The ecommerce customer support needs to be strong and efficient for the overall growth of the store. And the first rule of maintaining a proper customer satisfaction is to be available to them at all times of the day. No matter how well your collection of items is or how many services you provide, if you cannot answer the queries of your customers on time, they will not prefer you over the numerous other stores in the market. The concerns that are put forward by the customers can be tricky or some maybe quite simple. But it doesn’t matter what the difficulty level of their question is, the important part is to solve their concerns.
But if you are thinking that for this you have to hire people who can work 24/7 for your store, then you are completely wrong with your assumption. This is because with the growth in technology, there has come a solution to problems and situations like these and the solution goes by the name of chatbots.
What are chatbots?
To know the necessity of chatbots in your customer service strategy, you first have to get an idea on what it is. Chatbots are nothing but automated bots and they have been programmed in a way that they will interact with the customers in the form of a chat interface. This experience is comparable to speaking with an actual person from the customer service. They are programmed to give you responses based on your questions. If questions are easy and simple, you will automatically get a prerecorded answer but if the question is critical, some chatbots have the capability to pick up certain phrases from your question and then answer you accordingly.
What are the advantages of using chatbots?
Now coming to the advantages that you will get by incorporating chatbots in your ecommerce customer service, there are many. Some of them are discussed below in details.
- Provide your customer with better interaction with less investment
This is one of the foremost advantages that you will be getting with a chatbot. Just imagine if you had to put personnels in your customer service department for both night and day shifts to answer the queries made my customers. That would have been a huge investment. But with chatbots the problem gets solved since you do not need the manpower yet the Artifical Intelligence of the chatbots is able to cater to all questions made by customers just like a Live Chat. And there is nothing better than a fast response that can please a customer.
- Chatbots act as Sales Associate too
In many cases, chatbots can be programmed to be used as a Sales Associate. This, in turn, has been seen to increase revenues by many folds. As a Sales Associate, the chatbots can help the customer to sort out things related to their purchase and even help them making decisions related to their purchase. Suppose a customer is looking for a certain specific product that meets their list of criteria but is not able to find it. A chatbot, however, can record these criteria and filter out the products that match the description the best thus saving the customer’s time. The customer will be automatically happy with the service and your revenues will increase.
- Automation is made interactive with chatbots
Automated emails have been shown to have been neglected by customers most of the times. These automated emails often include order confirmations and sometimes also include suggestions on what the customer has checked last or has kept wishlisted. But when this automation is done through a chat interface, it has been proven that customers interact readily. Follow-up messages receive faster and positive responses from customers when done through a chatbot. These chatbots can ask the customer whether they have received the product or not and from thereon ask for a rating for their service provided. But if the same thing is done using an email, customers usually delete those emails or tend to ignore them.
- Chatbots will strengthen your marketing strategy
From the above three points, you have already got the idea how chatbots can make things interactive and more convenient for the buyers which will automatically raise your revenues. But with chatbots you can also make a personalized approach towards ads and thus you will be able to attract customers that are likely to buy something from your store. Thus, your ads will be solely targeted on the needs of the users so that they are attracted towards your store. The chatbots are responsible for analysis and collection of data from the user which is then used to personalize the ads. This information will help you to widen the horizons of your business. When this data is analyzed, your company will be able to produce to the customer the offers that they might be interested in and thus a strategic marketing plan is constructed for your store.
Chatbots are relatively new but incorporating them in your business will help you provide a great customer support to your potential buyers. So no matter what your goals are, chatbots can help you to achieve them and more.