How to improve the customer experience of your e-commerce business with a chatbot

Chatbot il futuro del customer service

In 2020, many companies, despite the Covid-19 pandemic and the related economic uncertainty, have decided to make major investments in artificial intelligence, a technology that has shown considerable resilience even in the face of the current crisis.

Businesses must reinvent and renew themselves to adapt to the different scenarios imposed by the coronavirus, and from this perspective, AI plays a strategic role. Artificial intelligence is able to automate boring and repetitive daily actions, giving operators the ability to focus more on their jobs and leverage their skills.

Artificial intelligence services, thanks to sophisticated algorithms, are able to manage a large volume of data, improving remote work and processing valuable information for the company. One of the areas where AI has had a tremendous impact is the customer experience. The customer is increasingly at the center of the project and everything revolves around him or her. The chatbot therefore becomes a precious tool to improve the customer experience, providing an accurate and personalized service according to the customer’s needs.

What is a chatbot and how does it work?

Chatbot per e-commerce

All of us, at least once in our lives, have interacted with a chatbot. When we enter a company site or an e-commerce site, at the bottom right, there is a small window where you can chat. Generally, there is a natural person to answer our questions, but there are cases in which the conversation is managed by a chatbot, that is, a robot based on artificial intelligence.

Chatbots are intelligent software that interact as if they were people, carrying out specific tasks, providing relevant information and answering questions. Each chatbot can be “trained” to perform certain actions and learn to supply the right questions based on machine learning.

Chatbots can be used to hold a conversation, automate quick replies, automatically correct information, act as virtual assistants, and conduct speedy internet searches. As they are robots, they are active 24 hours a day, providing a customer assistance service that is always active both day and night.

As a result of machine learning, chatbots are able to answer customer questions. However, if the bot is unable to solve a problem with the information at its disposal, it passes the request to a real operator. In this sense, the chatbot, more than a replacement of human resources, represents valid support for optimizing time and improving productivity.

What are the advantages of the chatbot?

The customer journey indicates the process that characterizes the interaction between consumer and company and ends with the purchase. When a user buys on the web, he or she goes through several stages, but the path must be fluid and smooth to reach the purchase with ease.

For e-commerce channels, it is essential to understand what the habits and preferences of customers are during the purchase, to increase the conversion rate. From this perspective, the chatbot is a useful tool to support the customer and give personalized answers according to a customer’s interests and habits, such as the time in which a person generally makes a decision or the fondness for a particular brand. In this way, the relationship with consumers is improved and human resources are maximized.

The average customer who buys online today has little patience and wants immediate answers. One may require certain information, such as the availability of a color of an item of clothing, delivery times or how to return a purchase. It is therefore necessary to provide customers with a proactive service, which not only supplies the necessary answers, but even anticipates the potential needs of customers by providing preventive and alternative solutions. The customer hence feels “pampered” and adequately served, a situation that also favors loyalty.

Chatbots, integrating artificial intelligence and big data, can make the customer experience far more enjoyable and engaging, but also provide invaluable information on the habits of the customers of your company. The software can, in fact, analyze and study the purchasing behavior of a customer, identifying the reasons that lead to abandoning a cart or, on the contrary, making several purchases at the same time.

How many types of chatbots are there?

As mentioned, each company can choose the type of chatbot that best suits its needs. Many are used for customer service, solving a problem, giving information or effective answers to questions and complaints.

Other chatbots are used, especially for e-commerce, as sales assistants. Some brands offer the ability to order a purchase through chatbots, or locate a product by name or photo.

Are you looking for a chatbot service that can improve the overall experience of your users and optimize your performance? Then you’re in the right place! We at Humable have the ideal solutions, so get in touch for more information.

Contact us now!


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