As an online business, your customers expect 24/7 access to your products and services across different time zones with localized information. AI chatbots also increase revenue and reduce support tickets by providing order status and tracking. As a business, how can you maintain live customer service to accommodate this demand? Aside from a massive investment in 24-hour live customer support, a more efficient way to accomplish 24/7 support is to have a chatbot on your website. 

Increasingly, companies are struggling to offer products/services globally in different time zones with localized flavors. The cost of maintaining live customer support while customers are expecting UX standards to improve more than ever before. While there are companies that choose the massive financial commitment of providing 24-hour customer service, there is a simple fix to meet customer expectations, a chatbot.

Installing and configuring a chatbot can provide a 24/7/365 support service that doesn’t require a constant human presence. Additionally, chatbots are a low-cost, more efficient option that provides your customers solutions, products, and communication options when live support is unavailable. The live customer support has time to focus on the more pressing, complex situations because the chatbot takes care of order status and tracking, frequently asked questions, and simultaneously increasing revenue by pushing upsells and cross-sells. 

Chatbots improve your UX and CX. Navigating an eCommerce website of any size can be tricky, and at times it can become confusing or even overwhelming. A chatbot can help restrict the number of decisions that customers get within a defined range. Recommendations and alternative products to match the needs of the customer catch their interests without them having to make decisions. 

A number of companies use chatbots to take their overall user experience to the next level. They configure their sites to begin conversations with the visitors and direct them accordingly instead of displaying all of the possible choices. This conversational commerce helps overcome sales obstacles and increases revenue. 

Chatbots improve brand loyalty because they offer personalized suggestions, acknowledge the shopper’s intent, and appreciate their choices tend to boost customer allegiance. They provide customers with the ultimate personal shopping experience by answering their queries immediately, suggesting different products, and sometimes even giving compliments. 

Customers are not dealing with real people with opinions about their purchasing preferences, customers are more open and specific about their requirements. Around 63% of shoppers prefer to interact with a chatbot instead of with a live chat and 37% of all consumers (and 48% of millennials) are open to receiving recommendations and advice from chatbots.

People are increasingly using messenger apps like WhatsApp and Facebook Messenger. Integrations with these platforms and chatbots are becoming greatly more convenient for shopping. The dangers of homogenization and coupled with common supply chains making profit margins difficult to shift are left behind. The shift to chatbots is the future.

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Greg Ahern
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