While the concept of AI becoming integrated into our daily lives might sound like it is from a far-off future, the reality is that chatbot ecommerce has already been at this point. Being one of the first industries to adopt AI, digital commerce stores all over have been reaping the benefits of chatbots for years, and you have likely interacted with at least one if you have shopped online recently.
If you run an chatbot ecommerce business, chances are that you have set up a chatbot system or are at least aware of their importance, especially with the rise of “conversational” commerce and omnichannel selling.
If you are unfamiliar with chatbots, no need to fear! This post will give you an overview of what a chatbot is, why it is necessary, and the benefits it can provide your business.
What Exactly is a Chatbot?
In simple terms, imagine a chatbot as a more rudimentary form of artificial intelligence. chatbot ecommerce can carry out automated conversations with customers from your website or social media page.
While similar to AI in terms of versatility, chatbots are primarily designed to mirror a physical employee in a brick-and-mortar store, provide customer support, offer personalized recommendations, and complete the purchase process.
Why Would I Need One?
Chatbots have proven themselves to be anything but a momentary fad, with research proving that many customers are willing to interact with bots.
For starters, messaging apps like Facebook Messenger and WhatsApp, where many bots reside, have skyrocketed in popularity as of late, with over 1.5 billion active users on each platform in 2021.
This influx of people here is not just a boon for the owners of the app, as around 71% of users are willing to interact with chatbots through messaging services to receive help, with to purchasing items through them.
The numbers do not lie, and because of this, many businesses have already taken the plunge on this technology. According to Oracle, around 80% of eCommerce businesses already use chatbots or at least are in the process of integrating them into their store. Because of that, many customers have grown to expect immediate and practical assistance from chatbot ecommerce, so meeting the standards other businesses have set up is essential if you wish to stay competitive in the online landscape.
What Kind of Chatbot Do You Need?
Now that you know why you should get a chatbot for your digital commerce business, it is time to get started on getting one set up for your business. However, it is also important to know what exactly you want your personal chatbot to accomplish for your business.
There are two general types of chatbots you should be aware of:
Rule-Based
These chatbots function off of a restrictive set of rules of your choosing. Responding only to specific instructions, rule-based bots excel in situations where customers only have simple requests or answers, like in finance apps.
AI
Functioning through machine learning, AI chatbots have the ability to gauge a user’s tone and language to meet their needs better. While more complex, they can give far more specific help to customers, like product recommendations or assistance.
Naturally, there are pros and cons to each chatbot. If you want something simple to set up and maintain, a rule-based type is likely going to be the best fit for you. However, despite being more complex, most businesses will likely benefit from the adaptive nature of AI bots.
The Future is Now at Katalyst
Gone are the days of robots interacting in cold and unnatural ways with people. Chatbots have brought the human touch from physical stores that online shopping lacked, giving E-commerce the boost it needed to stay alive. Personable, intelligent, and available 24/7, bots are quickly approaching the point where customers prefer them over humans and will save you plenty of time to focus on your business.
If you are looking to introduce chatbots into your online store, or wish to learn about the best digital commerce solutions, contact our team of experienced professionals today so we can make the transition go as easily as possible for your business!
