5 Exciting eCommerce Chatbot Examples

H&M uses a chatbot on its messaging app Kik to introduce a unique level of personalization in conversational commerce and help shoppers find their perfect look. H&M focuses on delivering an experience similar to the in-store experience by offering stylist recommendations based on customer preferences and previous choices. Now, Fody uses retail bots to answer simple questions, such as order tracking which is fully automated by Heyday’s conversational artificial intelligence and shipping integrations. Adding chatbots to their website resulted in saving 30% of their customer service team’s time every single week. Without the overwhelm, Fody was able to improve their marketing with proactive communication strategies targeted to those with digestive conditions. There are hundreds of companies that are successfully using the best examples of chatbots to improve the shopping experience.

Instead, you simply use the app’s predesigned setup process to create a conversation flow and input responses that align with brand policies. Another way you can use chatbots in ecommerce is to prevent abandoned carts. Another way that ecommerce businesses can use chatbots is to issue returns and exchanges.

For example, a customer may want to buy “blue shoes”, but what does that mean in terms of search filters in your products section? A customer might also find a product similar to what they want but not exactly what they imagined they would find. Research from McKinsey Global Institute shows that the retail industry could reap global benefits from AI worth $400 billion to $800 billion in coming years. On the frontlines of Artificial Intelligence in Retail are eCommerce chatbots. Some chatbot apps are rule-based and use buttons to gather responses and build conversation, while others have a more conversational flow and incorporate NLP/AI functionality. For customer service, Staples tries to make everything easier with its intelligent Easy System, done in partnership with IBM’s Watson.

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Learning how to set up your business for conversational commerce isn’t always clear since bot technology is still developing. To help sellers out, we’ve created this guide to cover everything from defining exactly what a chatbot does to measuring your bot’s ROI. Manufacturers also have products that need some support and retailers that sell them don’t always have the answers. This example, as you can see, is somewhat different from regular chatbots that allow free text.

Below are some of the most innovative and successful ecommerce chatbots deployed by brands across the world. Chatbots provide 24/7 support, answer FAQs, and can offer promotions to customers based on their intent, making them a great candidate for retailers to improve customer satisfaction and brand loyalty. The platform Kik offers a Bot Dashboard for building bots to publish on their messaging app, which has over 15 million monthly users. You’ll need intermediate to advanced coding skills to build a bot on their dashboard.

Sephora — Learn, reserve, enjoy

The first is the Sephora Reservation Assistant which helps customers make a booking at Sephora quickly. Since its launch, the chatbot has resulted in an 11 percent increase in conversions.The second chatbot is called Sephora Virtual Artist and is a big step in chatbot innovation. Virtual Artist is a shade matching bot that allows customers to try on different shades of lipstick by uploading a picture. Virtual Artist can also be used to find different shades of lipstick. This technology can analyze customer browsing and purchasing history to offer tailored suggestions to users. As a result, it increases your chances of driving sales and enhancing customer satisfaction.

Available via Facebook Messenger, it provides real-time tracking and delivery updates as well as pizza-ordering capabilities. It also remembers customers’ order history, allowing them to easily purchase their favorite pizza again and again. Merchat AI was created by Mercari, an online marketplace for second-hand tech, clothing, toys and other items. The chatbot uses the underlying tech of ChatGPT to help recommend products to shoppers. All a user has to do is type in what they’re looking for, offering as little or much detail as they want.

Chatbot use case #16: Providing in-store support

Their chatbot currently automates recipe suggestions, product questions, order tracking, and more. After experiencing growth in 2020, they needed to quickly scale up their customer service response times. Chatbot technology has been shown to produce a noted uptick in conversion rates, indicating just how helpful it can be throughout the whole customer journey. With the technological prowess of Yellow.ai, UnionBank saw a staggering 3X increase in chatbot adoption among consumers, marking a significant milestone in their pursuit of banking excellence. You can train your chatbot for retail to ask each customer if they want to join the email list at the end of every transaction. Or you can have the chatbot promote incentives for joining, like exclusive discounts.

H&M and Burberry represent another group of the best examples of chatbots in this domain. By working on a messaging platform, they provide recommendations and show outfits. These chatterbots also link to products on the site and serve as personal stylists for stay-at-home clients.

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You can also choose from bot templates, including ones for purchasing tickets, answering FAQs, registering accounts, etc. It also boasts an intuitive, easy-to-use User Interface (UI), making it a solid choice for any skill level. We all know the boring transactional messages that tend to pile up in our SMS or Email Inbox. They are cold, impersonal and serve little purpose other thank ticking a checkbox in customer communication. Boost your Facebook ads with automated discovery questions and use this data to sell more.

The Zenyum bot powered by Yellow.ai has helped enhance customer interaction and decreased the demand for a human agent for speedy resolution of client inquiries. Educational chatbots use AI to reshape how students interact with educational content and learn. Chatbots can provide students with individualized learning experiences in online schools by adjusting to their specific needs and assisting in various academic areas. When you think of eCommerce innovation, Sephora is always a step ahead. With their Virtual Assistant, shopping at Sephora is now a tailored experience. The customers have to get into a conversation with their chatbot, and it’s like having your own personal stylist.

This meant that every morning the sales team would wake up to sales that were aided while they were asleep. The more you’re capable of engaging with your users, the better your chances of converting them. The scope of automation in eCommerce is so expansive that by 2023, almost 70% of all commercial chatbots will be found in online retail. You can use this type of conversational commerce at any stage of the customers journey.

• Retail assistants excel at personalization by remembering consumer preferences and purchase history.
• Many users can’t tell the difference between a chatbot and a live agent — the tech is just that good.
• By offering up-to-the-second answers to customer inquiries and concerns, the brand can provide fast, helpful service and help customers find the products they want.
• As evidenced by Decathlon, where 29% of conversations in the bot occurred outside of regular store opening hours.
• In short, ecommerce chatbots are software that simulates the human assistant and interacts with a human assistant in real-time.
• Customers would like to know when their purchases will be delivered.

This not only eliminates a customer from having to go through the hassle of returning an item, but also saves the retailer significant costs related to returns. If BB can’t answer a question, the bot will connect you with a live agent. The chatbot also offers emoji direction services, which give travelers information based on their location. The bot will show directions to a destination of choice once the user sends a relevant emoji and their location on Messenger. The English soccer powerhouse Arsenal Football Club (FC) uses bots to engage with their audience while promoting their brand.

Chatbots in retail: nine companies using AI to improve customer experience

They swoop in, seeking opportunities to re-engage customers who are on the brink of making a purchase. But if you’re looking at implementing social media and messaging app chatbots as well, you can explore all our apps. If you’re just getting started with ecommerce chatbots, we recommend exploring Shopify Inbox. A chatbot can pull data from your logistics service provider and store back end to update the customer about the order status. It can also offer the customer a tracking URL they can use themselves to keep track of the order, or change the delivery address/date to a time that suits them best. You can use a chatbot to answer queries around sizing guides, product variants, pricing, and ongoing discounts they can redeem, or even make product recommendations based on what they’re looking for.

They can manage up-to-date information on product availability, sizes, colors, and more. This helps businesses to streamline their operations, reduce human error, and prevent customers from ordering out-of-stock items. Traditionally, talent acquisition can be a tedious and time consuming process, requiring humans to sift through hundreds or even thousands of applications to find the right candidates to interview. HR and recruitment chatbots can help by automating the process, such as parsing through resumes, scheduling interviews and onboarding new employees once they’ve been hired. Created by social innovation lab Hopelab, Vivibot is a chatbot created specifically to assist young people living with cancer or whose family members are going through cancer treatment. The bot was designed with the expertise of both clinical psychologists and young adult cancer survivors.

The Toyota Sienta campaign chatbot reached 10% CTR, while the average for Hong Kong is only 0.6%. Interestingly, as many as  50% of users who completed the “quiz” with the bot were interested in booking an offline test drive. Toyota’s Hong Kong branch has done something unconventional in the automotive industry.

Additionally, 60% of consumers still prefer working with a person and would rather wait in line for an agent than be directed to a chatbot immediately. With ecommerce chatbots, a customer can report product issues, shipping delays, and more. The chatbot can provide resolutions to customer problems based on your policies without ever having to take time away from a human employee. The need for eCommerce chatbots has never been higher than it is today.

It can be a struggle to provide quality, efficient social media customer service, but its more important than ever before. Turn your Shopify store visitors into customers with Heyday, our easy-to-use AI chatbot app for retailers. Matching skin tone for makeup doesn’t seem like something you can do from home via a chatbot, but Make Up For Ever made it happen with their Facebook Messenger bot powered by Heyday. The bot resulted in a 30% conversion rate for personalized recommendations. Sometimes, customers need a human to guide their purchase, but often, they only need a basic question answered, or a quick product recommendation. Retail bots can automate up to 94% of your inquiries with a 96% customer satisfaction score.

• Unlike a web chat where conversations disappear after they are solved, you can re-kindle an old conversation on a messaging app at any point.
• Interactive and fun, it allows making purchases without leaving a messenger app.
• Generation Z considers email to be an outdated method of communication – Gen Z members are 3 times more willing to open chat messages, pushed out by notification.
• The customer wouldn’t have to worry about making an effort to write something elaborate.
• Customers can track orders, receive a reminder of their account number and track payments to their account.
• Users typed, ‘Tell me a joke’, and the chatbot responded with a cheesy gag.

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