The eCommerce industry is dynamic and constantly changing. Anyone who owns, runs or manages an eCommerce site must ensure that they are aware of all the latest developments and how to incorporate these into their site in order to provide the best possible user experience. Better customer relations, easier shopping experiences and a streamlined FAQ and help system are all necessary, and a chatbot can help your site to achieve all of these things.
What is a chatbot?
A chatbot is a specific type of software that is interactive, allowing users to ask questions and receive specific responses, or directions on where to go if the specific question cannot be answered in detail. This is presented in a conversational format through a direct message interface, much like the end user would get if talking to a real person. As such, chatbots allow for personal interaction with consumers without having to rely upon a human being acting as the message receiver.
Chatbots are seemingly becoming the norm for eCommerce websites and it’s not difficult to see why.
Our experts at Denave have suggested why they think this is occurring, and how chatbots help to drive eCommerce sales.
1. They make customer interaction better
By providing customers with an instant response to messages, customers feel as though they are receiving a personal message from your brand. On average, customers have to wait 10 hours to receive a response from a human employee, whereas a chatbot will identify the customer’s needs and respond instantly. Equally, the software behind chatbots monitors a customer’s browsing and buying behaviour, offering them personalised recommendations and suggestions, thus giving more of a personal quality than a human assistant could.
2. Chatbots are available 24/7
Anyone can message a chatbot at any time of the day or night and will receive a response almost instantly. This speedy response means the customer is more likely to continue with their purchase due to the item still being on their mind when they receive the response. Having their queries solved so quickly will result in them being more likely to complete their purchase. Furthermore, chatbot software can handle multiple queries at the same time from multiple users, meaning they will not get overwhelmed by the workload, unlike their human counterparts.
3. Chatbots monitor the questions asked
By analysing the questions that your chatbot is asked, you can uncover valuable information about your eCommerce store. If a significant proportion of the questions asked are about your shipping processes, then it becomes immediately obvious that you need to make this information more visible and easily accessible to your clients. Equally, these trends can be observed over time, so that you can see to what extent any modifications you have made in response to the initial analysis has been successful.
4. Chatbots cut down the human workload
Instead of your employees having to deal with hundreds of emails all asking the same questions, a chatbot can answer these for your customers. Not only does this mean your clients receive an answer immediately, but it also means there is less work for you and your employees to undertake, allowing you to focus on the more important aspects of your eCommerce site and dedicate more time to growing the business.