Role of Chatbots in eCommerce to Enhance Customer Experience

Chatbots in eCommerce businesses have become a social norm. That’s why companies are making a quick move to this technology. But what about those businesses that don’t know much about it? Do these chatbots genuinely work, or it’s simply publicity? To know that, we are here with this article. Keep reading!

As the eCommerce market is growing, so is the user demand. Every brand must maintain the flow of services without interruption. Meeting every single customer’s need is the utmost thing every eCommerce business owner is looking for. And that is only possible when we are assisting them 24*7*365 days by either resolving their issue or providing them with the list of products they want to see & make a purchase. 

Ideally, this isn’t possible for humans to always stay up for such tasks. Here, chatbots for eCommerce appear as the best solution.    

Some Statistics on Chatbots to Clear the Fact

60% of individuals have drawn in with a chatbot over the most recent year.

77% of leaders have effectively executed, and 60% plan to run conversational bots for after-deals and customer support.

56% of organisations that guarantee chatbots are driving disruption in their industry.

(Source: netomi)

Chatbots for eCommerce is the buzzword & becoming a necessity for every startup or scale-up business. It enables brands to better communicate with their customers for a great online shopping experience. Chatbots give instant solutions using automated workflows for requests related to exchange, return, refund, billing, order confirmations, payment, and shipping details. 

In this digital era, it’s easy to lose customers & hard to get them or gain their trust.

Let’s deep dive to discuss the chatbot’s role in the eCommerce store & their success.

Chatbots – An Introduction

Chatbots are a chat-like interface that offers a source of interaction to the customers. It helps the website visitors raise their queries and deliver them the best possible solutions. The use of chatbots is quite similar to a sales agent in a land-based store. Both are there for the assistance of customers. 

The most important thing about these automated bots, they can answer some basic questions on their own with the help of artificial intelligence and information embed. It makes the chatbots essential for the eCommerce websites to improvise their customer services & increase customer satisfaction rates. 

There are two major types of chatbots used by professionals – 

  • Machine learning bots: The machine learning bots work with artificial intelligence, highly similar to a human. Along with it, these types of bots regularly learn from every interaction with different kinds of customers. It makes the machine learning bots the best source for handling customer’s queries via automated mediums or procedures.   
  • Rule-based bots:  The rule-based chatbots work with the addition of a set of instructions in advance. The bots are answering the customer’s queries based on these instructions only. These bots are developed with the use of some specific flowcharts defending different possibilities and variations. It is also known as a decision tree.

Why are Chatbots Important for an eCommerce Store?

AI-based chatbots can help make online shopping procedures easier. It assists the customers in every step by which they can avoid confusion and experience multiple benefits. Here are some primary reasons behind its usage, or you can say eCommerce chatbots benefits.

More Usage of Messaging Platforms 

More than 2 billion messages are exchanged among customers and brands by automated chatbot systems. 

Nowadays, people love to use different messaging applications, like – WhatsApp, Facebook Messenger, etc. It completely changes the digital preferences of internet users. Similarly, online customers are looking for online assistance in the same ways while shopping, such as – chatting sources on eCommerce websites. Automating bots for chatting provides a great interaction source to the customers for a better shopping experience.

Fully Personalised Experience 

80% of customers are bound to purchase a brand that gives personalised experiences.

All online customers are looking for platforms where they can get the best and fully personalised experiences. The usage of advanced eCommerce AI chatbots becomes useful in providing personalised service as per customers’ preferences to promote more buying. It assists the visitors whenever they require by providing a solution to all queries.

Quick Customer Service

37% of people use a customer service bot to acquire quick replies in emergencies. Also, 35% use chatbots to resolve an issue.

Reduce query resolution time by responding, addressing and resolving queries in a matter of seconds.

These statistics clearly show that customers do not like to wait long for assistance. Instead, they want an instant solution by which they can save time and complete their buying process quickly. Here, eCommerce chatbots are the best way to help customers reduce queries, fulfil their requirements and place orders. They are good at creating a conversational relationship with customers to respond, address, and resolve queries within a few seconds. 

How Are Chatbots Useful In Providing Better Online Customer Service?

The online stores have to focus on multiple factors to impress the visitors and encourage them to place an order, such as – product quality, presentation, service quality, etc. However, the most important thing is online customer service. Therefore, all websites have to focus on improvements in the customers’ services by which they can increase the engagement and conversion rate.

Help Finding the Right Product

No one has lots of time exploring multiple products or engaging with irrelevant products in an eCommerce store. Everyone wants to access the collection of their desired outcomes by picking the best one quickly and saving time. It can be possible only with proper assistance and complete understanding regarding products and the online store. 

Chatbots can help customers searching the exact product they are looking for in a vast list. They are then directed to the checkout page or acquire data on current sales. 

Real-Time Resolutions

When it comes to online stores, users may face multiple problems, such as order placement, payment failures, refunds, exchanges, order confirmations, billing, shipping details, etc. Mainly the buyers want to get an instant solution to these problems by getting details about their order confirmation and proceeding further.

In these situations, eCommerce chatbots offer instant customer support in real-time. It helps the customers in feeling better instead of abandoned. Sometimes, buyers face critical conditions during online purchases, and they don’t get assistance immediately when they report the issue. These things leave a wrong impression on the buyers where they are unable to give a solution. With an effective automated bot, you can avoid such a destructive impact.

Increases Conversion Rate

Sometimes, customers are accessing online platforms or eCommerce stores to gather information about the products only. In these conditions, chatbots play an essential role in putting effort into conversions from service requests to final sales. 

Here, the AI-based chatbots can provide product details and a link directly to the shopping cart. As a result, it can increase the engagement rate quickly and the chances of conversion as well.

Know When to Refer to a Human

For many companies, customer service is a priority. These companies always provide the best services by which they can impress the visitors and turn them into final customers. Chatbots work as the most critical customer service tool for every eCommerce business. 

AI-based chatbots can collect data, offer better product suggestions, understand customer inquires, & offer solutions. But, when they cannot resolve the issue, they know how to connect them with human agents. It further helps customers to trust your brand.

Best AI Chatbot Practices for eCommerce

After understanding the importance of a chatbot, all eCommerce stores look for a perfect source to support the customers. Chatbot provides a valuable reference for that. There are two significant ways to use a chatbot on the website, such as – building your chatbot or taking help from third-party applications. If you plan to build your chatbot, you should take a look at the following tips.

Be Transparent

With chatbots, online websites can provide their customers with the best experience as they talk to living human beings. Mainly, the companies use these types of bots to provide assistance at the initial stages quickly and gather some information about the customers and their problems. 

However, many customers do not like to talk or interact with automated bots. In these conditions, you have to keep everything clear and transparent by pretending that the customers are interacting with a bot at that time.

Customer Privacy

As privacy is a crucial factor, all online stores have to ensure they are strict with their customer privacy policies and provide an effective system to easily protect information or data related to their customers and other related factors. 

It is crucial because while discussing the problem and searching for a perfect solution, the customers may have to share some personal or private information. So here, they are looking for proper information protection by which they can keep everything secure.

Integrated AI

All customers have lots of expectations from the chatbots by which they can quickly get solutions to the queries. Here, you have to build a chatbot with great intelligence and promptly answer the customers’ inquiries. Along with it, you have to focus on user-friendliness. 

Sometimes, chatbots are providing solutions that are too technical for an average person to understand. You have to avoid these conditions to provide a better experience to the customers. With it, you need to make sure your chatbot keeps everything transparent during the process, such as – request is processing, stage of the procedure, etc.


It is a crucial element. In case your chatbot is not responsive, then the users may not be satisfied. The customers are always looking for quick solutions to solve the issues quickly and make things much better. The responsive chatbots always work as per the customers’ expectations and never make them wait. 

You have to focus on the chatbot’s workflow, operations, functions, and the options it provides. Try to feature the chatbot’s solutions with actionable options and easy-to-understand processes.

Understands Customer Behaviour

For eCommerce business owners, it is crucial to understand customer behaviour as quickly as possible. The chatbots may not handle all types of problems because of a lack of knowledge or understanding. 

Therefore, it depends on how we feature the chatbot with a proper understanding of how they can quickly figure out their needs & queries by regular conversation & understanding their behaviour. It will further help AI bots to memorise and collect all the customer data.

Final Words 

These are some key details regarding the role and usage of chatbots in eCommerce. Chatbots are not only valuable for providing a good customer support service. It is also helpful in keeping yourself ahead in the competition. Furthermore, better customer service makes your website user-friendly, which helps drive more traffic and better conversion rates.

So, if you too have thought of including a chatbot to your eCommerce website, then HURRY UP! You still have time to grab the opportunity, increase the number of sales, and be at the forefront of your competitors.

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