E-Commerce revolution is defying the negative outlook looming across the different industries, geographical zone, verticals, economic spheres with the utmost ease. As the new generation and old generation embrace the power of digital technology, the market for E-Commerce firms suddenly widens. The scope for revenues and growth suddenly becomes easy if you are willing to put effort into developing a proper E-Commerce channel. If you are not jumping on the bandwagon of E-Commerce on a wider level, you will be missing out the projected $4.8 trillion in retail e-commerce sales projected worldwide for 2021. This is a huge market we are talking about with new and big players all battling out. The one who innovates gets on the front pedestal of success.
The above infographic highlights the rising number of digital buyers who will be shopping through the medium of the internet. So the big question is “how to tap this market”? Answer is Shopify.
Shopify is a complete E-commerce platform that lets you start, grow, and manage a business within minutes. Shopify offers you an opportunity to create a website and use their shopping cart solution to sell, ship and manage your products. This is a unique service in itself that allows any tap the vast digital users.
This is the potential Shopify holds for the E-Commerce. The numbers don’t lie. Rather they tell a story of success driven by innovation.
So let’s take a look at some of the features Shopify gives to its consumers:
Easy to Set-Up and Use
The platform is easy to set-up and takes low maintenance. They will offer the hosting needed for the deployment of the website. The Admin UI is neat and easy to use.
Seller can add extra features and functionalities for increasing the website functionalities.
Security and Stability
Confidential and personal information security is essential because financial transactions are happenings.
Excellent Loading Speed
With optimized software & hardware, the website can be loaded instantly leading to far more retention of customers.
The online sellers have access to the reliable, round-the-clock customer support. Shopify experts are available 24/7 via email, live chat, or phone to resolve any queries and keep the store running flawlessly at all times.
Shopify believes in developing mobile-optimized websites as mobile users are increasing and preferring to browse shopping websites on the smartphone. This means that your store looks great on all devices — be it Android & iPhone.
There are 160 themes to choose from (free and paid) in the Shopify Theme Store, all of which are mobile responsive, plus hundreds available on sites such as ThemeForest.
Search Engine Optimized Store
Shopify’s Search Engine Optimisation (SEO) features are helping the websites rank higher in search results. Access to advanced analytics like SEO to tell you where your customers are coming from so you can tailor your digital marketing accordingly.
Own Payment Gateway:
Shopify has integrated over dozens of payment gateways.
So why do the Shopify websites need chatbots?
With chatbots predicted to tackle 85% of customer service interactions by 2020, the time is here for the businesses to implement the Chatbot in their businesses. Implementing new tech like AI Chatbots often needs money and resources so the business owners are often conscious and shy of investing money. The key aspect of Chatbot implementation is the tremendous potential it holds in lowering the customer acquisition cost. Conversational Chatbots powered by AI can be useful in interacting with the visitors and answering their queries. Chatbots can engage with multiple customers for e-commerce companies and offer the personalized shopping experience that buyers will get in the normal retail store. Chatbots are powered by AI to be available 24/7, helping and answering questions by engaging the users.
In other words, Chatbots are the new revenue earning model for the Shopping websites. They are engaging the customers and translating them to revenues.
- 64% of internet users say 24-hour service is the best chatbot feature
- 55% of respondents say they would most enjoy getting an instant response and answers to simple questions from a chatbot
- 80% of businesses are expected to have some sort of chatbot automation by 2020
- 67% of US millennials said they are likely to purchase products and services from brands using a chatbot
- Chatbots can save up to 30% in customer support costs
How Chatbots can help an e-commerce business?
Let’s look at some of the needs of the E-Commerce websites that can be fulfilled by Smart Chatbots:
Instant Customer Service
Providing customer service is the first need of an E-Commerce Website Chatbot. A prompt Customer service can help the brain in building loyalty and retaining the visiting customers. Often, the businesses hire human agents to answer the customer’s questions about services, products, payments, etc. Hiring human agents to answer mundane and repetitive questions round the clock is tiring and a highly expensive exercise. If there are no human agents to answer questions, there is a 100% chance of losing the customer. Every customer visit is a prospective sales in all aspects. So, instead of hiring human resources to be online 24/7, E-Commerce websites can set-up Chatbots to engage with visitors and drive forward the conversion rates higher.
Generating Leads from the High Quantum of Website Traffic
Chatbots can do more than just customer service, they can generate qualified leads. Chatbots will go beyond the normal customer service options by becoming an outlet for sales and marketing. Chatbots drives forward user engagement by interacting with the website visitors and convert user visits into leads.
Below is an illustration of how E-Commerce Chatbots are turning user visits into leads and then the final sales:
The 3 images show the dynamic engagement of the Chatbot with the user. The visitor will share his contact details and eventually might end up making a transaction.
E-Commerce websites see fluctuations in the traffic over a period of time. They will get high surges in website traffic during planned sales like festive days such as Christmas, New Year or Black Friday. Hiring Human agents for a short duration of time to deal with heavy traffic is unsustainable in terms of training and costs.
The chatbots scalability aided by NLP can help in striking a conversation with website users and engage the interested leads. Chatbots could be an effective tool as they can learn and get swiftly deployed within days. Chatbots can handle routine, mundane questions itself (which is usually 80% of the total queries) and pass on the complex queries to the Human agents.
Keeping the customers engaged on the website is pretty crucial in driving growth and revenue. Rapid answering customers’ questions can lead to the retention of customers. Swift answers to queries impresses the visitors and in turn, leads consumers to spend more time translating to more sales.
Answering Repeated Questions
Chatbots can swiftly perform the basic support tasks that human agents-
- Answer the customer’s basic questions
- Grievance Redressal
- Shipping Details
- Payment Inquiries
Chatbots’ functions will evolve with time and become the front-line Agents in customer service. Chatbots will speed up customer’s purchases, offer new recommendations while providing 24/7 customer services.
Chatbots can be made available around the clock and engage with the visitor regularly with effectiveness. As per a study done by Juniper, chatbots were believed to cut costs by over $20 million in 2017. So, by getting the Chatbots online all the time, organizations can save money. Chatbots are inexpensive and available around the clock for resolving queries instantly and accurately — significantly reducing the wait time for the end customer.
Helping customers find the right product
Chatbots could be the ultimate Assistant in helping consumers find the desired product. By engaging & interacting with the end customer, the chatbot can build up a persona of the end customer. Using the persona, the chatbot can suggest relevant products to the customer.
E-commerce websites normally host thousands of products and it often a tiresome task in navigating to the right product using the website’s traditional menu. Customers sometimes are not even aware of which category to look for the product. In such scenarios, chatbots can offer help by asking users “What are you looking for?”. Using their NLP capabilities, Chatbots can understand the customer’s query and provide them with relevant links to the product.
Once the customer’s queries are solved and his concerns are resolved, the customer will move to the transaction part. If the visitor is reading about some amazing product, the bot will intimate the price, answer various questions and drive them to order the product.
What should the E-Commerce Websites should look before choosing a Chatbot?
- Hybrid Chat Platform — AI + Human
A hybrid chatbot combines human agents and AI for delivering a better customer experience. The chatbot first handles all the user queries and passes over the conversation only when it fails to understand the complex user input. Users will never get the “Sorry, I can’t understand you” response and the visitor will be then connected to the Human Agent. The hybrid AI chatbot enables E-Commerce websites to improve customer service quality.
Chatbots should be able to understand the natural text query by a customer and should be able to give the precise answer by offering personalized conversational flow just like a human agent. It should be able to learn from previous human interactions and to improve itself over time.
For an e-commerce chatbot to be effective, it should be able to interact with the Shopify platform via API webhooks. An API webhook can help chatbots to retrieve data directly from Magento and to provide customers with precise information. API Webhooks can be used for various functions like:
- Calculating Shipping Fees
- Placing Orders
- Providing order status
- Helping with order cancellation/refunds
- Delivering Invoices of payment
- Data Collection
4.Payment Option in Chatbot
Setting up the payment option in the chatbot is a game-changer in itself. Reasons why payment option in the Chatbot is an excellent choice:
Complete the entire transaction with the payment within the chat itself
Saves the consumer a lot of time
Keeps the consumer hooked and make sure the engagement turns into a qualified sales.
Top E-Commerce websites are combining chatbot user engagement with seamless online payments. This helps in increasing sales for the website and leads to more growth & revenues. Payment options help the consumer e-commerce experience gets easier while driving more transactions. Enables the visitors to purchase products on the chatbot without navigating between different web pages, shopping carts, and different product pages.
5. Menu for Quick Options
Offering the user options in the Chatbot is a sure shot way to reduce waiting time for consumers. A Menu within Chatbot will provide quick options to the general/Common questions customers ask. The customer shall click the question which he wants the Chatbot to answer. The normal conversation flow would be initiated for the selected option. The user doesn’t need to write the query as it’s already available in the options provided. As E-Commerce websites deal with some Common queries such as Order Tracking, Calculating Shipping Fee; the Chatbot facilitates query resolution in a short time. In case, the query is complex and beyond the natural understanding of the Chatbot, the control of conversation will flow to the human agent.
Top 5 Chatbots for Shopify
- Integrates with Facebook and Twitter.
- Captures information to generate automatic reports.
- Chatbots can be optimized and deployed.
- Pricing Plans: Is not open. You need to connect with their sales team for details.
- Provide Hybrid Chat Platform — Both AI + Human
- Deeper API Integrations
- Has Payment-in-chat option
- Has Menu-in-chat option
- Suitable for SMEs
- Affordable Pricing Plans — Starts from $0 per month
- The ability to send email campaigns
- Set up notification/chat campaigns and live chat with customers.
- Provides team inbox features
- Easy to use — the core functionalities are super easy.
- Price — Starts at $87/month. But can get very expensive as your user base grows. (Best for B2B companies)
4. Zoho SalesIQ
- Easy to Install
- Integrated with other Zoho products
- Confusion about some features
- Has a chatbot builder, but requires you to code for it
- Multi-channel support: email, web, phone, chat, social media
- Pre-built: Salesforce, SugarCRM
- Flexible ticket management with automated workflow
The chatbot is an innovation that can unleash a revolution for the E-Commerce websites and apps. Customers don’t need to spend time in connecting to the call centers when they can just ping the chatbot. In case a complex question is asked by the customer, the Chatbots can hand over the conversation control to a human agent. This accelerates the Customer interaction with the E-Commerce website while increasing the efficiency of the website. For an E-Commerce organization, Chatbot’s ultimate aim is to increase conversions from website visitors while engaging the users.
Chatbots possess the potential to reduce support and customer service costs. E-Commerce Landscape is evolving as Tech increases its influence on the way they approach business. Create an enjoyable Shopping experience for the visitors and embrace the Chatbot technology.