Shopping is one of the main activities surrounding the holiday season. However, online retail has shifted dramatically over the past year due to the COV pandemic, creating a strong digital relationship for consumers, rather than traditional shopping.
In fact, e-commerce reached $408.51 billion in the first two quarters of 2021, a staggering 21.9% increase over last year. To help with the amount of e-commerce-related requests received, AI chatbot services have become the reliable and commonly used option as a first point of contact. An award-winning e-commerce solution can help your company make the most of your shopping experience.
What are the benefits of using a chatbot built with AI for e-commerce?
With 57% of consumers saying they plan to do most online shopping this year, online retailers will need help keeping customers’ questions and answering them.
The retail sector can benefit greatly from chatbot implemented with artificial intelligence for conversation, providing automated responses, 24-hour support and multi-channel service, all of which help enhance customer satisfaction and retention, and increase company revenue.
Online sales have shifted dramatically with the help of chatbot
The COVID-19 pandemic forced customers to buy their goods online over the past year, changing the traditional way of shopping in stores. With many restrictions still in stores and shopping malls, shipping a product home and receiving it within days is more convenient than dealing with the waiting time to enter the store and wait in a long queue.
75% of consumers have changed their shopping behavior during this time, and they still do so even after the epidemic. Customers will therefore rely on websites for their specific requests. Questions such as, “Does this shirt come in a big size?” or “When will this game be available again in stock?” are able to provide automated responses via chatbot.
Chatbot services have been pre-trained since the beginning of the first day and can easily answer the website’s general FAQs.
When it comes to online shopping, 85% of consumers trust virtual assistants to answer FAQs, while 75% rely on help when choosing a product.
The built-in CHATBOT solution provides automatic processes and responses on different channels, making online shopping faster and easier for customers while reducing the number of orders for your service agents.
Avoid disturbing employees and save costs with digital help from chatbot
With a huge number of customer requests during holidays, it’s common for employee service agents to feel the extra seasonal pressure. Customers ask several typical, but individual, questions during the order process, such as “When will my shipment arrive?”
In order to avoid both customer frustration and staff conflicts, ChatBot can help keep the huge amount of order and shipping queries received throughout the holiday season.
Currently, 87% of shoppers trust virtual assistants for shipping and delivery updates. When customer needs are met, employee jobs become easier and more enjoyable. Customer satisfaction will therefore be retained throughout the shopping process, and service agents will be able to focus on level 2 requests while reducing the workload, ultimately reducing the rate of change.
Because these general questions and FAQs are answered automatically, chatbot services also help save costs for companies. Using chat artificial intelligence, it can reduce customer support costs by up to 30%. Digital assistance today and in our time is essential to enhancing overall efficiency in the workplace.
Customers expect excellent service, regardless of season
Huge sales, such as Black Friday and the Internet, are usually a constantly lucrative success for retailers. Shoppers are keen to buy items for sale, but with Corona restrictions, companies must commit to the shopping experience and convert them.
Since 69% of consumers prefer the contactless holiday shopping season, companies must have a combined plan to manage these sales online.
However, even before the epidemic, Black Friday began to start a week ago – and in some cases, at the beginning of the month in November – to achieve strong success to start the Christmas shopping season.
As the number of online consumers increases, retailers should be ready to deal with online orders before December or November.
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