Use of Chatbots Drive E-Commerce Success

access_time July 16, 2019
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Chatbots are finding increasing favor among consumers globally, with several of such customers turning to these chat platforms for their day to day needs. According to a report by Bigcommerce, 51% of Americans prefer to shop online, which includes 67% of millenials and 56% of Generation X. Chatbots help you create a permanent touch point and a dynamic communication with users, promising to dramatically advance the shopping experience of most consumers. Chatbots can be termed as conversational tools that are capable of engaging multiple users to give structured responses to the most basic queries. Due to their instantaneity and ease of use, they possess significant potential for e commerce websites. Knowing the huge potential and the vast opportunities that online shopping is likely to provide, no organization intending to attract customers and build up big sales volume can ignore this great potential opportunity. Let us now take a look at the specific manner in which chatbots will help e commerce firms achieve greater online success through increased sales. Helping customers in their purchasing decisions According to a report by Gartner, 44% of shoppers will abandon a shopping website if they do not find an instant response to their queries. Chatbots are able to provide immediate responses as they work 24×7. When customers receive such quick responses, they feel happy and in turn will reciprocate this gesture by making immediate purchase decisions. Personalization Consumers in general expect personalization from sellers and any seller that is able to understand customer intent and deliver customized service will find greater acceptance among consumers. It is here that chatbots assume significance as online commerce chatbots will provide a conversational assistant who can acknowledge the shopper’s intent and personalize the recommendations that are provided to the shopper. Answering questions Consumers expect immediate answers to their queries and chatbots would be the best medium to take care of this aspect. A customer can speak to a chatbot online and expect to get a reply on any product topic, such as whether the product is in stock, its quantum of availability and if the order had already been given, then its current status etc. E commerce firms like Amazon have launched their e commerce chatbot name “Alexa” that will assist Amazon customers in answering all queries on products. Alexa will perform all the tasks that a human being does but without getting tired or making an error. Cost Savings As per reports, chatbots currently account for business cost savings of $20 million globally. Chatbots can replicate the work done by human resources and work 24×7 with no demands. Additionally, with their ability to multitask, chatbots can interact with several people at once. Making cancellation & refund easy and transparent Cancellation and refund related processes are often tedious and vendors find it rather frustrating. Customers would demand replacement immediately for products that are not to their liking and some employees could get angry over such requests from customers.. Chatbots, however, are always patient and polite and will accede to customer’s requests for replacement if the product is indeed faulty. This will make the customer happy and contented. The ultimate aim of every e commerce firm, then, is to provide their customers with the best shopping experience ever. This will help them retain their customers, attract new clients and improve the overall financial growth of e commerce companies. The increasing use of chatbots among e commerce companies is a testimony to the effective role that chatbots are capable of performing in the ecommerce space.

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