or rules so that consumers always have the latest info.
2. 24/7 Support
AI chatbots are always on, always available. Unlike humans, they don’t ask for days off. Always ready. Whenever you reach them, they will answer. It doesn’t matter if it’s 3 in the morning or 3 in the afternoon. Apparently, chatbots don’t have burnouts – though this is not guaranteed – and we know how stressful support jobs are.
3. Data gathering
Beware, chatbots are secret weapons of surveillance. The bots register and store everything customers say and how they respond. Naturally, this is a real treasure in terms of feedback. Such feedback can leverage any ecommerce project to improve its entire approach to customer service and even production.
4. Engagement
Regardless of the fact that chatbots aren’t in any way living beings, they can still significantly live up the customer journey. Chatbots interact with buyers in real-time. They’re essentially a virtual assistant that guides online shoppers through websites by recommending items and offering coupons or deals. All of this participation makes browsing more dynamic and pushes visitors to learn more about what they offer.
5. Spicing the purchase with storytelling
People adore stories, narratives: they need some emotional connection; they want to escape the boredom of ‘just buying stuff’. And chatbots can create interesting stories that are tailored to the product being sold. The tales elicit feelings and showcase product features.
6. Tailored recommendations
Chatbots see right through you; they actually know much more about you than you think they do. Are you trying to say chatbots are somewhat like crystal balls? Not exactly, yet take their recommendations super seriously. They’re able to use your purchase history, search habits, and personal preferences in order to find products that suit you perfectly. This doesn’t only improve the buying experience; it also cross-sells and up-sells, which increases the transaction value.
7. Order management
Implementing a chatbot may provide real-time purchase information, including shipping details and delivery times, to reduce customer assistance needs. No need to regularly contact the firm regarding the order status.
8. Assistance on returns
Regardless of the size and price of the product, returns are a burden on all parties involved. It’s hard to make everyone happy. Chatbots dodge this issue by explaining return policies, providing labels, and making the entire process simple. This self-service approach can cut their time in half.
9. Language support
The world is getting more connected each day, and we need to adapt to it. A new challenge comes from being able to communicate with vastly diverse groups of people who speak entirely different languages. Rather than requiring users to switch browsers or learn a new language, chatbots can be created to converse in various languages, making communication easier than ever before and opening up the floor for more customers.
10. Cart abandonment
One of the darkest nightmares for ecommerce owners is cart abandonment. Can ecommerce chatbots be any good at addressing this? People who have left items in their cart can be reminded to finish their purchase while also being offered deals like discounts. This win-win has the potential to significantly reduce the rate at which people abandon their cart while also boosting sales as a whole.
Big brands implementing ecommerce chatbot: three use cases
Big companies like Sephora, H&M, and eBay have implemented chatbots for their processes to set a new standard for customer happiness.
Sephora
When it comes to makeup and beauty products, Sephora is a top-notch player. Besides giving suggestions on what cosmetic product you should buy; it goes beyond expectations by giving users a chance to try out these beauty items digitally before actually committing to them by using AI technology. The result? Higher consumer engagement and even more sales because now consumers don’t have to worry about whether or not they’re going to like the lipstick once they’ve purchased it. Leveraging chatbots, Sephora closes the gap between someone buying something in-store compared to online, resulting in happier customers and higher loyalty.
Tools: Facebook Messenger bot, Kik bot
H&M
Being a well-known fashion company has its perks when it comes to business. But that didn’t stop H&M from trying out new things anyway so that they could improve customer satisfaction while shopping online. Aside from just simple product questions, the ecommerce chatbot dives into new fashion trends and even recommends entire outfits based on particular client tastes. With this customization and advice, not only are consumers more interested in purchasing, but it also beefs up the user experience. H&M did a good job at giving their customers what they needed. An instant, respected fashion consultant that builds a tighter relationship between the company and its clientele.
Tools: Facebook Messenger bot, Kik bot
eBay
eBay uses AI chatbots to improve CX. They went for a multifunctional employee approach with their use instead of just having them answer product questions. On top of helping consumers search for products and track their orders, they even use chatbots to negotiate prices with sellers. By doing this, they’re able to give real-time, customized assistance, letting customers feel more connected. eBay’s users can explore the platform easily while still getting personalized help.
Tools: Facebook Messenger bot
Ok, what challenges may I face implementing AI chatbot for ecommerce?
Here are some potential drawbacks and challenges of using chatbots in ecommerce:
- Lack of personal touch – AI chatbots are still pretty powerless when it comes to empathy and emotions.
- Limited capabilities – Limitations in understanding complex language and contexts are still vast.
- Technical glitches, hallucinations – Like any technology, chatbots have bugs, downtimes, and accuracy issues.
- Implementation costs – Developing chatbots require expertise and resources.
- Integration challenges – Ensuring seamless integration with other systems can add to development complexity.
- Ongoing maintenance – Like any software, chatbots need constant monitoring and updates.
Bottom line
Chatbots are on the rise for ecommerce businesses because they enhance the user experience while increasing revenue. They can’t replace human touch but they can create a robust connection that provides support around the clock.
Those that accept their usage in digital commerce early, and do it strategically, will have a distinct edge.
Source from Grinteq
Disclaimer: The information set forth above is provided by grinteq.com independently of Alibaba.com. Alibaba.com makes no representation and warranties as to the quality and reliability of the seller and products.
