Introduction 

Customer expectations have peaked in today’s fast-moving world of eCommerce. The customer expects instant responses and seamless solutions, especially regarding tracking orders and answers to shipping queries. It is at this point that online chatbots play a crucial role.

It is integral to offer 24*7 customer support to your audience in real time. That is where the power of an online chatbot can be experienced.

It has been reported that the value of chatbots in e-commerce is expected to be more than $112 billion by 2024. eCommerce websites are using AI-based bots to provide pre-programmed answers and create unique conversations that have enhanced customer service, improved conversions, and engaged visitors.
Let us delve into the world of chatbots and understand what they can change.

Understanding Chatbot Online Support – How They Work

Online chat support is a technology that makes computers talk to humans. Chatbots can understand user inputs and respond intelligently using advanced technologies such as Natural Language Processing (NLP) and Artificial Intelligence (AI). Here are some interesting facts about Chatbots:

• Chatbots can resolve 70% of the queries completely.
• 74% of customers prefer to interact with a chatbot over a human agent.
• Chatbots can help generate high-quality leads for 55% of businesses, and that is an important aspect of any online business.

Whether it’s simply a question about the availability of products or something detailed related to shipping options, chatbots can provide the right answers all in real time.

Why Are Chatbots Needed for Websites?

Nowadays, online chatbots are transforming the face of the eCommerce industry. Here are various reasons why your website needs a chatbot to engage visitors and enhance conversions:

Instant Shipping Solutions

Following a customer’s order, he or she would be interested in knowing about shipping. Some of the common questions include: 

• Where is my order?
• How long will it take to receive my order?
• Is my package shipped?
• How can I track my shipment?

All shipping inquiries are answered in real time through an integrated online chatbot. Real-time order tracking, shipping status, and delivery information can be provided without the involvement of humans through chatbot online chat support.

Chatbots can update a tracking number, and then the customer will see where their shipment is. The bot can take the customer directly to the carrier’s website or display live updates on the shipment right through the chat.

Preventing Abandoned Carts with Proactive Interaction

Cart abandonment is one of the major challenges in the eCommerce world. An online chatbot system can help bridge this gap by stepping in at critical points in the buyer’s journey.

For instance, if a customer has items in their cart but stays on the checkout page, a proactive conversation from the chatbot offering help, such as shipping costs or when to expect the delivery, can push forward the order completion process.

Managing Pre-Shipment Shipping Inquiries

Pre-shipping inquiries top the list of the most prominent reasons why many customers do not go through the purchasing process. Questions on shipping charges, cost comparisons, product reviews, or other products can hinder the buying decision.

An online chatting facility through a chatbot enables customers to get instant answers to such concerns and helps the visitors reach the checkout stage.

Real-time Insights using Chatbots

Besides answering questions, online businesses get the advantage of valuable, real-time insights into the behavior and sentiments of their customers through chatbot online chat systems.

Each time a customer engages with the chatbot, that will generate data it can be analyzed to understand the customer pain points, frequently asked questions, and, more importantly, overall satisfaction levels.

Streamlining Post-Purchase Support

Customer experience doesn’t end at delivery; it also includes returns and refunds as part of the customer experience. With online chatbot support, you can automate returns and guide the client through each step.

Further, chatbots can help them with the return process and policies especially when consumers inquire about details.

24/7 Customer Support for International Audiences

One of the most important benefits of using an online chatbot for your eCommerce business is that it provides customer support around the clock to all of its customers.

A chatbot provides round-the-clock assistance, ensuring your customers can get their issues resolved at any time they could be having them. This is especially favorable when international customers are spread across different time zones.

Multilingual Support for International Inquiries

There can be several instances wherein businesses need to communicate with international customers or shippers. This can get tricky because of language issues. In such a situation, a chatbot online chat system can offer multilingual support, which can be a lifesaver.

Chatbots are well-equipped to handle inquiries in different languages and ensure that customers from different regions get the proper information about their orders, delivery schedules, and shipping policies.

Conversions Through Chatbots

A chatbot can not only impact conversion rates but also have direct influences on how best to support a customer in various aspects. Here is how an online chatbot can drive meaningful results for your website:

• Personalized Customer Service: Online chat service considers user behavior and preferences to provide customized responses that make customers valued. Some examples are recommending the best shipping option or even providing customized delivery updates. This personalized service creates an avenue for customer loyalty and, therefore higher conversions.
• Reduce Operational Costs and Increase Scalability: Chatbots automate most of the time-consuming and mundane customer service tasks that would normally require human intervention. Businesses will be able to cut down on their costs since hiring more employees to sort through inquiries is not necessary. This means that with multiple interactions, businesses can increase scalability and reduce costs.

Conclusion

Customer engagement is a key element within the eCommerce context. Chatbots offer speedy service, answer queries, and improve customer experiences as a whole.

Chatbots play an even more significant role in improving customer satisfaction, driving sales, and reducing cart abandonment. For any eCommerce business, the best strategic decision is to make investments in an intelligent chatbot to sustain long-term success.

Contact leading international courier services like Shipyaari to understand more about chatbots. You can also use services like Shipyaari Delta that offer automated WhatsApp communications for real-time updates.
Try out a demo for free today!