The Importance of Chatbots in eCommerce Businesses

By CIOReview | Wednesday, March 13, 2019

Today, there two types of chatbots available in the market such as fixed bots and AI-based bots. The AI-based bots are becoming a permanent feature from more and more online shopping channels to various other social media platforms including Google Home, Facebook Messenger, Amazon Alexa, Apple Business Chat, WeChat and so on.

Customer service, promotions, tech support, payments, market research, and logistics are a complex network of activities behind every popular online shopping website. This complex network allows companies to analyze customer behavior every time they purchase or give feedback to the company. The company adopts responsive customer care techniques to improve their quality and provide efficient services.

The advantages of using Chatbots are that it is quick and available 24 hours a day and seven days a week through automated customer service live chat with active response service and is pocket-friendly. It also can serve multiple clients on the go and gives freedom for customization based on your specification. The chatbots have the potential to foster bonds between entrepreneurs, developers and end users within the shortest period possible.  

The chatbots use Natural Language Processing (NPL) in understanding the customer’s requirements, complaints or suggestions and replies accordingly. The e-commerce chatbots automatically gather data and gain valuable insights on users needs, loyalty points and coupons, and buying habits.

Chatbots can also improve e-commerce sales for various businesses through Upselling and Cross-selling services and products, preventing shopping cart abandonment, and simplifying A/B Testing. Chatbots also help in educating and entertaining users. It also conducts several types of research on the market and is digital assistance in sending out reminders and notifications. With this chatbots are becoming the backbones of e-commerce businesses by engaging with the customers and enhancing user experiences.

Chatbots enhances the learning process of e-commerce businesses and helps them grow their brands globally as well as locally.