Nowadays, there are many eCommerce AI chatbots to help with all of the elements of an eCommerce store. They are used to increase sales and revenue by leading shoppers to the exact product rather than hidden drop-down options and page scrolling which may not be as efficient. AI chatbots also provide customer assistance with immediate answers to their inquiries about products, order status, and more.
The numerous features that eCommerce AI chatbots have are less expensive than you’d think because of the high rate of return. The average increase in revenues when a shopper engages with the chatbot is between 20% to 40%. Other benefits include an average of 25% to 45% reduction in support tickets and insights on your customer’s interaction with your website. You can build your own eCommerce chatbot for free at$100 a month or have an AI chatbot company manage and train the AI chatbot starting at $500 a month.
Building a successful eCommerce AI chatbot is in the details – such as including the right features and tactics to incorporate. Although not all AI chatbot platforms have the same building process, you want to focus on the following basic features within your chatbot to improve your eCommerce store.
Similar to in-store shopping, shoppers are greeted and are assisted by the AI chatbot. The shopper can choose to move through your eCommerce store without assistance by closing the chat window, or when they need help, they can reopen the window to ask questions or guide them to the right product. Searching for products within the chatbot window is quick and easy for shoppers to view the product with a short description, price, and image.
Shopping experiences online have evolved over the years to become simpler as well as appealing. Shoppers are no longer subject to the cumbersome task of scrolling through static website pages to find one product. Now, through conversational commerce shoppers have a pleasant and simplified shopping experience when searching for products. Engaging your shoppers with an eCommerce AI chatbot conversation will provide a personalized shopping experience where they can directly search, select, add, and ask questions about products without leaving the chat window. Shoppers are also one button click from the product page to where they can view more product details and reviews. The eCommerce AI chatbots are transforming the online shopping experience with ease and convenience.
Breaking Down Sales Obstacles
When browsing products or learning more about your store and brand, every shopper has one or more questions before they purchase. Answering these questions quickly can be the difference in gaining a sale. During your building process, having the frequently asked questions programmed into the bot will help the customer get their questions answered quickly and efficiently. Because shoppers make split-second decisions when deciding on purchasing a product or not, having the bot at their disposal will instantly help them overcome sales obstacles – leading to more sales.
Adding more knowledge into your eCommerce AI chatbot will help increase the likelihood of your customers’ purchasing. As the bot is interacting with the shoppers, it is gaining intelligence, becoming more efficient, and boosting more revenue over time. Paying attention to how shoppers are interacting and the questions that they are asking the chatbot can help create insights into the customer journey.
Additionally, the AI chatbot should have the power to provide customers product recommendations, cross-sells, and upsells that correlate with the item they are purchasing. Shoppers appreciate being advised on additional products to purchase that go with the selected item. Having cross sells and upsells will increase total sales and the AOV (average order values).
Recover Abandoned Carts
Reminding your shoppers of the items they left in their carts from previous visits boosts your revenue. The abandoned cart has increased revenues by as high as 34% for some stores. Your eCommerce chatbot should provide a prompt for an abandoned cart to entice shoppers to complete the order. Online shoppers enjoy the convenience of the abandoned cart feature so that they do not have to take time to rebuild their cart. By reducing the time that it takes them to find the order they are wanting, it is increasing the likelihood that they will continue to checkout.
There are many ways your eCommerce AI chatbot can accomplish recovering abandoned carts, such as displaying their previous cart items when they return to the site. Often companies send an email with the left items in the cart to registered shoppers, but that restricts the amount of possible recovered abandoned carts. By including this into your eCommerce AI, the shopper will not have to be registered to retrieve their previous cart items.
The benefit of having an AI eCommerce chatbot is that it is providing 24/7/365 customer service. Furthermore, shopper data allows the chatbot to gain insights into your eCommerce business. This provides information for your business regarding product questions, site bugs, and any other issues that the shopper may come across. To better understand your customers, having a reliable reporting system helps your business better understand what issues and desires the customer runs into during their shopping journey.
Order Status and Tracking
“Where is my order?” is the most common question customers ask. Including an order status and tracking feature in your chatbot improves the quality of customer service. Keeping your customers updated on their orders is important so they know when they should be expecting to receive their package.
Often, companies provide an order number so the customer can see its status, however, an AI chatbot will provide the customer the status and tracking within one step. This makes the process to find and order more convenient for the customers and your company’s customer service. Ochatbot has handled up to 78% of all customer contacts thanks to its order status feature. This reduces the amount of customer service tickets and allows the team to give more attention to higher-level customer support issues.
When To Engage Shoppers
The shopping journey for every shopper is unique, however, they all follow a general route. AI chatbots help engage customers depending on where they are within their shopping journey. Depending on what page the shopper is on, the eCommerce AI chatbot can present a page-specific question or comment not only to remind the customer that they are there to help but also to engage the customer in conversational commerce.
One example of this is when the shopper is beginning to checkout. The eCommerce AI chatbot can reintroduce themselves to answer any extra support questions and receive feedback on their shopping experience. This includes information about shipping, payment methods, return and guarantee policies, etc. By engaging your customer at this point in their shopping journey they can feel more confident in their purchase.
The key to success with your eCommerce AI chatbot is dependent on how you engage customers and the features that make using the chatbot more convenient for the shopper. With your AI chatbot, you can boost revenue, increase AOV (average order value), add customer service support, and improve customer experience. Adding an AI chatbot to your eCommerce store is the next step to grow your business and provide the best shopping experience for your customers.