Customers today want quick responses and the ability to buy what they need fast and easy. With so many E-commerce platforms available to buy from, what differentiates one from another is the user experience and convenience of buying. The concept of a bot guided purchase and commerce experience has enormous potential. Chatbots have the capacity to handle thousands of requests at the same time and respond in a meaningful manner. Using chatbots, the entire experience of shopping online can be improved and made more fun for the customers.
Moreover, customers are not necessarily required to visit the ecommerce site; they can interact with the brand using their preferred channel like Whatsapp, Facebook etc. and make their purchase. Amazon has already built its own AI voice chatbot called Alexa which helps users in shopping online from Amazon. It is now turn for other players to grab the opportunity and deploy their own chatbots to engage with customers.
So how can chatbots make a difference in the ecommerce space?
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The user, instead of interacting with a non-interactive multi-panel interface, can directly ask the chatbot for a product of his desire. He can ask for a particular feature of the product and compare various products on the basis features that are to his liking.
From the point of booking till the point of delivery, the user has a lot to ask; including status of delivery, mode of payments, request a custom date, enquire delivery time and various other FAQs. All first level customer support queries can be handled by the bot and for complicated queries, the problem can be noted and a ticket can be generated.
The user can add personal info, update addresses, view purchase history, add cards and even track order and refund status.
The user can purchase a product of his choice by adding it to the cart and making the payment via the chat itself.