18 benefits of a chatbot in eCommerce businesses ContactPigeon Blog

How to Use an Ecommerce Chatbot for Your 2023 Business

ecommerce business chatbot

An E-commerce chatbot is a fully automated conversational interface that can hold conversations with potential customers to capture and pre-qualify leads. It easily integrates with social channels, APIs, and customer support tools. You can easily build complex conversation flows without the need for coding. 8 out of 10 customers are more likely to purchase a product or avail a service from a brand that offers them personalized experiences. Intelligent E-commerce chatbots use AI and machine learning to constantly learn and adapt. They make the conversations more fluid by gathering and analyzing customer data in real-time to offer better suggestions and product recommendations.

ecommerce business chatbot

Good customer experience will always lead to a good customer satisfaction rate. For this, conversational chatbot marketing is coming out to be quite useful. ECommerce chatbot always thrive to delight their customers with an unparalleled experience. But, with traditional tools of engagement, it eventually results in average customer satisfaction. They help you tempt your customers to make a purchase at the times when they are most likely to give in to the temptation. Today, many eCommerce companies rely on artificial intelligence and machine learning to understand the buying pattern of millions of users.

Cart abandonment

The personal finance app Digit, in the example above, uses rule-based chat since the user is only expected to ask a narrow set of questions about their account. Now not everyone wants to talk using emojis but customer engagement sure increased because people want to see what a chatbot would recommend if you send it an emoji of what’s in your fridge. If you have your own ecommerce store, it is likely that you built it with Shopify. Shopify has an app store where you can download thousands of different tools to help grow and run your business. After you figure out what tasks you need a chatbot for, you can start to research ecommerce chatbots.

ecommerce business chatbot

In all, the chatbot gives the user a streamlined version of Ebay on Facebook Messenger. Users can upload a photo and the chatbot will find similar listings. The bot then searches for related listings, narrowing down the number of products the user needs to wade through. With billions of listings posted on the site every day, the bot is designed to simplify the shopping experience. For each question, users can choose from a selection of four responses.

Benefits of Chatbots in E-commerce and How to Use Them

So, you can use it right away with your eCommerce platform and other sales, marketing, and customer service tools. You can save a lot of money on customer service by having chatbots do most (or likely all) of your customer service tasks. Some chatbot apps are rule-based and use buttons to gather responses and build conversation, while others have a more conversational flow and incorporate NLP/AI functionality. If you want to add a chatbot to your ecommerce store, you have two options.

With the help of AI bots, companies report that they were able to double the workload and cut service costs by 30%. Once customers end up on a landing page from an ad, a chatbot could welcome them, and offer help. You could even have the bot ask your customers questions or entertain them with a funny quiz to gather more insights and offer them tailored products. At the same time, this data will help you in the future to create better target groups for ads as well as more effective campaigns that will yield even better return on ad money spent. It was even integrated with Shopify to answer questions about orders and returns.

E-commerce Chatbot Best Practices

This doesn’t only allow for a more tailored experience; it also makes it easier to upsell. If you integrate a chatbot in a messaging app, you can get even more out of the conversational commerce experience. Unlike a web chat where conversations disappear after they are solved, you can re-kindle an old conversation on a messaging app at any point. Seven out of ten customers are not completing their purchase, and you are losing revenue. You can set them up to send reminders that have not completed their shopping process after a certain period of time, and thus cut down on abandoned carts. According to Salesforce, 66% of customers expect companies to understand their needs and expectations, while 70% say that personalization increases their brand loyalty.

  • Timely and effective post-sales customer service is a key factor in building a long-term relationship with a customer and driving repeat purchases.
  • The office supply store uses Facebook Messenger to offer customers product suggestions based on their requests and past orders.
  • 8 out of 10 customers are more likely to purchase a product or avail a service from a brand that offers them personalized experiences.
  • As technology continues to advance, the potential for further enhancements in chatbot capabilities promises to redefine the eCommerce landscape and move business success to new heights.
  • Offering multiple options also makes the customer feel in control of the interaction.

The best eCommerce chatbots are focused on saving time and energy for the customer, and ShopBot does this efficiently with every interaction. AI bots can engage with users with the help of automated email sequences and instant responses. There is a lot of cheap email marketing software that can help you automate your email marketing campaigns. Moreover, eCommerce businesses can take advantage of chatbots for persuading customers to fill up forms and collect the data. Below are some of the most innovative and successful ecommerce chatbots deployed by brands across the world. Comparisons found that chatbots are easy to scale, handling thousands of queries a day, at a much lesser cost than hiring as many live agents to do the same.

People Are Increasingly Using Messenger Apps

Many retailers operate worldwide, which complicates customer service. Relying on call center employees in a central location makes it tricky to serve customers on their time. Additionally, many customers shop after traditional business hours. One of the benefits of a chatbot for eCommerce websites is that it responds to customers whenever they are shopping, solving minor issues, and answering questions. However, eCommerce chatbots can also be used to send users notifications about ongoing or upcoming sales and events that your business is holding. This is particularly useful if you’re using mobile conversational apps chatbots.

  • Conversational commerce is the new trend in e-commerce that allows online business owners to develop a business around customers.
  • Instead, spend some time testing your chatbot’s performance and how effective it is to handle different contexts and user inputs.
  • Chatbot apps also typically include reporting tools that you can access via your chatbot platform account.
  • Create the main blocks of the chatbot (welcome message, default reply, keywords, and sequences).
  • It’s a powerful tool that enhances the overall shopping experience for your customers while optimizing operations for your business.

In part, we’ll have to credit the improvements in technology for this change in consumer behavior. It might be a challenge for eCommerce businesses to entertain their customers along the whole buying journey, especially the post-sale support. However, bots can help you build long-term trust and loyalty by addressing order issues, returns, refunds, shipping delays, etc. You can also design and optimize your marketing tunnel with the help of MobileMonkey’s lead generation and nurturing strategies and tools. The platform also retains the message history of the customers no matter which channels they use for queries. Successful eCommerce chatbots use AI, machine learning, and natural language programming to better serve your eCommerce customer.

Manychat also integrates with many existing tools, such as Shopify, MailChimp, and HubSpot. They are available round the clock for your customers and provide them with an instant resolution of problems. Customers don’t have to call support agents for every little thing or wait to receive a reply on email. Let’s face it, staffing more agents to tend to the rising number of customer queries is one of the biggest business expenses nowadays. Not having enough agents means employee burnout and a longer wait time for customers. Sephora is a leading beauty retailer whose mission has been to create a welcoming shopping experience for all.

Built on a foundation of NLU (Natural Language Understanding) and Machine Learning, an ecommerce chatbot opens up a new channel for which to generate leads from cold new prospects. There are tons of chatbot apps to choose from for your Shopify store. Take some time and go through a few of the chatbots available based on your needs  to see what will work best for your business.

An AI chatbot for eCommerce businesses operates as an automated AI assistant that helps businesses interface with customers by providing human-like interactions and suggestions. These interactions can be by answering questions, suggesting products, providing information, or automating customer requests with prompts. From answering questions about shipping and returns to providing information on how to use a product, chatbots offer 24/7 assistance. Their uninterrupted availability is excellent for online businesses with a global audience across time zones. Twenty-seven percent of customers say that functionality like chatbots influences their purchasing decisions. Using conversational commerce, you can guide customers through the customer journey, from choosing products to offering a better checkout experience.


Staples’ Facebook chatbot can also enable customers to complete their purchase from the chat. Learning how to set up your business for conversational commerce isn’t always clear since bot technology is still developing. To help sellers out, we’ve created this guide to cover everything from defining exactly what a chatbot does to measuring your bot’s ROI. Indeed, a bot can help keep business costs in check over time and allows to handle a larger volume of inquiries without having to increase the size of a customer service team.

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In 2016, Domino’s introduced Dom, the Pizza Bot, a chatbot that could take your orders – through voice as well. It’s a great chatbot that works with Facebook Messenger, Slack, WhatsApp, Apple Watch, and a few other platforms. Lidl’s Winebot Margot is an AI chatbot that recommends different wines to users by catching keywords in their messages, everything from price and grape to taste and region. Tech-focused publications like TechCrunch, Wired, and Forbes often cover emerging technologies, including AI chatbots.

ecommerce business chatbot

You can’t manage client chats through or Twitter with Tidio. With the free version, you can find out what the platform has to offer. It works great for new businesses, small to medium-sized businesses, and even agencies. If you want to build your own bot, you have a lot of options and can easily make high-performing ones. Despite what most people think, an abandoned cart can also be a great way to make money. Learn more about your options with the guide to The Best Open Source Chatbots.

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