How Chatbots are Revolutionising E-Commerce

There is no denying that the rise of Artificial Intelligent (AI) and automation are rapidly transforming the way in which businesses operate.  Gartner predicted that by 2020, 85% of business will be conducted without human interaction. 

As chatbots continue to spark interest, especially across customer-facing industries, we wanted to talk about how chatbots can enhance a customers purchasing journey and how bots add value to businesses, particularly in e-commerce.

By 2020, 55% of major brands will have some kind of AI initiative in place, many of which will be focused on customer service.Gartner

Whether it be purchasing clothing or food, e-commerce has become a part of our day to day life. EMarketer states that retail e-commerce sales will increase to over $4 trillion in 2020, making up 14.6% of total retail spend. With this expansion comes competition which is why online stores are increasingly seeking USP's to make them stand out from the crowd.


So how can chatbots enhance a customers purchase journey?

  • Receive a personalised welcome message when arriving on landing page
  • FAQ’s responded to instantaneously
  • Complex enquiries passed onto a human agent
  • Product suggestions based on user needs
  • Discount codes or promotions for relevant products
  • Customer feedback and suggestions recorded

34% of the time, consumers switch brands because they are dissatisfied with service. Verint Systems

According to a study by Sprout Social, almost 89% of messages that require a response are ignored by brands, with an average wait of 10 hours for those that do get a reply (bare in mind, consumers expect a reply within four).  Verints' customer retention statistics show that 34% of the time, consumers switch brands because they are dissatisfied with service and considering that it’s 16 times as costly to build a long-term business relationship with a new customer than to maintain the loyalty of an existing customer, keeping your customers happy is vital to business growth and success.


So, how do bots add value for a business perspective?

  • Target multiple users 24/7/365
  • Ask qualified questions to filter potential leads
  • Follow up with leads likely to convert
  • Ensure buyers are satisfied by sending routine follow-up messages
  • Announce new products releases/services
  • Send customers a happy birthday message with birthday discount code
  • Chatbots can identify upsell opportunities

56% of people would rather message than call customer servicesHubspot

According to Hubspot, 56% of people would rather message than call customer services and 53% of people are more likely to shop with businesses they can message. This demonstrates the demand for smart, 24/7/365 customer service.

If you’d like to test some of the industries best e-commerce chatbots, check out Sephora, H&M, Ebay and Starbucks. Book a demo here to see how IntelAgent can catapult businesses into customer service excellence.

If you’re keen to know more, download our whitepaper where we deep dive into how chatbots can revolutionise your e-commerce customer services.