9 reasons your eCommerce business needs a chatbot

This allows the bot to seamlessly transfer the customer to a live agent if it can’t deal with the request. As the technology has advanced, bots have become faster and better at dealing with these questions. It means the very act of having a chatbot is an easy way to boost sales. For retail and ecommerce brands, they can be used to achieve a number of end goals – let’s explore each of them in turn.

Zalando uses its chatbots to provide instant order tracking straight after the customer makes a purchase. And the UPS chatbot retrieves the delivery information for the client via Facebook Messenger chat, Skype, Google Assistant, or Alexa. Your support team will be overwhelmed and the quality of service will decline. You probably want to offer customer service for constantly, but that takes a lot of personnel and resources. Chatbots can help you provide 24/7 customer service for your shoppers hassle-free.

Direct Visitors to the Right Product

Not having enough agents means employee burnout and a longer wait time for customers. With an end-to-end solution, Sayurbox was able to answer customer queries and handle placing, tracking and confirming orders. With availability on WhatsApp and the web, the brand was able to meet its customers where they are and solve their queries accurately without fail. Sephora is a leading beauty retailer whose mission has been to create a welcoming shopping experience for all.

The brand has its users deeply captivated with them interacting at rather high rates with their chatbots. Chatbots could access real-time data to keep your customers in the loop about where their products are. A chatbot can pull data from your logistics service provider and store back end to update the customer about the order status. It can also offer the customer a tracking URL they can use themselves to keep track of the order, or change the delivery address/date to a time that suits them best. With the help of chatbots, you can collect customer feedback proactively across various channels, or even request product reviews and ratings.

Chatbot Uses Cases for Support

Additionally, notifications through email aren’t the best way to reach consumers in 2021. For one, younger shoppers are ditching email in favor of messaging apps such as Facebook and WhatsApp. Email also has a worse open rate than other communication channels such as push notifications (the kind used by chatbots) and SMS. Here are some great E-commerce chatbot use cases to inspire your creativity. Let these give you some ideas about how you could best utilize your chatbot. Among the 3 of them, they offer make-up advice, share how-to videos, and even let users book appointments for makeovers at Sephora’s physical stores.

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