Staying in tune with evolving client expectations is challenging. Sometimes, the best method to find out what they want is to ask them directly. Enter chatbots.
As Science stated earlier this year, “Chatbots are software programs, which can include AI components, designed to interact with people over messaging apps.” This method of reaching clients the moment they visit a brand’s website engages them in direct dialogue and has changed the way clients shop, the way they interact with client service, and the way they make purchases.
In today’s instant gratification economy, how can chatbots help brands make things easier and more satisfying for consumers?
Here’s a list of some benefits for brands:
- Chatbots help avoid cart abandonment
By reminding clients about unfinished orders and answering common questions, chatbots help to avoid cart abandonment. The best chatbots provide an automated client service experience that feels personalized and personable to consumers.
Mobile shopping is growing in popularity. Simplifying this process, which is often more challenging on mobile, has the potential to reduce the likelihood of clients abandoning carts out of frustration.
- Chatbots simplify the browsing process for clients with a specific shopping objective
Chatbots can be extremely effective in guiding clients in the right direction when it comes to narrowing down purchase options. ECommerce chatbots can streamline a client’s experience by pinpointing what the client wants and confirming the purchase in one natural conversation.
- Chatbots mimic a humanized experience, driving client loyalty
The fast response of chatbots in conjunction with the genuine empathy of a human associate is a winning combination that can provide clients with the efficiency and speed they demand while still feeling that they’ve truly been heard by the brand. Striking the right balance between chatbots and human interaction could be a big win for brands, considering 91% of unsatisfied clients will not return for a repeat purchase or service.
In today’s commerce landscape, multiple points of interaction with each client represent the minimum effort required to run a successful business. Chatbots add value by giving the client what they want: convenience, experience, and a voice to be heard.
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