Do you know that the eCommerce business will make up 17.5 percent of the retail sales by the end of the year 2021? The retail industry is complex and demands engaging and enhancing customer experiences, but it becomes challenging for retailers to provide a consistent experience to every user. So, what next? What could be the ultimate tech strategy for it? Chatbots For Every Business Well, every company nowadays prefers digital transformation in their business strategy so that they can provide immersive and frictionless experiences to their users. Companies are learning new technologies and implementing those in their business to engage the customers. Also, one size cannot fit all in sales and marketing. And it is where the chatbots come into the role. AI-enabled bots in retail can significantly improve the customer experience and provide them with useful and personalized services. The usage of chatbots in retail has made life easier for both customers and retailers. In a recent survey, the National Retail Federation asked 3,172 shoppers which experiences are most valuable when deciding where to shop. The top three answers: The National Retail Federation surveyed 3172 shoppers asking them about their experiences, which are most important to them and when they choose to shop. Ability to find what I want quickly and easily – 58% Quality customer service – 44% Speedy or simple checkout – 42% What are Chatbots, and how are they different from AI-powered Chatbots? Chatbots are replacing human beings with a live chat interface that can easily converse with users and customers. Brands like Starbucks and National Geographic have already implemented chatbots in their retail business to facilitate sales and marketing. They primarily scan the keywords from the text entered in the customer’s inquiry to deliver pre-packaged answers. These AI-enabled chatbots are more flexible than human beings and are better integrated with CMS and CRM platforms. Sophisticated chatbots powered by Machine learning and Artificial Intelligence(AI) uses natural language processing to create conversations that may help customers reach their goals. Let’s figure out the difference between the two chatbots: User: Hey! By what time is your store open in Delhi today? Simple Chatbot: Hey, we are open until 7 pm today. AI Chatbot: Hey, ABC, we are open until 7 pm. It’s pretty hot today, so dress light! The above conversation reflects that an AI-enabled chatbot enhances customer experience. These days more and more retailers are warming up to advanced bots just because they can provide immediate answers. Chatbots serve several purposes for retailers Retailers smartly use the chatbots to persuade shoppers so that they can spend more and pay for loyalty programs and more. For example, Starbucks allows it’s consumers to order their drinks via app-integrated chatbot. The user merely either text or send voice commands for ordering the products. Rocky, a chatbot of an online jeweler, Rare Carat, educates visitors or shoppers on buying diamonds and other jewelry pieces. 10 Reasons How Retail Chatbots can Give a Better Customer Experience As per the recent mobile app trends , the number of messaging apps like Whatsapp, Messenger, and TikTok has 209 million installs till now, which shows that users generally prefer chatting rather than getting any assistance via call. So, why should retailers not give a chance to the Chatbots for a better experience? Chatbots improve customer experience Retail Chatbots Retail chatbots assist the customers 24*7, unlike traditional support channels and human beings. Conversing with chatbots is easy and less time consuming as they hit the customer’s concern straightaway. It’s up to you how efficiently you design your bots. As per the report from Ubisend, 40 percent of users want chatbots to send them notifications about the special offers and deal alerts. Technically sound chatbots can reply to the queries, offer product recommendations, and provide support anytime. Still, there may be some cases where customers prefer to talk live to the customer care executive. So, keep that too in mind. Chatbots can help increase sales A bot helps in turning users into repeat customers. These AI-enabled chatbots engagingly answer questions and provide a personalized shopping experience to the users. Let’s take a simple example where a customer added some products to the cart but let the application or site without buying. A chatbot sends a reminder to customers about their abandoned-cart, after which the user purchases by clicking through the eStore. A chatbot text or notification has 80% open-rates than 25% in case of email notifications plus ten times higher click-through rates. It reflects that bots can recover 7X more abandoned cart-revenue. Chatbots Generate Revenue By the time, chatbots have stepped into the eCommerce field, merchants have left the customer care executive experience behind. Chatbots pop up on the targeted web pages and answer all the queries in no time, thus delivering customer satisfaction and high revenue. Bots understand the context easily Bots Understands the Context Easily The AI-based chatbots use Artificial intelligence technology to understand their customer’s context better because these bots have proved themselves to be more accurate at answering questions and queries than real human beings. Retailers should use industry-specialized AI to delight the customer with a keyword-based, decision tree-type of experience. In addition to this, you need to research the customer experience and offer services to deploy the things quickly. Move Beyond the Decision Tree The chatbots smartly catch the keyword and send the information in response to the keywords in a customer’s query. Let’s say, a user, while chatting with the chatbots, entered the word” delivery,” the bot might send shipping confirmation details to him/her. eStore owners and retailers should use platforms that provide conversation management, and natural language understanding to their chatbots in real-time. It should be able to understand the context of the customer’s language. Think Outside the Chatbot Box Never assume chatbots as a notification tool, they are way more than that. A bot should provide users a wide range of capabilities, from pre-purchasing help to post-purchase customer care. Including other functions such as upselling, marketing, and offering value-added services can bring a massive difference to your brand. A survey by BiztechMagazine reports that 70% of chatbots will convert to retail-based chatbots in just five years. A big thanks to their ability to upsell, detect, and prevent cart abandonment and make rewards programs for the satisfied customers who return for repurchase. Less stress Helpshift conducted a survey and found that 70 percent of the respondents would love to use AI-enabled bots to accomplish their much-needed tasks like resolving issues concerned with customer support, streamlining the entire customer service process much more. Chatbots ease out the process, and make it less stressful for retailers to handle customer-related issues. Social Media Marketing Tool Sometimes, it becomes difficult for a customer care executive to respond to all the questions posted on social media platforms. Retailers can integrate the bots with these social media platforms to retrieve the user’s information through artificial intelligence. Additionally, companies can roll out marketing campaigns across the globe with the assistance of chatbots and reach out to the potential customers irrespective of whatever business they are in. Reinvent your forms Companies usually ask their customers to fill in their information by filling it into the form, but at the same time, users find it annoying to fill it anyway. David Cancel of Drift once told Core DNA that chatbots could get the same information without any friction and cognitive load that you get when you are staring down a form with 11 required fields, which, if you can believe it, is the industry average. Assist with In-Store Shopping Let’s understand with the help of an example. Suppose a user wants to purchase a birthday gift for her friend but is running late due to the weekend. Instantly, she comes up with an idea, opens her messenger app, and asks the retailer’s chatbot about this. The chatbot API has been integrated with the store’s inventory that gives her the in-store location data for each of the products. The Bottom Line Prediction says that 70 percent of the chatbots will be retail-based by the end of the year 2023. So this is high time that retailers should grab the advantage of AI-powered chatbots’ increasingly powerful possibilities for pitching up their eCommerce sales and customer service. Initially, it requires efforts to concentrate on one specific channel. Still, brands need to eye the chatbots’ compounding effect that provides their customers with a seamless experience through their shopping life cycle. With the right approach, integration, and implementation, a chatbot can help retailers shore up the customer’s shopping journey gaps. Moreover, a chatbot can boost the revenue, all while saving your business time and money. Always keep in mind that Humans can’t ever meet that demand, and especially not around the clock. But their trusty chatbot colleagues can. If you also own an eCommerce store and wish to integrate these super-powerful, engaging, and AI-enabled chatbots in your application, get in touch with the best chatbots development companies in India .