Chatbots are not new in ecommerce. Major retailers have been using chatbots for years now. However, many businesses are still figuring out how (and if) chatbots help enhance the ecommerce shopping experience. Since you are reading this, I’m assuming you, too, have a similar question.
In this article, we will discuss:
What are chatbots?
Why do you need chatbots (with statistics)?
Present and future of chatbots
How do chatbots help improve customer experience and shopping experience?
How can chatbots help boost ecommerce conversions?
Chatbots are an application that uses natural language processing (NLP) to communicate with customers. They can interact based on a set of predefined conditions, triggers, and events.
Though chatbots serve a variety of purposes, they are primarily used in customer service. They provide answers to simple questions and doubts, even outside your business hours.
These statistics indicate the importance of chatbots and why you should implement them on your ecommerce website.
Consumers expect to find the information they are looking for in a click. When this isn’t possible, the frustration increases, leading to a loss of sales.
A business insider report predicts that consumer retail spends via chatbots globally will reach $142 billion by 2024, up from $2.8 billion in 2019.
Additionally, an Oracle survey indicates that more than 80% of businesses said they currently use or are planning to use chatbots by 2020. Another survey shows that chatbot usage increased by 92.5% from 2019 to 2020.
In a recent survey conducted by Drift, Audience, Salesforce, and Clever, they asked thousands of customers to evaluate their online experience.
When it comes to shopping, chatbots can interact with customers, understand their requirements, suggest products, and place orders from a single discussion.
This reduces the time shoppers require to scroll and sort through a list of products. Instead, they can navigate directly to the products that meet their needs. This level of convenience elevates the standard shopping experience.
As mentioned above, the retail spend via chatbots globally will reach $142 billion by 2024, up from $2.8 billion in 2019. This indicates that more and more people will buy products using chatbots in the coming years.
Chatbots improve customer experience and generate sales. However, not all chatbots are the same. Therefore, you need to choose your ecommerce website developer carefully.
EvinceDev provides ecommerce businesses with high-quality websites with chatbots that can answer your buyers’ queries, generate more sales, and enhance the overall shopping experience. These chatbots employ natural language processing to understand human language better and assist them with highly relevant answers.
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