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As the number of online consumers continues to grow, businesses are increasingly adopting eCommerce chatbots to meet changing customer expectations and provide immediate, customized, and smooth shopping experiences.
And now you can answer customer queries even after your business hours. Chatbot here comes as your virtual shopping assistant to offer instant help to customers 24/7.
One of the latest trends in e-commerce is the use of chatbots, and the BigCommerce platform has now joined the party. In this blog post, we’ll look at the BigCommerce chatbot, and its benefits and explore how it can help improve your online store.
It is basically a high-end eCommerce platform that provides a hosted solution for entrepreneurs to establish their virtual store and personalize it according to their preferences. From this eCommerce store, you can sell your products online all around the world.
It offers a variety of features, including customizable storefront design, order management, payment processing, shipping and fulfillment services, inventory management, and marketing tools.
By employing the SaaS (Software as a Service) model, BigCommerce charges a recurring monthly fee rather than a one-time payment, and the software handles all the necessary tasks. As a cloud-based platform, it doesn’t require any software installation or web hosting, and it provides 24/7 customer support.
The chatbot for BigCommerce is an AI-powered automated live chat platform that offers instant replies to all your customer queries on your BigCommerce website. BigCommerce doesn’t offer a chatbot as a built-in feature. However, using a third-party chatbot solution, you can integrate chatbot functionality into your BigCommerce store.
Users on your website may need assistance regarding anything ranging from product details, placing orders, payments, shipping, returns, and cancellations, and the chatbot will be always there to help them out.
The best part of the BigCommerce chatbot is it will provide assistance 24/7, which means you can offer round-the-clock customer assistance even after your working hours and the whole process will be completely automated. Additionally, the chatbot can also free up customer service representatives to handle more complex queries, reducing workload and improving productivity.
So, integrating a chatbot into your BigCommerce store can improve customer service, reduce response times, and increase sales.
With BigCommerce chatbots, now you no longer need to worry about your online store being closed. Customers can get the answers they need 24/7, and there are many other benefits as well. In the following paragraphs, we will delve deeper into the benefits of BigCommerce chatbots, highlighting the various use cases where they can prove to be a valuable addition to any online store.
When you integrate a chatbot into the BigCommerce online store, you start offering 24/7 availability for the customers, meaning every hour of every day, throughout the week. You don’t need to worry anymore about missing any of your customer queries even after office hours or hiring more support team members for working night shifts.
Your BigCommerce chatbot does not need any rest, a day off, fall sick or ask for any leave to go on vacation. He will work as your virtual assistant on the online store round the clock offering instant assistance to the customers.
Generally, you tend to get most of your customer queries repetitively related to product offerings, payments, shipping, and cancellations, and for this, you don’t need to appoint a dedicated customer support representative anymore.
Here, the chatbot for BigCommerce comes as a savior. You need to program it with all the general FAQs asked by customers on the website and it can respond promptly whenever customers ask any of those FAQs thus reducing customer waiting time and making them happy and satisfied.
Additionally, chatbots can handle multiple queries simultaneously, unlike human customer service representatives, who can only attend to one or two customers at a time. This means that chatbots can provide faster and more efficient support to a larger number of customers. Overall, using a chatbot to answer FAQs can save time and resources for businesses, while providing quick and accurate support to customers.
Leveraging AI-powered algorithms, chatbots can analyze customers’ browsing and purchasing history, and provide personalized product recommendations and suggestions.
It helps in sales conversions and gets you some loyal customers. A BigCommerce chatbot works as a virtual shopping assistant and helps customers to browse the online store, and find products of their preferences more quickly thus reducing frustration and cart abandonment rates. With the BigCommerce chatbot, you can even add images of your product offerings, links to specific web pages, pricing, etc within the chat window itself and all of these will be completely automated.
Additionally, chatbots can provide real-time inventory updates, informing customers of product availability and suggesting alternative options if the desired product is out of stock. By working as a shopping assistant, chatbots can help businesses offer a more personalized and seamless shopping experience to their customers.
Frequent cart abandonment is one of the most common problems in online business, and it results in lost sales and business revenues. If you integrate a chatbot into your BigCommerce store, you can definitely reduce the cart abandonment rates by providing real-time assistance to customers during their online shopping on your website mainly during checkouts.
For example, when a customer has some queries regarding any of your products and needs instant assistance, a chatbot can quickly provide a solution or answer to the customer’s query, preventing him from abandoning his cart.
Chatbots can also send reminders to customers who have abandoned their carts, encouraging them to return to the store and complete their purchase. By reducing cart abandonment rates, chatbots can help businesses improve their sales and revenue while providing a better shopping experience to their customers.
Integrating an AI-powered chatbot with your BigCommerce platform also helps in improved customer engagement. A chatbot on your website proactively engages with customers and offers assistance much before they even ask for it. Chatbots can engage customers in conversations, providing personalized recommendations, and responding to their queries and concerns.
Apart from that, the chatbot sends automated notifications to customers regarding new product launches, upcoming sales offers, etc. By engaging customers in a personalized way, the chatbot can help you build stronger relationships with customers, resulting in increased sales and repeat business. It also collects customer feedback and insights, providing businesses with valuable information to improve their products and services.
With 24/7 availability, scalability, and reduced response times, chatbots can handle a high volume of customer inquiries without requiring additional staff. This can save businesses money on labor costs while improving customer satisfaction.
Additionally, with pre-built templates and integrations available, companies can reduce the development costs of creating a custom chatbot. By leveraging the benefits of BigCommerce chatbots, you can streamline customer support operations and provide high-quality support at a lower cost than traditional methods.
An eCommerce customer experience(CX) automation strategy is great for companies that want to offer a seamless and effective online shopping experience to their customers. By automating various processes and interactions through chatbots, your company can increase efficiency and reduce the likelihood of errors while enhancing customer satisfaction.
There are several good AI chatbots available, but some have failed too. So, to build a successful eCommerce CX automation strategy, there are several important points that you should never overlook.
Here I will discuss all these touchpoints to give you a better idea of how they contribute to a successful eCommerce CX automation strategy.
Identify if your customers are facing any issues while they browse your online BigCommerce store. It refers to any problem, obstacle, or challenge they face while shopping online that can negatively impact their overall shopping experience.
To identify their pain points, you can conduct surveys, and polls to gather customer feedback. Later analyze the feedback to understand the problem areas. Once pain points are identified, businesses can use automation to streamline the shopping experience and address these pain points.
For example, if your customers complain about long waiting times in customer support, you can integrate chatbots for providing instant assistance 24/7. Or, if customers are struggling to find specific products on the website, chatbots can send personalized recommendations to guide them to the products they are looking for.
By identifying and addressing customer pain points through automation, businesses can improve the overall shopping experience for their customers, increase customer satisfaction and loyalty, and ultimately drive sales and revenue.
A chatbot is an AI-powered messaging software that offers instant responses to customer queries and concerns. If you customize the chatbot as per your company branding, it will look engaging to customers and you can also offer a more personalized experience to them.
To create an on-brand personality for the chatbot, businesses should consider their brand values, voice, and tone. The way your chatbot speaks should match your brand’s personality and language. For example, if your brand is known for being friendly and approachable, the chatbot should use a conversational tone and friendly language.
Apart from that, your chatbot’s personality should also match your target audiences’ preferences and requirements. For example, if the target audience is young and tech-savvy, the chatbot could use more informal language and emojis to create a more relatable experience.
Always be available on all the platforms where your customers are. Social media is one such powerful space where you can engage with your target audience and offer them more personalized services.
Many chatbots are available in the market that can be integrated with several social media platforms like Facebook, Viber, Telegram, WhatsApp, etc, and can assist customers over there too. Chatbot lets you handle all the chat requests from a single place and automatically answers all the customer queries over there.
Once you launch the chatbot for your BigCommerce website, it is important to monitor and analyze its performance on a regular basis. This can help businesses identify any issues or pain points that customers may be experiencing and make necessary improvements to enhance the overall customer experience.
Natural Language Understanding (NLU) is an important point to look into for a successful customer experience automation strategy. With NLU, your CX automation solution can understand customer inquiries and provide relevant responses in a conversational manner. To get the best results always, make sure that you configure your BigCommerce chatbot with relevant data on a regular basis so that it never falls apart in responding to customer queries. Also, you can use other pre-built NLU tools, and integrate NLU with other CX automation tools.
By doing so, you can create a more personalized and efficient customer experience that will help drive sales and customer loyalty, ultimately leading to the success of your BigCommerce CX automation strategy.
The initial accuracy of your chatbot, be it on day 1, 20, or 40, should not remain the same. The most intelligent chatbots learn and enhance their performance over time with each interaction. You will need to adjust the algorithms to ensure that the chatbot correctly identifies a user’s language and responds appropriately.
By using Deep Reinforcement Learning (DRL), you can create a highly personalized and efficient customer experience that will drive sales and customer loyalty. Ultimately, incorporating DRL into your BigCommerce CX automation strategy will help you achieve long-term success in the highly competitive e-commerce market.
REVE Chatbot is an AI-powered customer service tool that can be integrated with your BigCommerce website, mobile apps, and other social media platforms like Facebook, Viber, Telegram, Instagram, WhatsApp, etc.
REVE Chatbot lets you automate your whole customer service and other business operations and improves your overall customer experience. REVE Chatbot responds to all the customer queries on your BigCommerce store related to FAQs, product offerings, order details, cancellations, and many more. It can also assist customers in making purchases and resolving issues, leading to higher customer satisfaction and loyalty.
Let’s explore some of the most distinctive features of REVE Chatbot:
On your website, most of the time customers will inquire about general topics related to products, shipping, etc. To address this, you can create a list of commonly asked questions and generate FAQs. By configuring REVE Chatbot with this information, it can instantly respond to customers when they ask any question from the set of FAQs.
Like any other computer program, chatbots also have limitations. However, REVE Chatbot offers solutions to overcome these limitations. For instance, when the chatbot is unable to understand a customer’s query, it doesn’t abruptly end the conversation. Instead, it smoothly transfers the chat session to a real agent without causing any disruption or alerting the user. From there, the agent can take over and handle the customer’s query effectively.
REVE Chatbot’s Sentiment Analysis feature is highly beneficial as it allows the chatbot to comprehend the user’s emotions and respond with accurate solutions, ultimately leading to improved customer satisfaction.
Sentiment Analysis is a branch of Machine Learning (ML) and Natural Language Processing (NLP) that empowers the chatbot to interpret the customer’s emotions and thoughts through their voice and text data and provide suitable responses.
By leveraging REVE Chatbot’s Sentiment Analysis feature, you can set up the database with various types of positive, negative, and offensive words. In case a customer uses such words and the chatbot identifies them in its database, it promptly transfers the chat to a human agent without any delay. The agent can then take charge and handle the situation adeptly.
You can also monitor the bot’s performance and identify areas for improvement. With bot analytics, now track metrics such as the number of chat sessions handled, and chat handovers made. This information helps you analyze the bot’s performance and identify areas where further improvements can be made.
Sounds interesting right? REVE Chat offers a 14-day free trial to try out all its unique features. So, SIGN UP today!
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Suvashree Bhattacharya is a researcher, blogger, and author in the domain of customer experience, omnichannel communication, and conversational AI. Serving as a content marketing strategist at REVE Chat, she develops contextual and interesting content for customers from different industries and segments like customer service, customer satisfaction, engagement, messaging platforms, etc. Passionate about writing and designing, she pours her heart out in writeups that are detailed, interesting, engaging, and more importantly cater to the requirements of the targeted audience. Her interests include reading, painting, and traveling.
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