Source What is E-commerce Customer Service?Į-commerce customer service is the framework to assist shoppers via online platforms and throughout their life cycle journey. To do that, they should first build a robust e-commerce customer service strategy. They are also expected to deliver the highest quality experience or risk losing customers to competitors forever. With e-commerce space growing at a breakneck speed, the biggest challenge is always to retain the trust and loyalty of customers.Īnd if customer service is not at the center of your e-commerce business strategy, there will always be a big gap between what customers expect and what you deliver.Ĩ0% of businesses believe they provide great customer service but only one-tenth of customers agree.Į-commerce businesses thus need to ramp up their customer support game to exceed the expectations of customers and make them stick. To know more about how to start an e-commerce business, build an AI chatbot or rule-based chatbot for your e-commerce website, fill out your requirements and our bot experts will get back to you.Customers have lots of options these days and they won’t mind switching to your competitor if value is not provided to them. Finally, chatbots can make that possible. Wouldn’t it be great if you can simply ping your favorite brand on Facebook Messenger and know about their latest collection? Not just that, you can also get a recommendation on what styles you would like the most and if you can get a discount on your purchase. It is assumed that by 2018, if companies don’t feel the need to make chatbots an integral part of their business, their sales will suffer. The AI-powered bots are expected to emerge in the e-commerce and retail sector by mid-2017. As stated by Gartner, Natural-Language Question Answering (chatbots) is coming faster than expected. Smartphone owners around the globe are less willing to download an individual application when they have an alternative to reach a business via messaging apps.Ĭhatbot development companies can increase customer touch points for retailers, helping them to raise brand awareness and establish a loyal customer base. The reason why messaging applications are gaining attention is because user penetration of messaging apps is projected to exceed by 68% by the end of 2019, according to eMarketer. The term “ conversational commerce” has been coined to show how chatbots can help businesses as an interactive interface.Ī lot of companies like Facebook, Slack, Telegram, Skype, and even Apple and Amazon have declared their platform as a medium for chatbot interaction. Recently, messaging applications have significantly attracted users, so much so that messaging apps are considered the new platforms and chatbots are considered the new apps. In addition to all that, e-commerce businesses can use chatbots for promoting their brand by giving their chatbot a personality that goes with their brand image. Bots can also know what customers are looking for and can notify customers once “out of stock” products are available again. Companies can offer better service to its customers by notifying them about latest offers and enabling them to track their shipments once the order is placed. e-commerce can rely on this interactive interface to personally handle customer objections and get customer feedback so as to improve their services, which will consequently increase customer satisfaction. Chatbots can also upsell and cross-sell by recommending different products on the basis of a customer’s previous purchases. A customer service chatbot that resides on messaging platforms can become the face of any e-commerce company, and can handle customer interaction, customer support, as well as manage customer relationships.Īs stated by Shopify, chatbots can help consumers make a purchase decision on behalf of e-commerce sites, when they are not sure what they need to buy. Even when the sales of online stores surpassed the sales achieved in brick-and-mortar stores, there was a thing about brick-and-mortar stores, which wasn’t quite carried over to online stores – customer support.īut now, there’s a ray of hope – brands can now offer more personalized shopping experience to its customers using chatbots.
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