Why are chatbots gaining momentum amongst Shopify stores and online businesses?
Customers have grown to expect instant gratification even while online shopping. They expect you to understand and answer all their needs and they won't wait around for it. They are also quicker than ever to switch brands when they can’t find the information that meets their needs.
Chatbots for support are available 24/7, can answer questions instantly and collect the necessary information to personalize a customer journey - saving time and improving customer satisfaction in the process!
In fact, the number of people who have interacted with chatbots for support is quickly growing. More than 59% of millennials and 60% of Gen Xers in America say they've dealt directly through chatbots!
According to Gartner,
“By 2020, 85% of our engagement with businesses will be done without interacting with another human. Instead, we’ll be using self-service options and chatbots.”
According to a recent Oracle survey,
“80% of businesses said they currently use or are planning to use chatbots by 2020.”
In a recent survey conducted by Audience, MyClever and Drift to better understand where the opportunity lies for chatbots they asked thousands of customers about their online experience with businesses. To better understand their pain points and processes that led to frustration and abandonment.
Before diving headfirst into creating or adopting a chatbot for your business, you should first try to understand when to use a chatbot and why
When to use a chatbot?
1. To offload repetitive and mundane tasks
With chatbots, you can automate most of your simple and repetitive tasks. Relish AI’s conversational AI-powered chatbots can handle almost 80% of simple tasks like queries relating to FAQs, products, shipping or brand policy without getting a human agent involved.
2. To reduce response time
For most customers shopping online, speed and quick response are primary factors for their brand loyalty. With Relish AI chatbots, businesses can deliver instant answers, assist customers at every step of the way to reduce points of friction and improve conversions around the clock, 7 days a week, 365 days.
3. To personalize customer experience
Chatbots can store information from users like preferences and past purchases, then turn it into hyper-personalized recommendations that will be more satisfying than any human-powered system on the market!
4. To automate support functions like order tracking, cancellation, and refunds
Chatbots can deliver instant answers for queries like live-order tracking, cancellation, refunds or exchanges in the least amount of time. This frees your support team from browsing through
Multiple emails and adding to the woes of the waiting customer.
Why use a chatbot?
1. Proactive customer support
Relish AI’s conversational AI chatbots can help predict customers' intent based on past purchase history and additional machine learning capabilities. Thus, the chatbot takes a proactive approach other than being reactive, this allows businesses to understand, recommend and upsell more products or services.
2. Operation Cost Reduction
Relish AI’s chatbots are the powerful frontline support for your business because they're able to provide answers to common issues such as getting simple things answered quickly or understanding basic information about you.
For eg: When someone asks "When will my order ship?" A chatbot could easily understand the context and offer them a tracking link to their purchased product with just one click!
Or request an escalation, in which case the chatbot does a handoff of all relevant information to the agent to help resolve the issue efficiently.
3. Lead Generation Automation.
Chatbots are an excellent way to engage customers who might otherwise go unnoticed or be lost in the crowd. Relish AI turnkey lead generation features allow businesses to generate quality using personalized incentives. The chatbot also identifies and qualifies the leads based on their stage in the customer funnel. This helps businesses to segregate leads and
divide their sales focus based on the buying intent.
4. Education users
Chatbots are great for providing assistance when customers don’t know where to go or how to find the information that they need. With Relish AI, self-support widget businesses can empower their customers to self serve.