Unlike conventional software programs, chat robots or chatbots are designed with capability to simulate human conversation. The chatbots leverage artificial intelligence (AI) technologies to mimic conversation with human being. A number of high-traffic websites nowadays implement chatbots to conduct conversation with website visitors through both textual and auditory methods. While developing an eCommerce website, you must consider deploying chatbots to automate common and routine communication tasks. The chatbots can be used as a modern and efficient alternative to contact forms, emails, and phone calls. Once you deploy chatbots in eCommerce website, they can interact with online customers through the web browser just like messaging apps. Further, the chatbots can conduct conversation with website visitors without any human intervention. Website owners can deploy chatbots in eCommerce website to provide prompt customer support and improve customer experience.
7 Reasons Why You Must Deploy Chatbots in eCommerce Website
1) Compete with Mobile Commerce Apps
Most customers nowadays access eCommerce websites on their mobile devices. But the users spend a large percentage of their digital media time on mobile apps. Hence, your eCommerce website must deliver optimal user experience by convert website visitors into customers. Many analysts believe that chatbots have the potential to make mobile apps obsolete by personalizing customer interaction and improving shopping experience. Hence, you can easily compete with popular mobile commerce apps by deploying chatbots in the eCommerce website.
2) Replace Customer Support Executives with Smart eCommerce Assistants
Often online retailers have to deploy dedicated customer support executives to answer questions asked by customers. An online retailer has to incur additional expensed to recruit and train skilled customer support executives. Also, he has to deploy additional executives to provide 24X7 customer support and assistance. The chatbots help you to provide 24X7 customer support without deploying dedicated customer support executives. You can save money and improve customer service quality by deploying chatbots in eCommerce website.
3) Automate Routine Communication Tasks
While deploying chatbots in eCommerce website, you have option to integrate AI and non-AI chatbots. The non-AI chatbots can be used as scripted tools to guide customers automatically, whereas the AI chatbots can response to questions and resolve new problems automatically. The integration of AI and non-AI chatbots will enable you to automate a variety of communication tasks – assist customers to navigate the website, assist customers to find specific page or information, answer frequently asked questions, and address simple concerns.
4) Improve Customer Experience and Engagement
While designing an eCommerce website, you can use chatbots to engage and entertain customers. For instance, you can design a cutesy chatbot, and integrate it into the website to keep visitors entertained and spend more time in the web store. The cute chatbot will further provide information to customers in a way which is both cool and interesting. At the same time, the chatbots will further improve customer engagement through shopping experience personalization. They can further affect the buying decision of customers by providing personalized and relevant information almost instantaneously. Here are 7 key steps to an eCommerce Personalization strategy.
5) Reduce Shopping Cart Abandonment Rate
Often online retailers lose a large percentage of sales due to shopping cart abandonment. While developing an eCommerce website, you must address a number of issues that make shoppers abandon shopping carts after adding items. You also need to explore ways to reduce shopping cart abandonment rate and persuade customers to buy the items added to the shopping cart. You can easily reduce shopping cart abandonment rate by deploying chatbots in the commerce website. The chatbot will remind visitors about their incomplete orders. Also, the AI chatbots can persuade customers to buy the items by answering their questions proactively.
6) Drive Sales and Enhance Brand Image
In addition to improving customer experience and engagement, the custom chatbots will also help you to boost sales and increase conversion rate. A number of widely used eCommerce platforms like Shopify deploy chatbots to up-sell or cross-sell other products, offer discount codes, collect customer feedback, and handle customer objections. You can deploy custom chatbots in the eCommerce website to boost sales by automating marketing tasks and operations. At the same time, you can also use the chatbots to win customers’ trust and enhance the web store’s brand image. The AI chatbots will further help you to make the website appear trendy and up-to-date in the long run.
7) Build Word of Mouth for the Web Store
While designing an eCommerce website, you must keep in mind a number of word-of-mouth marketing tactics to enhance its popularity and goodwill within a short amount of time. Often users recommend their friends or acquaintances to visit a web store that provide out-of-box functionality or deliver outstanding shopping experience. In addition to improving your eCommerce website’s customer experience, the chatbots will further make it standout in the crowd. You can always consider designing a chatbot that acts as a smart virtual shopping assistant while appearing adorable and cute. The appeal of the chatbot will persuade many customers to revisit the web store and recommend it to others.
While deploying chatbots in your eCommerce website, you have option to choose from a wide range of eCommerce chatbots. Some of these chatbots are available as part of the eCommerce platform, whereas others are developed with features to facilitate conversational commerce. Also, you can ask the eCommerce website developers to create custom chatbots according to your precise needs, and deploy the chatbots in the eCommerce website to improve customer experience and boost sales over a longer period of time.