Chatbots are a revolutionary concept introduced in the world of technology and innovation. With the speedy transition towards a more customer-centric approach, conversational chatbots are now a staple for several businesses and enterprises across industries. These help businesses to be available at all times for their consumers and collect information even when they are offline.
Before we dive in let's look into how these Conversational AI platforms are advantageous to your eCommerce website:
- Help retrieve customers post cart abandonment
- Contribute to higher sales, thereby increasing overall revenue to about 75%
- Allow an omnichannel approach and cross promotion through multiple channels
- Reduce costs as there is no requirement to hire a customer service team
- Provide tailor-made information for users based on their purchase history
- Notify visitors with important information such as offers and discounts
- Boost engagement through interaction with customers
Why do we need chatbots for lead generation? Here’s why:
One of the biggest challenges for eCommerce websites is abandoned users. As per a study by Forrester, if consumers do not get prompt responses to their queries, 53% of online buyers abandon their carts. Since the inception of Conversational AI, email marketing or follow-up emails/calls are not as effective as an integrated chatbot system that is responsive to your customers in real-time.
Today there are many different chatbots for websites to choose from for your brand. As already established, chatbots are a great marketing automation tool that helps optimize your customer’s buying experience. They assist businesses in establishing more touch with prospects, gathering useful contact information, and nurturing potential customers through the sales funnel.
Moreover, they can also contribute to producing more high-quality leads by making it simpler to identify and pick the customers who are most likely to buy from you or become leads.
Related Article: The Complete Guide to Chatbots for Marketing
So now that we have established the importance of AI Chatbots, here are strategies that can be implemented for lead generation:
- Surveys and Questionnaires
Gathering information from your audience is one of the main functions of a chatbot. This helps them understand their preferences, which subsequently helps address their pain points better in the future. One such effective way to do so is to construct surveys and questionnaires. The questions asked here can provide richer insights and perspectives into the best and least-performing products.
Surveying chatbots can also help in user segmentation, thereby generating better leads. For instance, chatbots by one of the biggest retail outlets –H&M quiz customers on their sense of style and suggest products in line with their answers.
Chatbots are a terrific method to establish a better, more meaningful relationship when it comes to e-commerce, where personalization is important.
Download E-Book: Apply personalization techniques to your CX strategy
- Multilingual Bots
Multilingual bots are known to be chatbots that support concentrations online in a plethora of languages. Creating your chatbot to be multilingual can help you amplify your business and reach a wider audience base.
Users with the option to chat and make transactions in their preferred native language tend to develop better trust with the business. This can lead to repeat purchases and higher engagement in the future. Moreover, multilingual chatbots can also give you a competitive edge over other eCommerce websites.
However, a multilingual bot needs to be much more than just exact translations of the queries typed on the website. It is imperative to do sufficient research to ensure that you know exactly what your local audience needs and may be searching for on your website. For instance, the multilingual chatbot of an eCommerce website should be able to communicate shipping differences effectively because they may exist between different geographic areas.
- Informational Portal
A chatbot can also be extremely functional in terms of providing relevant data to the customer that can aid in better purchase decisions. For instance, the chatbot can also offer customized product recommendations based on previous purchases. Furthermore, chatbots can also push other long-form content from the website such as blogs or guides through conversations with a user. This indirectly allows the collection of leads and also facilitates organic traffic toward the other pages of the website.
- Chatbot Personality
Giving our chatbot a personality is a great way to build a more personal relationship with the target audience for your eCommerce website. Giving a persona to your conversational AI platform enhances user experience and can give it a human appeal. These personalities can be either innovative or functional depending on the essence of your brand and the image you want to create. For instance, your AI chatbot can send out replies in relevant GIFs or memes instead of plain texts. This can make the interaction more seamless and less mechanical.
- Voice Bots
The rise of voice recognition over the past ten years has paved the way for AI-based voice-activated assistants like Siri, Alexa, Google Home, etc. With voice searches accounting for 20% of all queries, the $3.2 billion worldwide voice search business has the potential to grow to almost $37 billion by 2024.
Utilizing voice search effectively can therefore result in quick purchases. A user may now multitask without even looking at the screen thanks to voice-based technology, in addition to making navigation and usage easier. Voice search has seen a 25% rise in sales and a 50% increase in conversions.
- 24/7 Support
A recent report by SlickText said that the top chatbot feature, according to 64% of internet users, is 24-hour support. Unlike a customer service representative, a Conversational AI platform can be programmed to answer your questions 24/7 for 365 days.
Especially for eCommerce businesses, where a 24/7 operation is recommended, chatbots can cater to the influx of queries and provide instant responses to consumer queries. For instance, a visitor on your website is unable to find what they are looking for and so they have immediate assistance from your conversational chatbot. This bot can guide your visitor and answer queries to influence conversions.
Receiving feedback in the form of ratings and reviews is an essential practice for any business. This boosts credibility and initiates repeat purchases. Chatbot integration to your eCommerce website is a great medium for your target group to share their opinion and level of satisfaction. This information helps improve future chatbot interactions and make required modifications based on the comments made by the user.
Related Article: 5 Benefits of Using Chatbots for Customer Experience
- What are website chatbots?
Chatbots that are just active on your website and not on any other third-party platforms are referred to as website chatbots. Visitors to your website can communicate with the chatbot straight through it. These chatbots are typically employed in customer care.
- What are eCommerce Chatbots?
A chatbot for e-commerce is an AI-powered tool used by online vendors or retailers to interact with clients throughout the entire purchasing process
- What are the different types of Chatbots?
Some commonly used Chatbots are:
- Social media chatbots
- Voice-based bots
- Hybrid chatbots
- Menu chatbots
- Application chatbots
- Are chatbots an AI?
Not every chatbot is an AI, though. The only chatbots that are artificially intelligent (AI) are those that use machine learning (ML) and natural language processing (NLP). The others are less complex and incapable of comprehending complicated instructions.
- What is the difference between live chat and chatbot?
Chatbots improve the support experience by providing rapid replies and automated responses to help requests, while live chat allows human-to-human communication and adds empathy to support chats. To give your audience a top-notch customer care experience, you can use both live chat and chatbots.
- What are some common metrics used to measure the effectiveness of a chatbot?
There are multiple quantitative KPIs that are used to measure the impact of a chatbot:
- Volume of responses
- Length of the conversation
- Bounce Rate
- Session Duration
- Retention Rate
Boost your eCommerce strategy with Conversational AI Chatbots
The Aivo chatbot system is an intelligent way to manage your customer service interactions. It's fully customizable for your customer service needs. Aivo offers omnichannel interactions and seamless integration across multiple platforms.
With Conversational AI, you can take your business to the next level and enhance your customer experience.
Take our product tour today to get a look inside our conversational AI solutions and find out how you can implement them in your business.