E-commerce chatbot is proving to be critical in delivering quality user experience to customers on e-commerce platforms. E-commerce chatbot or chatbot for e-commerce has narrowed the gap between offline and online customer experience. With the world entering into experience driven economy, e-commerce chatbots have become one of the most desired software for e-commerce businesses.
Lets talk about e-commerce for a bit.
The world is changing faster than we ever imagined, a new normal has emerged, and it is here to stay. I am talking about the shift towards online! The world is becoming more online than offline, and COVID19 now legitimizes this transition. The global pandemic has taught us one crucial lesson, among others, that we are truly living in the age of e-commerce.
E-commerce or internet commerce is the buying and selling of products or services over an online platform.
The advent of e-commerce has brought one fundamental challenge to being. How to provide first-hand quality customer service(guidance, recommendation, etc.) on an E-commerce platform?
Here comes Ecommerce Chatbots.
What is an E-commerce chatbot?
Ecommerce chatbot or chatbot for e-commerce are specialized conversational AI programs designed to engage with existing or potential customers on an online platform through conversation for sale and customer service.
Ecommerce chatbot can engage, recommend, and guide customers through the buying process on an e-commerce platform in real-time, without a real human’s assistance.
NamiQ AI offers smart AI-Powered Agent platform NamiQ Face to build an e-commerce chatbot. You can use a lego based architecture GUI(graphic user interface) to create an optimal conversational flow for your chatbot. NamiQ Face is an enterprise chatbot platform that enables you to build a chatbot that can manage colossal traffic, automate multiple tasks, and is suitable for big businesses. Enterprise chatbot capabilities are not a standard functionality that you find in most of the platforms out there.
How AI Chatbot benefits e-commerce businesses?
AI-Chatbot for E-commerce benefits to online sellers in multiple ways. Let’s see how Automated conversations by e-commerce chatbots benefit e-commerce businesses? And how NamiQ Face enables you to build an optimal e-commerce chatbot? Let’s contemplate them one-by-one.
Chatbot for conversion funnel : be proactive
E-commerce chatbots are instrumental for each stage of the conversion funnel. The conversion funnel is a technical term used in e-commerce operations to describe the customer’s engagement cycle with an e-commerce platform. It has multiple stages corresponding to the sales funnel stages, and each needs a proactive engagement from the seller’s side to enable conversion.
Chabot’s natural language conversation capabilities enable it to guide the customer through his/her engagement with the e-commerce platform. Due to a lack of communication between customers, they wander around online platforms and eventually disengage. Chatbot benefits e-commerce businesses by ensuring efficient navigation through the e-commerce platform and ultimately through the conversion funnel. Chabot’s inherent abilities of intent classification and entity extraction enable it to offer proactive guidance to customers and eventually leading to a sale.
NamiQ Virtual Agent for e-commerce is powered by NamiQ Cognitive Services to extract correct information about the customer’s intention and offer optimal guidance. The constant guide also incorporates regular email and realtime notification support; this is enabled by NamiQ Face’s email through which chatbot can trigger official communication with the concerned team and customers in real-time, increasing conversion rate.
Chatbots for conversational commerce : intelligent and contextual conversation
Conversational commerce is defined as e-commerce that takes place through a purely conversational medium like chatbots. The conversational commerce approach is omnichannel by nature; i.e., it can occur through multiple channels like websites, mobile apps, messaging apps, and voice conversation. Conversational commerce is a step-up from e-commerce and needs a highly intelligent and contextual chatbot to function. Chatbots benefits e-commerce businesses by enabling fully automated conversational commerce by handling customer’s queries, suggesting them optimal choices, and analyzing their preferences simultaneously.
NamiQ Virtual Agent are highly contextual and empowered with instinct AI (to train your chatbot and update your conversational flow). Its real-time analytics provides you with crucial user engagement trends like frequent user inputs, clicked buttons, average time spent, etc., enabling you to create optimal conversational flow. You can also use Rest API to use backend customer data and improve the functions of your chatbot.
Chatbots for lead generation : a perfect first contact
The first step of any marketing strategy is to initiate a customer’s interest in your product or service. Chatbot act as the first contact with a potential customer when he/she engages with your platform. This first contact determines the customer’s future action and purchases. The chatbot can benefit the e-commerce platform by engaging with the customer and providing suggestions according to his/her needs. This enables the business to generate leads and customer’s interests efficiently.
NamiQ Virtual Agent provides a quick reply card. Using Quick Reply, the chatbot can pause conversational flow and respond according to the user’s response. A quick reply card is also used to logically branch conversational flow and user segmentation(profiling according to conversational history).
Chatbots for personalized customer service : be omnipresent
Customer service is critical for a seller to make a sale. E-commerce has multiple advantages over offline commerce, like convenience, time-saving, and a wide range of products. But what e-commerce lacks from the consumer’s perspective is a sheer lack of real-time customer service/support. A constant conversational engagement is instrumental in building trust and satisfaction among customers translating into long-term brand loyalty. It is quite challenging and expensive to provide continuous human-to-human customer support to customers on an online platform. As a result, customers are generally left alone, with no access to real-time customer support and suggestions. E-commerce businesses can solve this crucial problem by providing real-time customer support through a conversational e-commerce chatbot. Chatbots for e-commerce are trained to assist the customer and provide suggestions based on customer’s preferences and intentions. Contextual management and Cognitive capabilities of a chatbot enable it to provide for a cratered personalized customer service experience to customers just like a customer service executive at a real showroom or a shop.
Chatbots for push marketing : prioritize your sales needs
E-commerce chatbots are critical for push marketing. By conversational marketing strategy through chatbots, brands can push optimal products to potential customers and increase sales figures. It is like a classical case of offline engagement between a customer and a business owner. Business owner/seller presents an optimal product in front of a customer, subjective to the seller’s knowledge of the customer’s past and present behavior. Push marketing enabled by chatbots can be a game-changer for online marketers in the e-commerce space regarding sales figures and conversion rates.
NamiQ Smart CIS lets you use the goal tracker’s feature to evaluate your campaign’s success in real-time. Goal tracking function on pre-determined standards and percentage values attached to them.
Chatbots for behavioral targeting : customized engagement
E-commerce company’s most crucial strategies to target potential customers and increase conversion rates is through behavioral targeting. For those who do not know about it, behavioral targeting targets a consumer based on his/her past online behavior. A chatbot can access information about the user’s past behavior and pre-judge his/her intentions. A chatbot benefits e-commerce sellers by providing a customized conversational engagement and increases conversion rates. Tools like glass messages(auto-trigger messages)are instrumental in delivering a personalized experience.
NamiQ AI places particular attention on creating chatbots for e-commerce with capabilities like AI, ML, and NLP. NamiQ AI provide a specific bridge to make glass messaging conversational flow. Other than the NamiQ Face clients manager, you can use Rest API integration to extract your customer base’s back-end and CRM data.