Currently, 78% of the population between 16 and 70 years of age uses online commerce as a shopping channel according to a study by IAB Spain.
This is why in recent years the advance of online stores has been brutal. One of the main triggers is, as you know, the irruption of the pandemic in our lives.
Overnight, commerce became 100% digital and both offline and online stores had to adapt to the new situation against the clock.
Many offline businesses (almost 11%) started from scratch in the digital world and those that had already been in it for some time saw how their daily activity was overwhelmed and had to reinforce their shipping logistics and customer service.
Since then, consumer buying habits have changed and the preference for online shopping has increased considerably.
That is why, nowadays, it is not enough just to be in the digital world, but you have to know how to differentiate yourself from your competition and make your product the one chosen against all those who offer the same as you.
The importance of customer service in e-commerce
A digital shopper is very clear about their three main preferences when buying a product in an online store:
The price
The product quality
The attention they provide to the customer
When a user enters an online store, they may know what they want but, in other cases, they may need help. Resolve any questions about the product or simply solve any obstacles during the purchase process.
If, in your case, you have an online store and you do not have a chatbot so that the customer can solve their doubt or problem at the moment, surely what that user is going to do is look for another option among your competition that does offer what they need. he needs.
That is why it is so important to have a customer service that works continuously and with immediate responses such as a chatbot and its automated attention.
The 5 advantages of having a chatbot in your online store
Now that you know where I’m going, get ready to dive right into the advantages of a chatbot in customer service in an online store:
Automate frequently asked questions
How many times a day do you answer the same questions over and over again?
A lot.
Your chatbot can answer your (future or already) customer immediately on topics such as, for example:
⇒ Questions related to your product catalog (availability, sizes, stock…).
⇒ The costs or the available shipping methods.
⇒ If you have a physical store or not.
⇒ Etc..
Wonderful, isn’t it?
This way you will stop doing bot tasks to focus on human tasks.
Reduce obstacles in the path to purchase
As I told you before, imagine that a user enters your store, decides to buy a product and, during the purchase process, something goes wrong.
If you have a chatbot to contact and solve the problem immediately, the purchase will be successful; but what if it’s not and there’s no one to contact? They probably won’t even bother to send an email and abandon their cart to go shopping at a competitor.
With a chatbot this problem would be eliminated, thus increasing conversion.
Always available for your customers
A chatbot never gets tired. It is always available at any time, any day and for a large number of users at the same time.
When a user enters an online store that has a chatbot, their perception of the brand usually changes as they feel accompanied at all times. It is a way to build customer loyalty.
Low price
People always want immediate attention and thanks to this type of tool it is possible.
Imagine the cost for any e-commerce to maintain a team of people 24/7 to answer the same repetitive questions over and over again.
I think I don’t need to tell you. Something unfeasible for any business (and any sane mind).
That’s why a chatbot is an economical solution within your reach.
Time
Automating the main answers to the most frequently asked questions in an online store saves your customers time.
But this goes beyond savings. You gain time.
To dedicate it to your business, to spend more time with your family or to simply enjoy life.
And that is priceless.
Come in and discover what Arkibot can do for your online store.
Want to know more?
Come in and try Arkibot,
your business customer service is going to change after this.