Chatbots are software with Artificial Intelligence that simulate human interaction in a chat environment. A chatbot provides pre-programmed, personalized responses to people on websites. In this way, it can be used to serve consumers in virtual stores, marketplaces and other e-commerce sites.
The use of chatbots has seen great adoption in e-commerce. To give you an idea, according to a forecast by Insider Intelligence , consumer spending in retail worldwide through chatbots will reach US$142 billion in 2024. That's dozens of times more than the US$2,8 billion obtained in 2019.
The tool's potential is great. In fact, chatbots can provide multiple benefits for the operation of an e-commerce. It prints faster service and eliminates costs, among other advantages. Read on and learn more about it right now!
7 ADVANTAGES OF USING CHATBOTS IN E-COMMERCE
By implementing a chatbot in your e-commerce, you can get advantages such as:
1 – Positive customer service experience:
Chatbots can offer a better customer service experience. Specifically, 87,2% of consumers have neutral or positive experiences with chatbots. Only 12,8% report negative experiences with this feature, according to data from Drift cited by the Startup Bonzai blog.
2 – End-to-end resolution:
According to information from Comm100 also cited by the Startup Bonsai blog, chatbots handle 68,9% of chats from start to finish. That is, this feature is able to offer an end-to-end resolution for most consumers.
3 – Generate quality leads:
Also according to the Startup Bonsai blog with information from Drift, 55% of companies that use chatbots generate more high-quality leads. In addition, chatbots are able to capture a large number of leads as they work 24 hours a day, 7 days a week, 365 days a year.
4 – Quick answers:
Chatbots provide faster customer service. According to data from UserLike , 68% of respondents in a study cited that one of the most positive aspects of chatbots is their quick response time.
5 – Reduction of abandoned carts:
A study cited in Chatbots Magazine demonstrates that the use of chatbots can reduce abandoned shopping carts. The experiment found that integrating abandoned shopping cart chatbots into Facebook Messenger increases e-commerce revenue by 7 to 25%.
6 – Greater acceptance in retail:
Consumers who shop online are the most accepting of chatbots. According to data from Invesp , 38% of them accept chatbots. Meanwhile, in the healthcare sector, acceptance is at 27%, in telecommunications at 25%, and in the banking sector at 20%.
7 - Time release:
According to data from Invesp, 34% of executives say the time they free up through chatbots allows them to focus on deep thinking and creation. In other words, chatbots free up time for you to optimize your business.
Furthermore, it's worth mentioning that, according to estimates by Juniper Research , by automating multiple activities such as customer service and support, chatbots can help companies save up to US$8 billion by the end of 2022.
As you can see, implementing a chatbot in your online store can be very worthwhile. Remember that it's very easy to implement this feature, as it only requires integrating a tool like Livechat or Movidesk , for example. In short, implement it and test it out!
As soon as you can, click on “ Chat Solutions ” and discover 5 customer service tools for your online store!
