[et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_row _builder_version=”4.17.4″ _module_preset=”default” custom_padding=”3px|||||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n
With the advent of technology, we’ve seen a massive shift in how businesses conduct their daily operations. The current trend indicates using technology to enhance customer experience and provide better services. One of which is the utilization of <\/span>chatbots in eCommerce<\/span><\/a>.<\/span><\/p>\n In today\u2019s world, the need for instant, updated information is relentless as consumers demand it. How fast the replies are sent to them can be the deciding factor whether they\u2019ll proceed to make a purchase. The integration of chatbots is not slowing down anytime soon because it will need faster and more responsive support over time.\u00a0<\/span><\/p>\n In this article, we\u2019ll discuss the many ways chatbots can boost conversion rates for eCommerce companies. At the end of this, you\u2019ll have a clear understanding of why it\u2019s time to plan chatbot implementation to optimize the user experience of your brand.<\/span><\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Chatbots are automated programs designed to simulate human conversations for a variety of purposes like customer service or information acquisition. <\/b>They\u2019re designed to answer customer queries through an automated conversation.<\/span><\/p>\n But why the growing popularity?<\/span><\/p>\n A whopping <\/span>93%<\/span><\/a> of service teams agreed that customers today have higher expectations. They\u2019re also smarter and with much misinformation going around, many are doubtful.\u00a0<\/span><\/p>\n [\/et_pb_text][et_pb_image src=”https:\/\/www.ometrics.com\/blog\/wp-content\/uploads\/2023\/04\/01-Chatbots-in-eCommerce-General-Benefits.png” title_text=”01 Chatbots in eCommerce – General Benefits” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” text_font_size=”15px” global_colors_info=”{}”]<\/p>\n Image Source<\/span><\/a><\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n If you’re an eCommerce business, you need to do more than just sell your products online. Engage with your customers to keep them coming back for more. Fortunately, with chatbots, your goal of making existing and potential customers take action on your website increases. Let\u2019s see how they can do that.<\/span><\/p>\n If you want your customers to stick around long enough for them to buy something from you, you need to respond to them fast. By having a chatbot handle questions and concerns, customers get their answers quicker than they would if they had to wait for a human agent to come online and respond.<\/span><\/p>\n Take this <\/span>solar panel provider\u2019s website<\/span><\/a> for example. While they indicated their contact number and business hours in the header, it would be better for customer experience if they had a chatbot to answer queries any time of the day so they can cater to a global clientele.<\/span><\/p>\n [\/et_pb_text][et_pb_image src=”https:\/\/www.ometrics.com\/blog\/wp-content\/uploads\/2023\/04\/02-Chatbots-in-eCommerce-Quick-Response.png” alt=”Solar Panel Tidio Chatbot Example” title_text=”02 Chatbots in eCommerce – Quick Response” align=”center” _builder_version=”4.17.4″ _module_preset=”default” width=”73%” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” text_font_size=”15px” global_colors_info=”{}”]<\/p>\n Image Source<\/span><\/a><\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Depending on what type of chatbot software you have, they can answer queries with varying difficulties, from simple to more complex questions. Some chatbot software can even take orders and make recommendations based on a customer’s preferences.\u00a0<\/span><\/p>\n In general, chatbots can be programmed to answer common questions. So, when someone asks about item sizes, an eCommerce bot can give a reply in less than a minute. If others ask what types are available at the same time, they\u2019ll get the answer instantly.<\/span><\/p>\n Chatbots can help engage customers by providing them with instant answers to common queries, including:<\/span><\/p>\n This instant gratification helps keep customer satisfaction high and keep them interested in the product or service advertised especially if your <\/span>business is multi-service<\/span><\/a>. Additionally, specific types of chatbots could automatically pop up with suggestions.\u00a0<\/span><\/p>\n For example, let\u2019s say a customer is browsing an eCommerce store for a <\/span>new stand-up paddle board<\/span><\/a>, and as it turns out his preferred style is not in stock. Currently, the store doesn\u2019t have a chatbot. Customers would then have to keep browsing to find an ideal replacement. The process could take a while and may end up frustrating the customer.<\/span><\/p>\n However, a chatbot would make the buying process more seamless. A chatbot could automatically pop up with a suggestion that says “You can try these similar styles\u201d once it detects that it\u2019s on a product page that has out-of-stock products. It can give them a list of paddle boards that can still meet their requirements.<\/span><\/p>\n By giving product suggestions, customers are kept engaged instead of bouncing and moving to another eCommerce paddle board store. Plus, once they\u2019ve decided to add the item to their cart, a chatbot can walk them through the sales process until the order is finalized.<\/span><\/p>\n [\/et_pb_text][et_pb_image src=”https:\/\/www.ometrics.com\/blog\/wp-content\/uploads\/2023\/04\/03-Chatbots-in-eCommerce-Product-Suggestions.jpg” alt=”Example of an Instagram Chatbot” title_text=”03 Chatbots in eCommerce – Product Suggestions” align=”center” _builder_version=”4.17.4″ _module_preset=”default” width=”75%” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” text_font_size=”15px” global_colors_info=”{}”]<\/p>\n Image Source<\/span><\/a><\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n In addition, chatbots can be integrated into social media platforms, an effective strategy because almost everyone uses those platforms for online shopping. For instance, some businesses implement chatbots for Instagram to collect leads and help users with their specific queries (see the image above).\u00a0<\/span><\/p>\n Chatbots are a great way to greet visitors on your website and welcome them without being intrusive. An excellent example of this is Vector, a <\/span>logistics automation<\/span><\/a> website and this <\/span>healthcare marketing solutions<\/span><\/a> website, where they only added a chat icon on the lower right-hand side users can click on if they need more assistance.\u00a0<\/span><\/p>\n [\/et_pb_text][et_pb_image src=”https:\/\/www.ometrics.com\/blog\/wp-content\/uploads\/2023\/04\/04-Chatbots-in-eCommerce-chat-icon.jpg” alt=”Vector Yard Management Homepage” title_text=”04 Chatbots in eCommerce – chat icon” align=”center” _builder_version=”4.17.4″ _module_preset=”default” width=”75%” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n It will make the customers at ease like they\u2019re in a physical retail store greeted by a salesperson. Not to mention, knowing they can ask for help anytime and get quick answers can encourage them to continue with their buying process.\u00a0<\/span><\/p>\n What\u2019s more, they can then ask the users what they’re looking for after the greeting, which can help them determine what content or offers might interest that particular visitor. However, it\u2019s important to remember not to overdo it.<\/span><\/p>\n Have an informative greeting that lets users know who you are and what you do without being too \u201csalesy\u201d or pushy. You should also give users the option to skip this greeting if they don’t want it\u2014just having a simple “skip” button at the bottom of the screen will suffice.<\/span><\/p>\n If not, make sure the exit or \u201cX\u201d button is easily seen so that consumers who don\u2019t want to deal with chatbots won\u2019t be turned off. Don\u2019t force the questioning on the customers and let them have a choice on how to proceed.<\/span><\/p>\n The eCommerce chatbots are excellent for conveying information about products or services, <\/span>triggered by specific actions<\/span><\/a> taken by the customers on the website. It\u2019s a great way to keep them engaged, make sure that they\u2019re browsing through the online store, and offer them help if needed.<\/span><\/p>\n [\/et_pb_text][et_pb_image src=”https:\/\/www.ometrics.com\/blog\/wp-content\/uploads\/2023\/04\/05-Chatbots-in-eCommerce-Cart-Abandonment.png” alt=”Go2Shop Chatbot Example” title_text=”05 Chatbots in eCommerce – Cart Abandonment” align=”center” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” text_font_size=”15px” global_colors_info=”{}”]<\/p>\n Image Source<\/span><\/a><\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Here are some ways chatbots can pop up by trigger actions:<\/span><\/p>\n In addition, if your eCommerce shop is available in many countries, a chatbot can offer country-specific services. For example, if someone from Italy is considering buying your product, a chatbot can recognize that and pop up informing them of localized special promos.\u00a0<\/span><\/p>\n You can also program the chatbot to display delivery information to Europe and the shipping fees. It can also offer extra information like how long it would take to get to Italy.<\/span><\/p>\n Business owners and customer service agents know very well that despite having a dedicated FAQ page, customers will still ask questions on that page and look for assistance. Fortunately, chatbots are a great way to answer frequently asked questions.<\/span><\/p>\n They’re not just for answering the same questions over and over again. They can help you provide more value to your customers by providing personalized answers that are relevant to their needs and interests.<\/span><\/p>\n Moreover, a chatbot that answers FAQs will be extra helpful for unfamiliar tools that don\u2019t come with a FAQs page like this Amazon sales tool, <\/span>Aura<\/span><\/a>. It will be hard to convert buyers in the awareness or consideration stage without a chatbot to answer questions users need to ask before deciding to convert.\u00a0\u00a0<\/span><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.17.4″ _module_preset=”default” link_option_url=”https:\/\/www.ometrics.com\/ochatbot-for-enterprise\/” border_radii=”on|3px|3px|3px|3px” border_width_all=”3px” border_color_all=”#68AB37″ global_module=”6437″ saved_tabs=”all” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/www.ometrics.com\/blog\/wp-content\/uploads\/2022\/08\/Ochatbot_ecomm-cart-420×420-1-300×300.png” alt=”shopify plugins” title_text=”Ochatbot_ecomm-cart 420×420″ align=”center” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” custom_margin=”|3px||3px|false|false” border_width_all=”0px” global_colors_info=”{}”]<\/p>\n We Guarantee Results… Or Work For Free!<\/b><\/strong><\/span><\/p>\n [\/et_pb_text][et_pb_button button_url=”https:\/\/www.ometrics.com\/ochatbot-for-enterprise\/” button_text=”Learn More” _builder_version=”4.17.4″ _module_preset=”default” custom_button=”on” button_text_size=”24px” button_text_color=”#000000″ button_bg_color=”#E09900″ button_border_width=”0px” button_icon=”=||divi||400″ global_colors_info=”{}”][\/et_pb_button][et_pb_text _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n <\/p>\n Did you know that <\/span>28%<\/span><\/a> of customers expect a reply in under 5 minutes in a live chat?<\/span><\/p>\n For small to medium eCommerce enterprises, the number of queries can be overwhelming since customer service is only available during specific hours of the day. Unlike big companies that can afford 24-hour services.\u00a0<\/span><\/p>\n Fortunately, chatbots are available 24 hours daily and can answer questions about your products and services in real time. This means that instead of having to wait until your next business day, they’ll receive help right away, especially when it\u2019s just a series of simple questions.<\/span><\/p>\n Customers will appreciate this because they\u2019ll feel like they’re getting personalized service from your brand 24\/7. Hence, it\u2019ll help boost your conversion rates by letting customers reach out and get the help they need whenever they need it most\u2014even if that’s at 2 AM on a Sunday.<\/span><\/p>\n If the question is too complex, the chatbot will ask for contact information. Then, a human customer service agent will take over once they\u2019re available.<\/span><\/p>\n Chatbots can be utilized to let your customers know about special offers and promotions, helping to increase conversion rates without <\/span>leveraging ads<\/span><\/a>. The chatbot can be programmed to greet site visitors and offer them a special promo. This will be helpful for businesses needing to source supplies in bulk whether it be equipment or\u00a0<\/span>quality ingredients<\/a>\u00a0needed\u00a0for the business.<\/span><\/span><\/p>\n Once you’ve made the sale, it’s time to get those customers satisfied and keep them coming back. Chatbots can be utilized to offer post-sales support to consumers, which can improve conversion rates as your eCommerce brand can get repeat customers to take desired actions time and again.<\/span><\/p>\n [\/et_pb_text][et_pb_image src=”https:\/\/www.ometrics.com\/blog\/wp-content\/uploads\/2023\/04\/06-Chatbots-in-eCommerce-Post-Sale-Example.png” alt=”Example of a Post Chatbot Sale” title_text=”06 Chatbots in eCommerce – Post-Sale Example” align=”center” _builder_version=”4.17.4″ _module_preset=”default” width=”80%” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” text_font_size=”15px” global_colors_info=”{}”]<\/p>\n Image Source<\/span><\/a><\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n A chatbot can answer the most common post-sale questions, including shipping status or product returns. Not to mention, chatbots can also send text messages to inform users of any delays or product recalls.<\/span><\/p>\n But there\u2019s more. Your eCommerce brand can use chatbots to send messages with product instructions. It\u2019s a great way to keep them engaged and make your mark as a brand as you go beyond just answering queries.<\/span><\/p>\n For example, if you\u2019re selling products targeting a non-techy age group like <\/span>medical alert smartwatches<\/span><\/a>, having a chatbot send instructions via text message would be incredibly useful considering the user would be a senior citizen who won\u2019t be as techy as the younger generation.\u00a0<\/span><\/p>\n They\u2019re not internet-adept, so offline communication would be ideal for them, and it would give them an easier time following the guideline and getting their devices started.<\/span><\/p>\n For businesses, a deeper understanding of customers is crucial. One way to do that is by collecting feedback and data from them. When we think about this kind of interaction, we often think about customer service calls, which can annoy customers. Plus, this can be inconvenient for them.\u00a0<\/span><\/p>\n [\/et_pb_text][et_pb_image src=”https:\/\/www.ometrics.com\/blog\/wp-content\/uploads\/2023\/04\/07-Chatbots-in-eCommerce-Feedback-Gathering.jpg” alt=”Care Centre Bot Feedback Gathering Bot” title_text=”07 Chatbots in eCommerce – Feedback Gathering” align=”center” _builder_version=”4.17.4″ _module_preset=”default” width=”75%” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” text_font_size=”15px” global_colors_info=”{}”]<\/p>\n Image Source<\/span><\/a><\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n But worry not. Chatbots can be programmed with specific customer feedback questions and then used as a tool to gather information on how customers feel about a product or service. Lots of times, it\u2019ll only take less than a minute to complete the process. Not only that, a chatbot asking for feedback doesn\u2019t feel as intrusive as having to talk to someone on the phone.\u00a0<\/span><\/p>\n An eCommerce chatbot can help you stay on top of feedback collection, while you focus on strategizing to continuously offer informative content. Pair your chat tool with a <\/span>data analytics solution<\/span><\/a> and you\u2019ll get the insight you need to scale your business faster.\u00a0<\/span><\/p>\n Also, you can dispatch chatbots on a wide range of platforms to ask for feedback, including messaging apps like Facebook Messenger. Although, it\u2019s best not to overdo it. Hence, choose a platform that you think will be the most convenient for most of your customers.<\/span><\/p>\nHow Do eCommerce Chatbots Work?<\/span><\/h2>\n
Chatbots: 9 Ways They Can Increase Your Conversion Rates<\/span><\/h2>\n
1. Speedy Customer Service<\/span><\/h3>\n
2. Keep Your Customers Engaged<\/span><\/h3>\n
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3. Welcome Message<\/span><\/h3>\n
4. Trigger Points<\/span><\/h3>\n
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5. Answer Frequently Asked Questions (FAQs)<\/span><\/h3>\n
True AI to engage customers for eCommerce, business leads, and customer support.<\/b><\/h4>\n
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5% to 35% Increase in AOV*<\/h4>\n<\/li>\n
20% to 40% Increase in Revenue*<\/h4>\n<\/li>\n
25% to 45% Reduction in Tickets with a Customer Service Chatbot<\/h4>\n<\/li>\n<\/ul>\n
6. 24\/7 Availability<\/span><\/h3>\n
7. Introduce Special Offers<\/span><\/h3>\n
8. Offer Post-Sale Support\u00a0<\/span><\/h3>\n
9. Feedback & Data Collection<\/span><\/h3>\n