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6 reasons why e-commerce companies need chatbot – Part 1

by content 19.10.2020

It is estimated that there are tens of millions of e-commerce websites in the world. Because of the need to strengthen market position and maintain competitive advantages, businesses always want to provide an interesting and impressive customer experience that cannot be found in other retailers.

Chatbot built on FPT.AI Artificial Intelligence can support enterprises to automate customer service. Many leading e-commerce companies in Vietnam are deploying this solution and initially achieve impressive results. It brings positive experiences to customers, as well as saving money, time and boost sales.

Any business can build and own a smart chatbot. Below are 6 reasons why an e-commerce company need a smart chatbot: 

1. Chatbot helps business to build multi-channel marketing strategies

According to Google’s research, the values of multi-channel buyers are long-term and 30% higher than those of single-channel buyers.  

Aspect Software’s survey also shows that brands with multi-channel presence can have a customer retention rate of over 90%. It can be seen that chatbot is a powerful and impactful tool when working with humans and operating on many channels such as Facebook Messenger, Zalo, Viber, Livechat of websites, etc. 

Chatbot can easily collect customer information when having their agreements, then interact with them on other channels. Most users link their phone numbers or emails to Facebook. Therefore, they can share their information with chatbot just by some operations. Businesses can store data in CRM systems for multi-channel marketing in the future. FPT.AI Chatbot has the ability to exploit customer information with Form card. The data is displayed as values of variables and stored in CRM easily.

2. Chatbot can automatically attract potential customers

Chatbot can filter and navigate “aimless” customers to find the right products for them as a tree diagram of problems. Customers choose general topics, then step by step choose specific topics with specific buttons. 

Moreover, chatbot can automatically inbox customers when they interact with posts on Facebook pages. To set up this feature, bot creators can use Auto Comment feature in FPT.AI bot creation platform (https://bot.fpt.ai/).

See more at https://fpt.ai/vi/thiet-lap-chatbot-tu-dong-inbox-khi-khach-hang-binh-luan-tren-fanpage-facebook

 

Chatbot FPT.AI

Chatbot can be set up to automatically reply to all comments in one or many posts on fanpage. It is a great way to ensure that businesses do not miss any customers. Chatbot reaches each customer, takes care of them and increases the conversion rate. Thanks to chatbot, e-commerce companies save a substantial amount of time and human resources spent on manual responses to each comment. 

To take advantage of Auto Comment feature, businesses can create posts about new products, promotions, discounts, or organize a competition with presents to get customer engagement. A list of frequently asked questions should be prepared to have natural and highly efficient conversations.

3. Chatbot maintain customer loyalty and post-purchase experience

The post-purchase step is crucial in customer service. However, not all businesses perform well at this step. Good post-purchase service can maintain customer loyalty and retention rate. A strong business is the one with numerous loyal customers, and chatbot can completely take the responsibility to get customer commitment.

When customers finish choosing their favorite products, chatbot “close the sale” with all information including the receiver’s name, product, price, shipping fee, address, time, hotline, etc. Customers confirm the order one last time before chatbot save it in the system for packing.

Businesses can also use chatbot to update delivery status such as packing, shipping, delivered, etc. Customers can ask to check their orders anytime and avoid wasting time to call hotline or access websites.

After the orders are successfully delivered, chatbot can continue to send messages to customers to get their feedback on product/service quality or employees, etc. Moreover, customers can assess the ability of chatbot, so that businesses can improve chatbot timely to help it communicate more smoothly and intelligently. 

In the future, businesses can maintain the relationship with customers by sending them useful products/services that are similar to their purchased ones or giving them promotion codes for the next purchase. Chatbot is becoming a powerful employee who automatically upsells and connects customers with businesses.  

To be continued – Read Part 2 Here!

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