Using Chatbots to Drive Sales to Your Ecommerce Business
Your chatbot is your 24/7 customer service tool. But setting it up is just the start; here are the steps to optimize your chatbot and drive sales.
Many Filipinos prefer shopping online because they can get more affordable products and better deals. This also means more shoppers are reaching out to businesses online.
Filipinos would message online sellers through Messenger or other messaging apps to inquire about a product.
HM, ano po sizes, ano po ang mga kulay, do you deliver to X location? We normally see these in the comment sections or a social media post. These are also common questions when privately messaging online businesses.
As you don’t always have the time to answer each question, the next best thing is having a chatbot to handle all customer inquiries and provide information about your products and services.
More than that, chatbots can help drive sales to your ecommerce business if you design it right.
Also read: Also read: How to Step up Your Conversational Commerce
What are chatbots?
A chatbot is a computer program or an artificial intelligence (AI) system designed to interact with humans. It simulates conversation and provides automated responses to user queries or commands.
Chatbots can be implemented in different platforms such as websites, messaging apps, or voice assistants.
Chatbots can serve a variety of purposes for your ecommerce business, including customer support, information retrieval and virtual assistants. They can help you automate repetitive tasks, provide instant responses to customer inquiries and enhance customer experiences by delivering personalized interactions.
How ecommerce benefits from chatbots
Chatbots provide several benefits to ecommerce businesses like yours. Setting up a Facebook chatbot or Instagram chatbot makes it easy to communicate with your customers.
Here are some ways it can streamline your operations.
24/7 Customer Support and Assistance
As we said earlier, a chatbot messenger can handle customer inquiries, provide support and answer frequently asked questions in real-time. They can offer 24/7 availability, reducing the need to hire customer service agents and ensuring prompt responses to customer queries.
Providing personalized recommendations
By analyzing customer preferences, browsing history, and purchase patterns, chatbots can provide personalized product recommendations. This helps customers discover relevant products and improves cross-selling and upselling opportunities for your ecommerce businesses.
Streamlining shopping experience
Chatbots can guide your customers through the shopping process by providing product information, assisting with product selection and facilitating the checkout process.
They can also handle order tracking and delivery inquiries, ensuring a seamless and efficient shopping experience for your customers.
Order assistance and updates
Your chatbot can help customers place orders, update order details and receive real-time updates on their order status. This reduces the need for customers to contact you or your customer support for basic order-related inquiries.
Instant customer engagement
You can proactively engage with your website visitors or app users, offer assistance and initiate conversations — your chatbot can do all that for you! This also helps in capturing leads, addressing customer concerns and enhancing customer engagement and satisfaction.
You save on cost and time
Implementing chatbots can reduce your operational costs by automating customer support and reducing the need for human agents. Chatbots can handle multiple customer interactions simultaneously, saving time and resources for ecommerce businesses.
Data collection and analysis
Chatbots can collect valuable customer data and provide insights into customer behavior, preferences, and trends. Your ecommerce business can leverage this data to improve your marketing strategies, product offerings and customer experiences.
And yes, increase your sales!
10 best practices when using chatbots for ecommerce
We said chatbots can help drive sales to your ecommerce business. Here’s how you can do it.
Consider these best practices to maximize the chatbot’s effectiveness in driving sales, improving customer experiences and boosting conversions to your online business.
1. Provide product recommendations
Use chatbots to offer personalized product recommendations based on the customers’ preferences, browsing history and purchase behavior.
Leverage data and machine learning algorithms to deliver accurate and relevant suggestions to your customers. This increases the chances of conversion and cross-selling.
2. Simplify product search and discovery
Enable your chatbots to assist customers in finding products quickly and easily. Use natural language processing to understand customer questions and give precise search results.
Allow users to filter and sort products based on various attributes.
3. Facilitate a smooth checkout processes
Chatbots can guide customers through the checkout process, answer questions about shipping, payment methods and discounts. They can also assist with issues that may arise during the transaction.
Offer automated order confirmation and tracking updates to keep customers informed.
4. Integrate with customer accounts
Connect your chatbot with customer accounts to provide personalized experiences. Access customer order history, saved preferences and wishlists to offer tailored recommendations and streamline the shopping process.
5. Enable conversational selling
Program your chatbot to engage in natural, conversational selling. Instead of simply providing information, you can set it to ask questions, understand customer needs and make relevant product suggestions.
This interactive approach can enhance customer engagement and increase your conversion rates.
6. Offer customer support and assistance
Use chatbots to provide fast and helpful customer support. Address common inquiries, offer troubleshooting guidance and resolve customer issues efficiently.
For complex or unresolved matters, seamlessly transfer customers to live support agents.
7. Implement abandoned cart recovery
Leverage chatbots to send automated messages to customers who have abandoned their shopping carts. Remind them of the items left behind and offer incentives or assistance to encourage them to complete their purchases.
8. Gather customer feedback and insights
Engage customers in post-purchase surveys or conversations to gather feedback on their shopping experience.
Analyze this feedback to identify areas for improvement and make data-driven decisions to enhance your ecommerce operations and increase your sales.
9. Maintain a human touch
While chatbots provide automated interactions, it’s crucial to maintain a human touch. Incorporate conversational elements, personalization and empathy into chatbot interactions to create a more human-like and engaging experience.
And if the chatbot could not accommodate the customer’s concern, seamlessly transfer the inquiry to a live sales agent or inform the customer that they will receive an update via email or other available touchpoints.
10. Continuously improve and optimize
Regularly analyze your chatbot’s performance metrics, user feedback and customer interactions to identify areas of improvement. Update the chatbot’s knowledge base, responses and algorithms to deliver better results over time.
Find the right chatbot for your ecommerce business
Follow these best practices so you can leverage chatbots effectively in your ecommerce business. Enhance customer experiences, streamline operations and drive conversions to increase your sales.
For low-budget to free chatbot apps, you can simply use Facebook chatbot messenger, TikTok or Instagram chatbot. But if you have the budget to spend, we recommend looking for paid apps that you can customize for better customer engagement.
You can Google ‘chatbot apps for ecommerce website’ and you’ll find several providers online. Check their pricing and converse with their agents to find the best one for your ecommerce business.