For consumers who enjoy online shopping for its on-demand ease and convenience, nothing can be more frustrating than not being able to get answers to their questions when they need them. After all, one of the best things about shopping online is the ability to take care of business 24/7 without having to worry about things like store hours.
For e-commerce retailers, however, this can pose something of a problem. How is a start-up online retailer supposed to afford to staff their customer service department 24 hours a day? AI chatbots are an affordable, practical and effective solution to online retailers’ most common problems with engaging customers, building brand loyalty and providing outstanding service, any time of day or night. Here are just a few of the scenarios e-commerce retailers are using their AI chatbots for, with noticeable results:
Customer service
A common problem among online retailers is handling customer queries and complaints outside of normal business hours. If a customer has an issue with a product or needs to ask a question about shipping, billing or returns, they want their answer now, not tomorrow between 8 AM and 5 PM Eastern Time. To avoid customer frustration, which can lead to dissatisfaction, online retailers are implementing AI chatbots to assist with frequently-asked customer service questions, not only helping to defuse any potential frustration that could otherwise be directed at a live customer service representative in the future, but also mitigating the number of customer service queries agents have to handle during traditional business hours.
Engagement and conversion rates
Ask any e-commerce retailer what their biggest pain point is, and they’ll likely mention customers who abandon their carts halfway through the checkout process. AI chatbots can be a great help in this case as well. By asking questions, offering product recommendations and simplifying the purchasing process, chatbots can keep customers engaged from selecting a product to clicking the “place order” button.
Customer retention
Getting someone to purchase a product online is one thing. Getting them to come back and make future purchases is another. AI chatbots can be programmed to have on-brand personalities that make shopping at your online store so fun and easy that customers keep coming back for more!If you’re looking for an affordable way to build your online business and keep customers happy, it may be time to incorporate an AI chatbot into your sales strategy. Check out chatbot pricing to find the option that makes the most sense for your business.
