From the mobile, from the tablet or from the computer, e-commerce does not stop gaining ground at a frenetic pace. At the same time that Internet purchases increase, so does the competition. More and more businesses have their own online store. So, if you want to win customers you have to use all the marketing tools at your fingertips to close sales.
One of the ecommerce tools that helps in this process is the chabot. Why? Because these virtual assistants, thanks to artificial intelligence, are capable of solving the most frequent doubts of customers in real time.
What are chatbots?
You may have heard of chatbots. It is very likely that you have even spoken to someone. But maybe you don’t know what they really are and how they can help you sell more in your online store.
A chatbot is a computer program based on artificial intelligence that emulates a conversation in much the same way as a human would. Thus, we can say that it is a virtual assistant with which your customers can interact to solve their doubts during the purchase process.
This program can answer user questions in real time thanks to the FAQ database and also “learning” from the most common conversations with e-commerce customers.
Most chatbots work in text mode, but the more advanced ones have a multimedia interface and can “talk”.
Why do I need a chatbot in my e-commerce?
In a physical store, customers can ask an employee for help to advise them on products, sales conditions and other common questions. Contact between people does not exist in an online store. During the purchase process, the customer cannot interact with anyone to help him.
On the other hand, one of the main problems that online stores face is cart abandonment. The reasons for the low level of conversions can be very varied, but doubts when paying are one of the most frequent reasons for abandonment.
Chatbots offer much-needed customer support without the user having to ask by email or wait for opening hours. On the Internet, immediacy is key to increasing conversions for your online store.
As you cannot be available 24/7 to answer questions about your products or services, a chatbot can fulfill that function and get your customers to have a satisfactory experience. By accompanying them during the process, they reduce errors, provide confidence and prevent cart abandonment.
In summary, the main objectives of a chatbot are twofold: improve customer service and automate business processes with immediate responses just as a person would.
Advantages of chatbots in an online store
Although they are still far from perfect, chatbots offer many advantages for online stores compared to live chats. Let’s see the main ones.
1. They solve the main doubts of the clients
Most customer inquiries tend to be similar and that is where chatbots are in full force. Thanks to these assistants, many doubts are resolved in real time, reducing operating costs. In addition, the user experience is improved since not all people are willing to read the FAQ section to find the answer they are looking for.
2. They save personnel costs
It is not about replacing people with machines, but few online stores can afford to have a customer service team connected 24 hours a day. Chatbots allow you to reduce costs without reducing the satisfaction of your customers since they work 365 days a year at any time.
3. They lighten the workload of your employees
During the hours that the customer support team is active, there may be times when the large number of requests overwhelms the response capacity of the employees. A chatbot can talk to thousands of users at the same time.
4. They offer immediacy in responses
Your clients want immediacy and personalized service. There is nothing better to scare off a customer than to make them wait until the next day for a consultation. The longer the response takes, the more likely the user is to go to the competition.
5. Collect data about your business
These artificial intelligence tools record all conversations and provide essential statistical data to fully understand the needs of your customers and improve the weak points of your e-commerce.
Currently, the most popular chatbots for e-commerce are WhatsApp and Zendesk. Both allow you to have real-time conversations with your clients. However, these tools do not stop incorporating increasingly sophisticated functions, allowing you to choose the one that best suits the needs of your business.