AI Chatbots and How They Help eCommerce Sites
by Web Team | April 8, 2021
AI chatbot platforms are made to provide answers and help find solutions to the questions and situations that the website or social platform users have. They are fully automated chat systems that are made to suit the needs of individual businesses. As users interact with these chatbots, they become smarter with AI training and can answer more questions to best provide customer support.
Ecommerce, AI chatbots increase revenue, connect to third-party integrations, provide customer support, and include eCommerce features. The AI connects and searches product databases, provides product recommendations, recover abandoned carts, engages visitors, gives marketing insights, and is more beneficial than live chat systems.
Conversational AI chatbots are personal virtual shopping assistants that run 24/7/365. AI chatbots filter those repetitive questions out so that the live support team can spend their time with the more complex situations that are not able to be answered by the chatbot. Additionally, over 63% of people prefer to talk with a chatbot compared to a live representative. Ecommerce chatbots can look up an order status and send the user to their package tracking page. AI chatbots can reduce support tickets by 25% – 50% and up to 78%. Customer support receives many simple and repetitive inquiries, but those inquiries can be solved fast and effortlessly with an eCommerce AI chatbot.
What is special about an eCommerce AI chatbot
Most AI chatbots can help as customers are navigating websites, eCommerce chatbots have unique features to improve sales and help customers overcome sales obstacles. Here are a few of the ways that having an eCommerce AI chatbot can benefit your eCommerce shop.
- Customer service – AI filters out the frequently asked questions allowing live representatives to spend more time with more complex situations.
- Searching product databases – Finding products quickly and effectively based on user description and recommend products to increase sales.
- Abandoned cart – Drive returning customers to complete a purchase and make shopping more efficient.
- Engage – Conversation engages customers and increases the likelihood for a shopper to overcome sales obstacles.
- Marketing insights – Gain knowledge about your customers to improve customer experience.
In greater detail, Conversations with an eCommerce AI chatbot can switch topics within the AI’s knowledge like a normal conversation. Available 24/7, AI chatbots reduce the number of support tickets by resolving repetitive customer inquiries and comments Users can voice their concerns, ask their questions, and communicate by typing into the bot. The chatbot acts like a sales representative, but it also acts as a customer service agent.
AI chatbots allow support to have more time to help with higher-level issues, questions, and comments. Ecommerce AI chatbots are a simple way to increase the number of customers that can be helped by providing faster responses than live chat and a better shopper experience. For customers’ needs to be met, bots provide answers to the best of their AI knowledge and users can request to speak with a live representative if needed.
Search Product Databases
Similar to a website’s search bar, the chatbot can comb through a product database based on the user’s description of what best fits their needs. But it is much more than just a search bar, Ecommerce AI chatbots have product add-to-cart buttons, images or videos, and a short description within the chat window. The chatbots can connect directly to the product database; the AI chatbot can then recommend the best product for that shopper as well as upsell other products. Having the AI chatbot search the product database is a simple way for customers to get their questions answered and provides a quick way to shop, often finding products buried in menus.
These bots integrate with all eCommerce platforms. Some of these Integrate with popular eCommerce platforms like Magento, Shopify, WooCommerce, and BigCommerce make integration instantaneous. Data can also be sent to third-party platforms like live chat, CRM, and customer support ticketing systems. Integrating with these platforms allows easy access to the product databases and automatically adds products and descriptions to the AI chatbot.
Along with searching product databases, eCommerce AI chatbots can engage customers in a conversation to find out what would best suit what they are looking for. They provide recommendations and prompt them to be added to the cart. After a product is selected, the AI can make recommendations cross-selling and up-selling additional products. The AI chatbot can determine which products are best sold together and suggest those additional products before checkout.
Products can also be presented to the shopper in a priority that best fits the eCommerce store’s goals. For example, are they looking to sell the most profitable products first or products that are low on inventory or in a close-out end-of-season status. Recommendations can also be added by the company’s preferences to feature a certain product or group of products.
Abandoned Cart Feature
The abandoned cart feature saves cookies to prompt returning customers to purchase what they have left in their previous cart. Abandoned cart systems like Ochatbot work without email and can detect if the shopper is interested before they get to checkout. Whereas traditional abandoned carts only work if the shopper has gone through the checkout process by adding their email address.
Having this eCommerce AI chatbot feature allows customers to view what they were previously interested in and they will not have to search through the website to remember what they had originally. This allows for quick and convenient shopping. For eCommerce businesses, the abandoned cart feature significantly increases revenue. On average, it increases revenue by 27% and up to 34%.
Ecommerce websites require large amounts of engagement to make window shoppers customers. Thankfully AI chatbots do just this. AI chatbots engage shoppers during their buying journey through chats in a conversational manner. Fully automated, 24/7 AI chatbots overcome sales objections and help visitors get their questions answered and their needs met with instant feedback. The engagement between the visitor and Ochatbot’s AI chatbot increases sales revenue by 15% – 35% when shoppers engage with the chatbot.
Ecommerce AI chatbots have features like page targeting and trigger to fully engage users with the bot. These are all customizable and allow for the chatbot to meet their business needs. Page targeting is where the bot pops up with a specific question based on where the user is on the website. When they switch to a different page, a different question will appear, pushing them to engage the users in a conversation leading to sales. The triggers also engage the visitor depending on when and where they are on the site. Often it pops up when a visitor first gets to the site, similar to when a sales representative approaches shoppers at stores upon entry.
Gaining insights on how users are navigating through the site is important to overcoming sales obstacles. Ecommerce AI chatbot provides insights, weekly reports, and analytics. The AI chatbot collects data from users, including user responses, fallback reports, page engagement reports, and form response reports. These features assist with AI training by providing information on where users are hitting sales obstacles. Gaining insights on how users are moving through the website, what conversations, comments, and questions they ask can be found in AI chatbots reporting and analytics.