Covid-19 pandemic has forced people to shop and communicate online. Quarantine and lockdown due to the pandemic have suddenly spiked the number of orders coming to eCommerce stores exponentially. Fulfilling those orders had become a headache for eCommerce businesses due to disruption in the supply chain. Additionally, customer service centers have shut down and companies are laying off their staff. This change has created an urgent dependency on “conversational commerce” for grievance redressals. Chatbots are becoming a fulcrum for eCommerce web development services to accommodate them to this paradigm shift.

What is a chatbot?

A chatbot is a computer program that can take over the functions of a human assistant. It stimulates conversation with human users to complete any particular sort of service. Depending on the primary purpose of its parent application, a chatbot can be a support operator, a service desk consultant, a personal coach, a doctor, or even a shop assistant. Chatbots for e-commerce companies typically serve the following purposes:  

• Provide assistance to buyers for purchases
• Offer buyers product recommendations
• Provide customer support

  We categorize chatbots into two types based on their capabilities and complexity-

1. Rule-based chatbots

Chatbots follow a set of established rules to respond to questions posted by a user. Rule-based chatbots cannot hold complex conversations. It can only accomplish tasks it is programmed to perform unless a developer makes more improvements. 

2. Machine Learning-based chatbots

A chatbot with machine learning capabilities can hold more complex conversations. It learns from the previous conversation and enables itself to handle more complex questions.

     

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Chatbots Integration with eCommerce Web Development Services

Rule-based chatbots seem more beneficial, to begin with. The global pandemic pushed a lot of businesses over the edge to transform their business structure and go for e-commerce. With the benefits of e-commerce web development services, chatbot integration takes it to a whole new level. Chatbot integration has redefined personalized shopping both for shoppers as well as vendors.    Here are some of the benefits offered by chatbot integration with eCommerce-     

• They assist customers in making a purchase decision. This means fewer chances of making customers wander and driving them toward actual buying. 
• A chatbot can guide buyers through complex processes like billing.
• Chatbots can be virtual assistants. For a wholesome retail experience, chatbots add the cherry on top. Without conversation, any shopping experience feels incomplete. Chatbots not only aid decision making but also add for an enjoyable experience for the buyer.
• Chatbots can help with cross-selling and upselling: Chatbots also suggest additional supplementary products. They can display products as recommendations. 

A properly programmed e-commerce chatbot takes over such tasks, relieving the personnel for more complicated work. An e-commerce business can save costs this way, by reducing the low-skilled positions and replacing them with chatbots. For a customer, the benefit is increased shopping convenience.  

To summarise chatbots can bring the following benefits to an online eCommerce business:

 

• Increase in user engagement due to an easy and straightforward interface
• Higher sales due to a personalized approach to customers
• Increased user retention through the implementation of advanced technologies
• 24/7 service which is greatly appreciated by users
• Replacement of human operators who can be transferred to other positions
• Algorithm-based customer service reducing the chance of errors to the minimum

  Chatbots provide an automated interface between customers and online business. They come to the actual human experience as close as possible. Indeed, various big brands have already employed chatbot services for their e-commerce websites. These are two of the popular brands that are making use of integrated chatbots-

• Sephora

Sephora’s chatbot on the bot platform Kik offers users makeup tips and makes product suggestions. It also redirects users to the Sephora app or site to complete purchases.

Sephora also has a Facebook bot called Sephora Virtual Artist. This bot allows users to see what Sephora’s products would look like on them by imposing the makeup onto the user’s selfie.

• HDFC Bank

HDFC Bank’s EVA (Electronic Virtual Assistant) is an AI-powered banking assistant. Accessing information regarding branch addresses, IFSC codes, loan, and interest rates, etc. are a few of the common customer queries that EVA services. The bot has been deployed across several platforms, including Google Assistant and Alexa. 

 

Smart solutions are important for the success of any business, especially during these tough times. Chatbots provide assistance from providing 24/7 customer service, improving current marketing activities, and saving time spent on engaging with users in improving internal processes. If you are looking to develop a chatbot, the best thing to do is to approach a custom e-commerce solutions company. They will understand your business needs to develop a chatbot that assists in achieving your business goals. 

At oodles, we understand the semantics of AI and machine-learning required for bot development. Browse our portfolio for eCommerce web development services if you are yet to go online with your business. For a holistic experience contact us at info@oodlesmarketing.com.