Do you want to know the chatbot best practices for your E-commerce website? Are you planning to optimize your e-commerce website with an AI chatbot? You are in the right place! This article focuses on how to help you optimize your AI chatbot with natural Language Processing and Artificial Intelligence technologies to make the bots converse like human agents. 

Many online business owners reach their target audience with omnichannel chatbots. The good news is that AI chatbots help in increasing the conversion rate of an e-commerce website. It is vital to understand the best chatbot practices to boost customer engagement and the conversion rate of your e-commerce store.

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Set Goals for Your Chatbot

Name Your Chatbot

Omnichannel Presence

AI Chatbots > Rule-based chatbots

Tune the Conversations

Gather Feedback

Multiple Tasks

What is an AI Chatbot?

Chatbots with Artificial Intelligence technology will help the software converse like a human agent. Artificial Intelligence technology is also helpful in influencing a customer’s decisions. Many online stores implement AI chatbots on their websites to give instant support to their users.

In a traditional setting, if you visit a physical store, a sales rep will greet you with a welcome message and guide you through the products. In the same way, AI chatbots act as sales agents in an e-commerce store. Unlike Live Chats, Artificial Intelligence-powered chatbots interact with customers 24/7 with instant replies.

Why is User Interaction Important in An E-commerce Website?

If you are searching for a product on Google, many e-commerce websites pop up in the search results, and website visitors expect instant answers to their questions. If your website doesn’t respond to the users, they might leave your site to check other online stores. This is why proper customer communication is necessary for an e-commerce store.

When you are implementing Live Chat software on your website, the website visitors will talk with human agents but live chat agents cannot handle multiple customers at the same time. However, AI chatbots can answer the repetitive questions of every customer and collect user data and feedback. The automatic communication will engage your users and prevent them from leaving your online store.

What is a Successful Chatbot?

Many e-commerce store owners measure their chatbots’ success mainly with conversion rate as well as other factors such as engagement rate, interaction rate, and more. Chatbots are outpacing human support with instant messages and relevant product recommendations inside the chat window.

AI chatbot messages sound natural and represent the brand’s voice. There are different types of chatbot metrics to track such as fallback rate, average order value, and conversion rate. AI Chatbot conversations enhance customer satisfaction by mimicking a human agent and giving an immediate response. A successful chatbot in e-commerce integrates with social media channels such as Facebook Messenger and popular platforms like WooCommerce, BigCommerce, and Shopify.

7 Chatbot Best Practices in the E-Commerce Industry

To implement a successful e-commerce chatbot on your website, you should follow significant and influential chatbot practices. An e-commerce store owner should choose a chatbot platform with no complex interface and easy to implement on your online store.

After implementing a chatbot in an online store, the next step is to train it with the chatbot best practices in the e-commerce industry. Here are the seven chatbots’ best practices to increase the functionality of your e-commerce store:

1. Set Goals for Your Chatbot

chatbot goals

An AI chatbot should first understand the business’ objectives. Chatbot objectives will help you develop your chatbot for a particular goal, and there are several chatbot ideas such as lead generation chatbots, e-commerce chatbots, and hospitality chatbots.

When you implement a chatbot on your website, you should formulate a chatbot script that converses with your target audience effectively. Defining the chatbot goals is the first and foremost step to reaching your target audience in the right way.

For instance, if you are integrating a lead-generating bot on your website, your bot should ask lead qualifying questions to schedule meetings and appointments.

2. Name Your Chatbot


Since an AI chatbot acts as a customer service agent in an online store, it also boosts your brand’s visibility.

An online business owner should provide a personal touch to chatbot conversations. Naming your chatbot with an appropriate name will captivate your website’s visitors. Chatbots with your brand color will increase the visibility of your brand’s image. A chatbot’s personality should provide a human touch while also reminding shoppers they are talking to a chatbot and not a real person.

3. Omnichannel Presence – Multiple Channel Support

A chatbot with multiple channel support will help you reach more target audiences from different platforms. A chatbot should have the flexibility to integrate on various platforms. Chatbots with messaging channels’ integration is beneficial for boosting the sales of your website.

Social media integrations in a chatbot are significant to make your brand visible to a larger number of people. When choosing a chatbot for your online store, you must select an omnichannel chatbot to create brand awareness on various channels.

4. AI Chatbots > Rule-based Chatbots

There are two types of chatbots: Artificial Intelligence powered chatbots and rule-based chatbots. Rule-based chatbots don’t have AI technology and answer customers’ questions with a scripted response. When your customers ask different and complex questions to a rule-based chatbot, it will struggle to give appropriate answers.

Conversely, an AI chatbot successfully handles both complex and repetitive questions of different customers. They are able to switch conversations mid-conversation helping to mimic a real human conversation instead of being forced to pick from a limited list of topics. Hence, it is always wise to implement chatbots on your website with Artificial Intelligence technology behind them.

Read More: Rule-Based Chatbots vs Conversational AI: Which is Best for Ecommerce?

5. Tune the Conversations

A few online business owners hesitate to implement chatbots on their websites due to their robotic nature. If you are training your AI chatbot with scripts, you should tune their conversations to mimic human conversations.

The chatbot’s communication should not sound too artificial and mechanical. You must also ensure that your chatbots don’t give rude responses to customers. This is where sentiment analysis technology is an AI chatbot that will make bots identify emotive sentences and reply to them empathetically.

Chatbots with Machine Learning technology learn everything from the previous conversations and provide answers based on them. Human intervention in the conversations will help you prevent irrelevant answers.

For example, Ochatbot has human-in-the-loop technology behind it and connects to a live chat agent when customers want to talk with a human agent. Checking the conversation scripts before launching the bot is the best way to enhance bot conversations.

6. Gather Feedback


As an e-commerce site owner, you should know what your customers think about your customer service. Positive and negative feedback about your customer service will help you develop your business around your customers’ preferences.

Chatbots collect feedback from the audience through conversations. Through these conversations, online business owners can understand the efficiency of their chatbots. Chatbots can ask for both ratings and written feedback from their customers.

7. Enhance Customer Journey by Multiple Tasks

One of the main reasons why e-commerce business owners prefer AI chatbots to Live Chat is that chatbots do multiple tasks.

AI chatbots enhance buyers’ journeys by assisting them in ordering products within the chat window. For example, Ochatbot recommends different products to customers by understanding their preferences and what they are searching for. The upselling and cross-selling strategies with Ochatbot will encourage customers to buy relevant products based on what they already added to their cart.

Your customers need not scroll through static website pages searching for the product they want, as customers can order products within the chat window based on recommendations. Integrating Ochatbot into your website will reduce the number of support tickets because Ochatbot answers questions and helps customers track the status of their orders.

Are You Ready To Add Chatbot to Your Website?

AI chatbots are a boon to e-commerce website owners to engage their website visitors in a conversation. E-commerce website owners should review their chatbot’s performance regularly.

Integrating a chatbot into your website is not a challenging task if you choose a code-free chatbot. The chatbot best practices will help you generate your revenue exponentially.

You can enhance your website navigation by adding a conversational AI chatbot to your website. After ordering products from your website, your bot will encourage them to read your blogs with messages such as ‘Want to know more about our products? Read this!’

Are you ready to add an AI chatbot to your e-commerce website? Click here to know more about the pricing plans of Ochatbot. Boost your customer experience with an engaging conversational chatbot.


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Frequently Asked Questions

How to improve the functionality of my chatbot?

Training the AI and tuning the conversation of chatbots will help you improve your chatbot functionality. You can monitor your chatbot KPIs and humanize your bot to improve its efficiency.

What are the best features of an AI chatbot?

A chatbot should be fully customizable and integrate with various communication channels. Order status tracking, CRM integration, add-to-cart feature, and natural unrestricted conversation are the best features of an Artificial Intelligence-enabled chatbot.

Can I increase my chatbot engagement?

Yes, an online business owner can train the chatbot with constant training and human intervention. Sentiment analysis and human-in-the-loop technology will make the bot conversations better.

Greg Ahern
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