In the ever-evolving ecommerce business, companies are continually facing the challenge of providing efficient and effective customer support. Deploying a customer support bot offers a solution that not only enhances customer experience but also streamlines many of the business operations. In this article, we’ll explore the best ecommerce chatbot examples that have revolutionized customer service and sales processes of companies.
What is a commerce chatbot?
A commerce chatbot, often referred to as retail, shopping or ecommerce chatbot, is a chatbot specifically designed to facilitate and streamline various aspects of online commerce or retail business. It uses artificial intelligence (AI) and natural language processing (NLP) to communicate with customers and assist them in their buying process on various channels such as the business website, e-commerce platforms or messaging apps.
Commerce chatbots are used in conversational commerce for various purposes:
- Product Recommendations: AI chatbots can suggest products based on customer preferences, previous purchases, or browsing history from the ecommerce sites. This helps in personalizing the shopping experience and increasing customer engagement.
- Customer Service: Customer service chatbots can answer customer inquiries 24/7, reducing waiting times and freeing up human customer service reps for more complex tasks. They can provide instant customer support by handling common questions about products, delivery, returns, refunds, and more.
- Sales Assistance: They can guide customers through the buying process, providing real-time assistance, and reducing cart abandonment. So, they can shorten the sales process for online shopping.
- Order Updates: They can provide customers with updates on their orders, including delivery tracking.
- Feedback Collection: They can collect customer feedback to help improve products or services. Also, they can collect valuable customer data from existing customers for data analytics.
- Upselling and Cross-selling: An AI chatbot can recommend complementary or higher-priced items to customers in the online store, to increase sales.
1- eBay Canada’s Facebook Messenger chatbot
eBay Canada is the Canadian branch of the global online marketplace, eBay, offering a platform for the buying and selling of a wide variety of goods. It connects millions of buyers and sellers across the country, enabling transactions in categories ranging from fashion, electronics, and collectibles to automobiles and real estate.
The objective of eBay Canada was to engage in dialogue with a specific group of users who had shown particular interest in eBay Canada’s offerings. The company wanted to provide them with “exclusive insights” about holiday events through an enjoyable, “personalized” deals experience during the 12 days of Christmas.
eBay Canada collaborated with a chatbot company to create a Facebook Messenger bot with the aim of promoting eBay Canada as a premier destination for discovering hidden bargains during the holiday season. The chatbot communicated through a sequence of direct messages, inviting users to sign up for sneak peek offers during the 12 Days of Deals event to encourage product exploration and purchases. Additionally, users were allowed to explore more seasonal deals.
- 88% of users who engaged with the bot subscribed to receive daily deals. 1
- Facebook users engaged with the ads on Instagram and Facebook:
- 2,200 users reacted
- 513 users shared
- 383 users commented
2- Eureka Forbes’ WhatsApp Chatbot
Eureka Forbes Limited, a prominent health and hygiene brand in India, has a long-standing history dating back to 1982, during which time it has garnered over 20 million contented customers.
The COVID-19 pandemic triggered a surge in customer interest in safe, purified water and consequently, in water purifiers. In response to this rise in inquiries, Eureka Forbes sought a quicker and more effective method to manage customer queries.
- The company aimed to leverage artificial intelligence (AI) and machine learning (ML) to improve their query resolution process and amplify customer engagement.
- Eureka Forbes aspired to elevate customer satisfaction by reducing the time taken for initial responses and providing customized and prompt solutions to queries.
- By deploying an AI-driven chatbot solution, Eureka Forbes aimed to offer precise and accurate brand services to their patrons.
In their quest to deliver a highly efficient user experience and enhance customer satisfaction, Eureka Forbes collaborated with Haptik to develop a WhatsApp chatbot.
The bot is adept at understanding customer intent, collecting necessary information, and providing relevant assistance and tailored solutions on a large scale. Thanks to the proficient WhatsApp User Interface, the waiting time for customers has substantially decreased.
Furthermore, a smooth transfer of knowledge for customer inquiries has resulted in decreased customer churn, all while maintaining a uniform brand experience.
- Chatbot successfully handled more than 1.5 million conversations. 2
- 1 million people were engaged with Eureka via WhatsApp.
- Thanks to WhatsApp chatbot Eureka was able to augment its workforce where automation of queries saved more than 200 thousand hours for its employees.
3- Sephora’s beauty chatbots
Sephora is one of the first brands to implement chatbot technology. It wanted to help their customers make reservations and explore its beauty products from their mobile devices, without waiting for sales assistants.
Sephora adopted a well-planned marketing strategy based on 3 chatbot technologies:
- It launched a chatbot on the messaging app Kik, that offers makeup tutorials, skincare tips, video clips and product reviews & ratings.
- Sephora also introduced the Sephora Reservation Assistant, a chatbot that employs natural language processing to communicate with customers and determine store locations. Also, it launched the Sephora Virtual Artist, a chatbot that uses AI to select a color from a photo and identify a corresponding match among its beauty products. Both of these bots were on Facebook Messenger.
- Sephora reported an 11 percent increase in booking rates through the Sephora Reservation Assistant.
- It reported an increase in in-store sales, an average spend of $50 by clients who have reserved an in-store service via the chatbot.
- The virtual assistant has achieved 600,000 interactions.
5- CARS24’s omnichannel chatbot
CARS24 is a technology-led company leading the industry in the trade of used cars. The business of buying and selling pre-owned vehicles can be a challenging task, laden with potential queries from prospective buyers and sellers about car type, favored brands, vehicle age, mileage, pricing, among other aspects.
Following shifts in consumer behavior amid the COVID-19 pandemic, CARS24 experienced a dramatic surge in demand for its services. The company saw a 200% uptick in support volumes, with average monthly traffic increasing to 13 million and transactions reaching half a million.
- Dealing with substantial volumes of repetitive support questions, particularly related to car evaluation, became a significant challenge.
- The wait time in addressing customer inquiries had extended to minutes and needed to be reduced to mere seconds.
To enhance user engagement, accelerate customer responses, and incorporate a live agent for effective support in response to user inquiries, CARS24 partnered with Haptik to develop a chatbot to be integrated into CARS24’s website, app and WhatsApp.
The chatbot facilitated CARS24 in:
- Turning user interactions into potential leads by gathering data such as names, phone numbers, and emails and passing this information onto sales agents.
- Allowing potential customers to receive a car evaluation by interacting with the Cars24 chatbot.
- Providing immediate, on-demand answers to frequently asked questions.
- The deployment of the chatbot assisted CARS24 in boosting its sales, with more than 33% of the sales happening via chat support.
- The chatbot handled more than 100,000 conversations.
- Compared to a call center, the cost per sale has been reduced by 75%.
6- Domino’s Pizza India’s omnichannel chatbot
In India, home delivery services have gained immense popularity, particularly during the pandemic. Domino’s, recognizing the trend, aimed to optimize the entire customer experience, from order placement to prompt pizza delivery. The company understood the importance of efficiency, considering the competitive nature of the market, and strived to ensure the fastest delivery possible while keeping costs at a minimum.
Dominos Pizza worked with a conversational AI company to create chatbots for solving these challenges. They developed an omnichannel virtual assistant that operates across multiple channels.
- The virtual assistant effectively handles customer inquiries regarding placing orders, checking order status, and accommodating special requests such as extra olives on pizzas.
- Additionally, the virtual assistant collects feedback after deliveries and proactively promotes future orders through enticing offers and promotions.
- The assistant also automatically detects returning customers and provides quick help options for the user without the hassle of logging in.
- The bot has managed to handle 1.5+ million conversations. 3
- It helped the company to reduce the live agent costs by $500K.
- The bots accuracy was 90%.
Cem has been the principal analyst at AIMultiple since 2017. AIMultiple informs hundreds of thousands of businesses (as per similarWeb) including 60% of Fortune 500 every month.
Cem's work has been cited by leading global publications including Business Insider, Forbes, Washington Post, global firms like Deloitte, HPE, NGOs like World Economic Forum and supranational organizations like European Commission. You can see more reputable companies and media that referenced AIMultiple.
Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised businesses on their enterprise software, automation, cloud, AI / ML and other technology related decisions at McKinsey & Company and Altman Solon for more than a decade. He also published a McKinsey report on digitalization.
He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech company Hypatos that reached a 7 digit annual recurring revenue and a 9 digit valuation from 0 within 2 years. Cem's work in Hypatos was covered by leading technology publications like TechCrunch and Business Insider.
Cem regularly speaks at international technology conferences. He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School.
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