In 2016, Pizza Hut introduced a very innovate channel for its patrons to order a pizza without making a phone call, downloading an app, visiting its website or drop into its outlets. This channel was called chatbot, and it was integrated with Facebook and Twitter messenger. So, the moment people having profiles with either of these two social media platforms logged on to Pizza Hut accounts, they could order pizzas, get information about latest deals and promotions, get answers to frequently asked questions and even store their payment information. Even today, this chatbot is hugely popular among customers. As far as its success for Pizza Hut is concerned, the company has been able to streamline its processes, reduce wait time and improve customer satisfaction.
Today, a number of companies, using ecommerce businesses are using chatbots to make instant communication with customers and improve online sales. Some of the other brands that have embraced chatbots are eBay, Lego, Sephora, Nike, HubSpot, Marketo, Hipmunk and TechCrunch.
If you want to get familiar with chatbot for your ecommerce store, then here is all help you need.
What Are Chatbots?
A chatbot is a program driven by Artificial Intelligence, Machine Learning and Natural Programming Language (NLP). It conducts personalized and interactive textual or auditory conversations with people through messaging applications, mobile app, websites or telephones. The user would feel that it is a real person talking to them online. Some of the most popular platforms to publish ecommerce chatbot for the store are Facebook, Amazon, WhatsApp, WeChat, Slack, Telegram and Kik.
Chatbots are the buzzword in the technology world for the benefits they brings to both companies and customers. According to a report, 35% of customers want more companies to use chatbots for communication, and 21% of customers see chatbots as the easiest way to contact a business.
Benefits of Ecommerce Chatbots
There are several reasons why you should use ecommerce chatbots for the effectiveness of your marketing strategy.
Provide Customer Service With Human Touch
When there are only a few hundred customers to be served, it is possible to put a one or a few customer executives in place or even, establish a call centre. But, when the volume of business increases and a number of customers goes up significantly but wait times increases, it is not good news. While there is no replacement for human connection, a technology that can provide a closer experience is always welcome for companies. Because there is only so much that human beings can do manually without any errors and quickly.
Integration Facebook messenger or any other platform for chatbots can go a long way in increasing your sales and engaging customers.
In fact, when it comes to generating leads, chatbots are useful too. For instance, chatbots can send e-book or white paper links to customers. When customers provide their contact information to download them, their details can be stored in the company database to send product links or marketing campaigns.
Becomes Sales Executive
From flash sales to upselling/cross-selling, ecommerce businesses use a plethora of sales techniques to increase revenues. But, chatbots can also serve as able sales executives. They can track customers’ profile and purchase history to make product recommendations along with a purchase link. The customers will feel highly engaged with personalized recommendations and end up buying more products.
Helps to Automate Process
Chatbots can automate a number of menial and repetitive tasks that take up a lot of time and man hours. The processes that you can automate with chatbots are:
- Sell the product directly
- Upsell or cross-sell
- Offer discount codes
- Deliver a better user experience
- Send notifications/alerts regarding order confirmation, shipping and delivery
Chatbots are the future of ecommerce businesses. You can enhance customer experience and take it to the next level.