How chatbots in customer service are changing support with AI

How chatbots in customer service are changing support with AI

The traditional way of providing customer service fails to meet the ever-evolving expectations of the new generation of customers. Therefore, companies still sticking to the old ways must change their methods to provide a better experience to their customers at every step of their journey.

AI-enabled chatbots for customer service are making their way into the support sphere, as they can impact support and automate sales and marketing functions.

With 50% of customers no longer caring whether they are handling humans or AI-powered assistants, automation through crawlers can bridge the gap in the client assistance hierarchy and include value.

Using customer service bots makes it easy to provide better and faster support at various touchpoints of the customer journey, streamlining processes and improving customer engagement.

What is a customer service chatbot?

Customer service chatbots are designed explicitly for purposes along the Customer Journey. An intelligent customer service chatbot can answer up to 70% of simple, frequently asked customer questions or direct customers to additional information or resources on your website.

Such chatbots have the added advantage of decreasing the variety of inquiries in the get-in-touch-with facility, which means client service agents can spend more time taking care of intricate consumer problems instead of regurgitating information that can conveniently be automated or located in a frequently asked question.

Related: How To Gather Customer Feedback With A Chatbot

12 essential advantages of chatbots in customer service

Many firms are choosing AI chatbots as an essential part of their customer service operations to improve reaction time and minimize operational expenses. Because bots can quickly resolve simple questions, your team has more time to address complex issues and help improve the customer support experience.

Using AI for chatbots in customer support can speed up support on many levels.

• #1. Provide immediate support
• #2. Provide a better experience
• #3. Remain available 24×7
• #4. Ensure seamless hybrid support
• #5. Achieve easy scalability
• #6. Minimize customer support costs
• #7. Reduce the number of support tickets
• #8. Collect feedback in real time
• #9. Improve support agent productivity
• #10. Automate social media support
• #11. Minimize IVR frustrations
• #12. Track customer satisfaction KPIs

Let’s look at each of these opportunities in detail;

#1 Offer immediate support

Long wait times often deter customers.

With companies losing 75% of customers because of wait times, it’s safe to state that the absence of instant answers is just one of the most significant frustrations for customers and many root causes of client churn.

Carrying out a chatbot with other communication channels can aid you in supplying immediate aid for FAQs asked for by customers.

How can a customer service chatbot enhance support?

Bots can be the first factor of contact to lower consumer spin and give a human handoff for complex problems.

You can educate your customer assistance chatbots to expect customer requirements and give appropriate feedback. If your business receives recurring inquiries, implementing chatbots can be a helpful way to provide immediate support without keeping customers waiting.

Even if chatbots can’t fix a problem immediately, they can at least give an instant response that addresses the customer’s inquiry and leave a good impression on your customer.

#2. Deliver a better experience

Good conversation support is always one of the most critical aspects of customer experience.

When you use a chatbot for customer service, you can respond to customer queries in real time, which increases customer sympathy for your brand.

A chatbot on the internet site or a messaging app can provide some support 24/7.

Tips for better CX with a customer service bot include

• Identify the nature and urgency of the problem.
• Send the ticket to the correct department or agent.
• Move it to the front of the queue based on urgency.
• Help the client schedule a chat/call throughout business hours to eliminate the feeling of uncertainty.

#3. Stay available 24×7

43% of consumers expect e-commerce/online retailers to provide 24×7 customer service, while only slightly fewer expect the same, but for about 12 hours a day/7, days a week.

Of course, faster problem resolution is at the heart of what customers want when they expect companies to be available 24/7.

Responding quickly and fixing a problem on the first contact is an essential factor when it comes to retaining customers. That is one of the main reasons why chatbots provide excellent customer service around the clock.

The customer support chatbot can draw on extensive resources and provide quick responses anytime, even when the support team is unavailable.

Contacting customers at their preferred time increases satisfaction and loyalty to your brand.

Best techniques for utilizing AI-powered client service for day-and-night assistance

• Use the crawler to engage your consumers by responding instantly to common concerns.
• Answer simple questions instantly with customer support chatbots and reduce support tickets.
• Rely on the customer support chatbot template to help employees focus more on the essential aspects of customer service.

#4. Ensure seamless hybrid support

Companies that want to offer live chat support have three options:

• Live chat
• Chatbots

A hybrid approach that leverages both channels

Striking the right balance between the two communication channels can help deliver better customer support. When you offer hybrid support, you can quickly strike a balance between relaxing the support team and offering qualified services to your leads.

It’s like involving your bot in the first phase and putting human support in the background.

This way, companies can automate repetitive requests with bots and ensure that complex requests are seamlessly routed to a human agent.

Tips for providing hybrid support with a customer care chatbot

• Before offering hybrid support, you must first gain a better understanding of live chat and chatbots by learning about the pros and cons of both platforms.
• There needs to be a seamless transition between the client service chatbot and human agents so customers don’t experience any inconvenience.
• It is essential to rely on hybrid support to reduce the number of touchpoints for the overall solution.
• If the bot cannot resolve the request, it needs to be forwarded to the agent to get an effective solution right at the first contact.

#5. Achieve easy scalability

The ability to scale support is an essential thing a customer-centric business can ask for.

There are times when a sudden spike in traffic is inevitable, such as during the holiday or peak times. How would you handle the rush at such times with the same support infrastructure?

You will face challenges such as adding more support experts, conducting training, etc.

Using chatbots in customer support can help you avoid all these issues and allow you to have real-time conversations. Moreover, this is easy and economical as the cost of chatbots is easy to manage.

Moreover, chatbots in customer service can also help you increase your business’s productivity without additional costs and resources.

How do you scale assistance with the best customer care chatbots?

You can quickly stabilize scalability with both chatbots and live conversation. The bot manages specific demands, while the facility demands are passed to human support.

Bots can handle endless conversations, regardless of time and volume, promoting business growth and customer satisfaction.

#6. Minimizing customer support costs

Chatbots can help reduce customer support costs without sacrificing service quality.

Thanks to bots, your company can save on costs associated with hiring more support staff, performing assistance training, or keeping a robust assistance framework.

Using a chatbot for customer service can help handle numerous conversations at once and handle an increased volume of customer inquiries without increasing costs.

For this reason, you should plan to invest in artificial intelligence for customer support to reduce costs and still provide an excellent chatbot customer experience.

How can AI-powered customer service help lower support costs?

You can estimate peak times for your business and then deploy chatbots to manage costs. If your price per chat is high, you can carry out a customer assistance chatbot to manage discussions successfully without additional investment.

You can regularly train your customer support chatbots with FAQs and help them better understand the user’s intent to provide a relevant response.

#7. Reduce the number of support tickets

Failing to resolve your customers’ issues as quickly as possible can hinder the growth of your business and, of course, lead to an increasing number of support tickets.

Every year, 265 billion support tickets and calls are made worldwide, which means a considerable loss in support costs for the industry. To avoid such losses, you must boost client experience with your brand name and solve their issues quickly.

How do the very best client support crawlers minimize assistance tickets?

With bots, you can automate straightforward inquiries like order status, return plan, and distribution times and handle your customers efficiently.,

The future of customer service chatbots

In the near future, we expect to see chatbots becoming smarter and more capable than ever before. They’ll learn from their interactions with customers and adjust accordingly.

For example, a chatbot may ask questions about the user’s location, then route the call to the nearest agent. Or, a chatbot could recommend products based on the user’s preferences

Can program customer support robots with all the details to deliver error-free service, avoid difficulties, and attain incredible accuracy.

The best customer support chatbots can even offer personalized responses based on previous interactions with the customer.

#8. Collect feedback in real time

Feedback is essential for any business, as it helps you learn how satisfied customers are with your products and services. However, it can be challenging for businesses to get customers to fill out feedback forms or answer questionnaires.

Avoid such situations by implementing chatbot services, as you will get a better feedback loop and improve customer relations while having better data about users.

Customer service chatbot templates can assist make the process interactive, fast, and accessible by helping you get real-time comments at every stage of the customer journey, whether at the time of the chat conversation or the purpose of a product.

Tips for using a customer service chatbot to get customer feedback

• You can use a chatbot to gather initial details before linking the customer to the best support representative and lower client wait times.
• The feedback from the bot can help you identify the areas you need to improve on your products, services, or bot flow to achieve better interactions.

9. Improve the productivity of support staff

Implementing chatbots for customer support rises the efficiency of a customer service team. Support agents can become three times more productive in handling priority tasks when bots are in place to answer frequently asked questions seamlessly and promptly.

Similarly, bots can answer inquiries around the clock, saving valuable staff time for other, more critical tasks.

How do bots make the assistance team more productive?

• Handling large support requests: Bots can handle multiple customer interactions simultaneously, ensuring that your customers don’t have to wait long for a response.
• Escalating issues to the right team: Some customer issues require expert help, and bots can route them to the professional support staff and ensure better responses.

#10. Automate your social media support

Many customers today use social media to engage and provide customer support.

However, in most cases, this contact needs to be made promptly.

Companies have limited resources and don’t want to dedicate additional human resources to social platforms. Customer support chatbots can overcome this problem by providing automated responses to user queries on social media. Social bots can have seamless conversations with users to assist them.

They can also help build closer customer relationships by providing targeted content and anticipating user responses.

How can social bots be used to engage with customers more efficiently?

They can promptly respond to users’ queries and comments, improving the customer experience. Many industries, such as retail, travel, entertainment, healthcare, and finance, can use social bots as assistants and provide excellent customer service through social media.

Social bots can help you improve your social image by providing real-time customer support on a large public platform.

#11. Minimize IVR frustrations

Customers prefer to use interactive voice response (IVR) systems on phone calls.

Listening to the menu is time-consuming, and not getting personalized responses is a recipe for poor customer service. Other common inconveniences customers face with IVR systems include routing calls to the wrong teams, hang-ups, limited options, etc.

Chatbots for customer service can be an excellent way for businesses to free customers from the frustrating IVR system. Straightforward answers with no wait time or choice of options will improve user satisfaction.

How can chatbots be used to eliminate IVR issues?

Customer support bots can engage customers instantly by giving them the answers they want. The bot automatically routes the chats to the right team, ensuring a quick and effective resolution without keeping users waiting.

As a company, you save time and costs for routing a customer between different departments.

#12.Track customer satisfaction KPIs

Three out of five Millennials have used chatbots at least once.

Customers are satisfied with the chatbot and have become accustomed to it. However, when developing a chatbot for customer service, it is essential to define the end goal of the bot and find out if those goals are being met.

Customer Satisfaction Score (CSAT) or Net Promoter Score (NPS) is the most vital metric to measure customer service.

Using these KPIs, you can determine the extent to which your customers are satisfied with their interaction with your bot. You can improve your bot flow based on the scores to enhance the chatbot customer experience.

How can customer care bots evaluate CSAT metrics?

You need to evaluate your bot conversations’ CSAT or NPS scores and understand whether your customers are satisfied with the bot. Based on your metrics, you should check whether the bot is helpful and revise the flow/design to ensure that it helps the customers.

You should monitor the bot’s performance regularly to increase customer satisfaction.

Improve your support with customer service chatbots

Artificial intelligence is now integral to user engagement strategies and is changing how businesses support their customers. Thanks to the increasing use of AI, brands find it beneficial to deploy customer service chatbots to provide instant answers and reduce the likelihood of human intervention in either direction.

Moreover, AI-powered bots have helped reduce operational costs, leading to higher customer satisfaction. As things stand today, customer support chatbots will have more advanced artificial intelligence (AI) and machine learning (ML) capabilities to understand the context and sentiment of customer queries and ensure that the response matches the users’ language.

Have you checked out our Feedback and Customer chatbot?

It helps ensure your website is in tip-top shape. Check it out now here: Feedback and Customer chatbot

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E-commerce chatbots: Every little thing you require to know about making use of chatbots to expand your online business

E-commerce chatbots: Every little thing you require to know about making use of chatbots to expand your online business

As an e-commerce business owner or marketer, it’s becoming increasingly important to keep customers engaged in addition to the other tasks a business has to do.

From your storefront to social media and all the other digital touchpoints you’ve set up, it’s getting harder by the day to keep up with conversations at different stages of the customer journey.

The problem is that you can only do with conversations in a competitive market. They are the only means to excite a consumer and also get them involved with your brand in one way or another.

Fortunately, there is an intelligent solution to do all this at scale – eCommerce chatbots.

Chatbots have become one of the most popular eCommerce trends for businesses. But some brands still need to be convinced about using conversational commerce technology.

If you’re looking for answers on what chatbots are, what benefits they offer, and how to use them, you’ve come to the right place. This blog will teach you everything you need to know about chatbots in eCommerce!

What are chatbots in eCommerce?

A chatbot is a computer program that automatically initiates customer interaction or conversation. These conversations occur based on predefined conditions, triggers, and events around an online customer’s buying process.

➢ Let’s explain this with a simple example

You visit Nykaa to explore the beauty and cosmetics range. However, you need help figuring out where to start, so you contact the company via the chat bubble on the website.

Once you click on the bubble, you’ll be asked a question about your concern and presented with several options.

The chatbot determines the following steps based on the answer you enter. In this case, it asks you for more details about your skin problem so that it can bring in an expert from its team to advise you.

That is the most straightforward instance of what an eCommerce chatbot looks like.

While our example was about a chatbot implemented on a website, such interactions with brands are now possible on social media platforms and even messaging apps.

Now let’s talk a bit about why such prominent brands as Nykaa, which can have a team of agents to answer customer queries, are using chatbots.

Related: 11 Ways eCommerce Chatbots Can Increase Sales, Support, and Lead Generation

Why are chatbots important for e-commerce?

1. Your clients want to talk to you

A study on consumer expectations found that people want to talk to brands before they buy from them. That is especially true in today’s world, where most of our purchases are made online, and there needs to be more opportunity to touch a product before buying.

If you are unavailable at a specific time of the day, it can be taken to mean that you don’t want to talk to customers; you want to sell them something.

A chatbot assists you talk to clients at a time and place of their choosing, helping them make a purchase or easing their fears and showing them that your brand takes them seriously.

2. Your customers want immediate answers

As a consumer, how often have you waited for a brand to respond to an inquiry within 24 to 48 hours?

Chances are, you’re looking for another business where you can get more information about what you’re looking for. Or for someone who can help you shop.

According to various surveys, 82-90% of consumers expect brand companies to provide immediate answers to marketing, sales, and customer service questions. Imagine responding “instantly” to a hundred inquiries on your website and through your social media channels – you can do it. That is where eCommerce chatbots come in.

The technology can handle most of your customer service requests using the data already on your website. This way, the conversation stays engaged, the customer stays connected to your brand, and is, therefore, more likely to buy the product.

3. You can’t be available 24/7

Another reason brands could be faster in responding to consumers is their unavailability. You could be servicing a new item launch, outsourcing materials, or trying to find partners to advertise your brand – there’s always plenty to do that can keep you from chatting.

While you could have a team of live agents answering customer questions daily, they also have a schedule. On the other hand, your customers and their buying behavior need a schedule!

Think about how many times you’ve shopped at midnight.

A chatbot helps you be available 24/7 to answer questions at any given time. If a chatbot can’t help the customer, it can continue the conversation by asking more questions and collecting data you can follow up on the next day.

4. Your customers are everywhere

Because of the pandemic, consumers have been making daily purchases online. But “online” alone is a long shot.

Now that we’re back to normal, offline channels are coming back into the mix of the customer journey. Simply put, your customers are everywhere. They can contact you through your online store, Facebook, Instagram, or even WhatsApp to get an answer to a question.

According to G2, multichannel selling is the only way for e-commerce businesses to keep up with customers and meet their needs on the platform of their choice.

Imagine having to keep up with client conversations on all of these channels – that’s why businesses are adopting eCommerce chatbots.

5. The cost of your live agent can quickly spiral out of control

In the past, companies hired live agents to handle customer inquiries in various departments. But think about how many employees you need to keep track of all customer conversations across platforms.

The relevance of “human” conversations remains, but the need for immediate answers is where live agents become challenging to deal with the modern-day consumer. Employing more live agents is no longer an option if you’re looking to optimize costs to streamline budgets and focus on marketing and advertising.

➢ That’s where chatbots come in

Comparisons have shown that chatbots are easy to scale and can handle more than thousands of requests per day at a much lower cost than hiring as many live agents. A study by IBM found savings of 30% for companies using chatbots.

What are the different types of chatbots?

To provide the above benefits, chatbot technology is constantly evolving. While much work is still being done on the automation front using artificial innovation and artificial intelligence, chatbots can be broadly categorized into three types.

While we won’t go into the technical aspects of each type, here’s a brief overview of the three:

1. Simple chatbots

Simple chatbots are the simplest form of chatbots and have limited features. They are likewise called “rule-based bots” and are very task-specific, making them suitable for simple dialogs.

The chatbot is set up to ask questions based on predetermined options. The consumer can then pick from the choices till they obtain a response to their inquiry.

In this situation, the chatbot does not draw context or inferences from previous conversations or interactions. Each answer is based on the consumer’s input and is taken at face value.

An example: is a pizza order. To order a pizza, this chatbot walks you through a series of questions about the size, crust, and toppings you want to add. It guides you through ordering a pizza until you provide a delivery address and make payment.

Chatbots used for order status are another example. A simple chatbot asks you for the order number and, depending on the option, provides you with an order condition update or a tracking URL.

2. Intelligent chatbots

Intelligent chatbots are one step ahead of the logical chatbots mentioned above. They are developed with technologies like AI to better understand human interactions and intentions before responding to them. They can mimic human-like, free-flowing conversations by learning from previous interactions and predefined parameters while building the bot.

➢ Shopping assistants in online stores are one example

A consumer can seamlessly converse with these chatbots and determine the nature of the interaction. If they are looking for skin-whitening products, they can send a message to the chatbot. The chatbot can read, process, and understand the message and will respond with product recommendations from the store that match the concern.

If you’ve used Siri, intelligent chatbots are pretty similar to this! No matter how you ask a question, the chatbot can give you a suitable answer.

3. Hybrid chatbots

A hybrid chatbot is usually a combination of simple and intelligent chatbots designed to simplify complex use cases. They are geared up with some rule-based jobs yet can additionally recognize the intent and context behind a message to offer a human-like reaction.

➢ Let’s return to the pizza example

A hybrid chatbot would ask the same questions about size, crust, and toppings. In addition, it can also ask questions like, “How would you love your pizza (sweet, bland, spicy, very spicy)?

The two commonalities of these chatbots are that they can be customized to the use case at hand and seamlessly transition into a conversation when you need to intervene to answer a customer query.

Are chatbots successful in eCommerce?

If statistics are to be considered, the answer is yes, and they are already being used in various industries.

According to Gartner, 85% of customer interactions will occur without interaction with another human; we will increasingly use self-service options and chatbots.

The worldwide chatbot market is anticipated to be worth $9.4 billion by 2024; growth is being led by consumer demand for self-service and 24/7 customer support.

According to a Facebook survey, more than 50% of customers say they are more likely to shop with a business they can connect with via chat.

About 74% of consumers use chatbots to research or purchase a company’s products and services.

Fifty-seven percent of businesses have found that chatbots provide an everyday experience for shoppers, resulting in higher ROI with minimal effort. But here are the exciting numbers that will convince you that it’s time to deploy eCommerce chatbots:

Greater than 59% of Millennials and 60% of Gen Xers have already interacted with chatbots. Nearly 50% of shoppers are willing to buy products/services through a bot conversation.

Now that you know your customers value getting the correct answer more than just getting it from “you,” let’s look at how you can utilize chatbots in eCommerce.

Related: How to increase e-commerce sales with chatbots

How can you utilize chatbots in eCommerce?

There are several ways eCommerce businesses use chatbots. Here are some of the most compelling use cases:

1. Collecting client details

Chatbots are an excellent way to record site visitor intent and use the information to personalize your advertising and marketing projects.

For example, when somebody comes down to your site, you can use a welcome robot to start a discussion with them. As you talk to the visitor, you can capture information about the products they’re looking for, how they want to be notified about products and offers, and so on.

2. Offer shopping assistance/customer support

Despite how complete your item summary and media gallery are, an online buyer is bound to have inquiries before buying.

You can use a chatbot to answer questions about sizing, available product variants, ongoing discounts they can redeem, or even provide product recommendations based on their searches.

3. Upsell and cross-sell to shoppers

You go into a store to buy a pair of jeans but often leave with a matching shirt. That is because the salesperson has managed to sell you a good pair of jeans and cross-sell you from another product category.

A chatbot can assist you in doing this online. Based on what a consumer is seeking or what web page they are on, a chatbot can begin a discussion that helps them find other alternatives that may be better than the customer’s mind.

Similarly, based on the shopper’s intent, the chatbot can also recommend products that match what they were looking for. Think of it like product recommendations, but in an informal setting, like talking to the salesperson you met.

4. Preventing and recovering from abandoned carts

There can be multiple reasons why an online shopper abandons a purchase. With chatbots, you can prevent them from abandoning the cart or bring them back if they have already abandoned it.

For example, if you see a site visitor abandoning the cart and leaving your site or taking too long to move to the next step, you can utilize a chatbot to trigger a conversation and ask if the visitor needs aid. Whether calculating delivery costs, using a discount on the cart overall, or simply sharing return and exchange policies to put the site visitor comfortable, a chatbot can do anything to stop cart abandonment.

When a visitor has deserted the cart, they can use a chatbot on social media to advise them of the items they left. Can use the discussion to either bring the visitor back to the shop to complete the acquisition or to comprehend why they deserted the cart in the first place.

5. Keep your customers engaged

If you’ve been sending email newsletters to keep your customers engaged, it’s time to employ another strategy.

Chatbots are great for keeping customers engaged. Two-way conversation, as opposed to the one-way distribution of details and updates, is a lot more effective and gives you many more possibilities to learn more about the client better or market them something.

For example, when a customer has bought in your shop, you can utilize chatbots to send them product guidelines or introduce them to various other items that match their passions. You can use the customer’s responses to follow up with them and get them to revisit your store!

6. Collect customer feedback and reviews

Chatbots are also highly effective at collecting customer feedback. Think of traditional emails asking for product feedback.

Visualize walking right into a store and being asked about your purchasing experience before leaving.

In the second case, you are likelier to share your feedback because it is a conversation, and we humans like to talk.

Chatbots allow you to proactively solicit customer feedback or request product reviews and ratings through various channels. In addition, chatbots can assess negative comments before it goes online, so you can deal with a client issue before it’s posted!

7. Provide easy order tracking and updating

Another excellent use case for a chatbot is order tracking.

While most e-commerce companies have automatic order status notifications set up, many consumers prefer to take matters into their own hands. Instead of enhancing the number of messages and calls you receive for order tracking, you can handle the requests with a chatbot.

A chatbot can pull information from your logistics provider and the backend of your store to inform the customer of the order status. It can also provide the customer with a tracking URL that they can use themselves to track the order or change the shipping address or delivery date to a time that suits them best.

Simply put, an e-commerce chatbot simplifies a client’s buying journey with a brand by bringing the conversation back to the digital world. And the good thing is that can use eCommerce chatbots at all the popular digital touchpoints consumers use today.

Where can you utilize eCommerce chatbots?

The great thing about eCommerce chatbots is that they can be implemented on multiple platforms, allowing businesses to be more proactive with their features and use cases.

Some of the most popular channels where eCommerce chatbots are used are:

1. Live chat (in your store)

Since 46% of customers prefer live chat over contacting them via email or phone, a chatbot is the first thing you should consider implementing in your online store. That will help you welcome new visitors, guide them on their path to purchase, provide assistance before, during, and after the purchase, and prevent shopping cart abandonment!

Chatbots have also been proven to improve customer experience and reduce bounce rates by keeping visitors engaged.

2. Facebook

According to a study by Facebook, many consumers interact with brands on social platforms to get more information about products, offers, and discounts. For this reason, implementing a chatbot on Facebook Messenger is essential.

With a Facebook Messenger chatbot, you can support customers you’ve discovered through Facebook stores, groups, or your marketing campaigns. Can use the chatbot to direct them to your website or alert them to ongoing offers and discounts they would find there.

3. Instagram

Studies have shown that nearly 150 million Instagram users have monthly conversations with a business on the platform. Instagram has become one of the most critical channels for customers to uncover brand-new brands and make purchases.

Commonly, businesses respond to DMs by hand. However, as the business expands, managing DMs and overseeing conversations (some of which are repetitive) can become too much. That is where Instagram chatbots can help.

You can use them in a similar way to Facebook chatbots. You can use a crossbreed chatbot to gather consumer info, offer item information, or guide them to your internet site, relying on what they are searching for.

4. WhatsApp

WhatsApp has over 390 million individuals alone, as well as with the launch of WhatsApp Organization API, eCommerce companies can utilize this individual base for their advertising and marketing.

There are over 5 million businesses on WhatsApp, and the number continues to grow to meet the demand for conversational commerce. But imagine answering customer queries on a chat app at scale is impossible!

WhatsApp chatbots can help businesses streamline messaging app communications and increase engagement in their program campaigns. We are seeing organizations use these chatbots to provide better customer support, recover abandoned carts, gather customer feedback, and more.

5. Telegram

Telegram is another messaging app used by businesses for marketing and customer support.

Like WhatsApp, you can establish eCommerce chatbots on the messaging platform to answer customer queries and keep them engaged, leading to more store visits and conversions.

But before you jumpstart and implement chatbots on all channels, take a quick look at a few of the best practices you should follow.

Best practices for using chatbots in eCommerce

A chatbot eliminates the obstacle between you and your customers by enabling seamless and proactive conversations. However, to get among one the most out of them, you must:

• Identify your most used channels: Look into your analytics to identify your most important traffic sources; prioritize the chatbot implementation accordingly. Start with only the absolute must-haves.
• Keep your chatbot flow simple and intuitive: Make sure communicating with your brand is simple. Think about the consumer first and foremost when implementing a simple flow.
• Have your FAQs ready: Most consumers who contact businesses have recurring and common questions. Take note of these and create a comprehensive FAQ library that you can include in your chatbot flow to make information easier.
• Use the chatbot throughout the customer journey: Don’t limit the utilize case of chatbots; know more about how you can utilize conversations to improve the customer journey before, during, and after a purchase.
• Ensure handoffs: There will be moments when a chatbot cannot answer a customer inquiry; ensure there is a way to notify you and end the conversation immediately.
• Integrate with your CRM: A chatbot collects customer data during the conversation. At a time when personalization is the order of the day, make sure you systematically record all the data. That is where integration with your CRM can be beneficial!
• Monitor and optimize: Don’t establish chatbots and forget about them. Continuously learn how your customers interact with the chatbot and what you can do to improve their experience; a chatbot can help increase your revenue and sales.

Now you know why chatbots are essential, how to use them, and where not to miss another conversation. It’s time for you to establish an eCommerce chatbot!

FAQ

What is an eCommerce chatbot?

An eCommerce chatbot is an AI-powered technology used by online retailers to assist consumers at every phase of their purchasing journey as online shopping assistants.

How do I use an eCommerce chatbot?

Chatbots are a great way to engage with your audience and convert leads into customers. They’re able to understand natural language and respond appropriately to inquiries from consumers.

Looking For The Best E-Commerce Chatbot Software? Please Visit Engagerbot

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