mobile apps

The rise of the chatbot: A more personalized experience thanks to Artificial Intelligence.

The implementation of chatbots has become common these days and we are no longer afraid of these digital assistants and Artificial Intelligence automation anymore.

The question is: How can chatbots benefit your business?

We are experiencing a chat boom in eCommerce and chatbots are predicted to manage 85% of customer service interactions by 2020, so is time to get ready. Below we break down how to use an e-commerce chatbot to drive acquisition, retention and loyalty.

Drive Customer Acquisition

  • Chat Bubble

On Shopify or Shopify Plus, you can enable Facebook´s native Messenger integration to allow visitors to interact with you via Mesenger on Facebook.

  • Product-Page Buttons

Addittionally to chat bubbles you can add customized buttons in different shapes and sizes. This should be your second point of integration and keep the call to action message relevant.

  • Facebook Page

On the facebook page you can set up the ¨Send Message¨ location to your bot and define the first message a welcoming on or an answer to the question a visitor submits.

  • Facebook Ads to Bots

Chatbots remove the need for your prospect to type anything in order to become a subscriber. With the click of a button, the prospect engages in Messenger and is signed up.

Incentivize Sales with Coupons

The number of adults using digital coupons in the US is expected to increase by 50%. So how can you capitalize the interest for coupons? By offering discounts inside a bot, you can take advantage of this huge opportunity.

  • Landing Page to Bot

How you capture a customer’s attention? By redirecting prospective customers from coupon landing pages to chatbots and asking a few questions to gain insights about their needs.

  • Coupons via Chatbots

After clicking “Send to Messenger,” the bot can either open with a question to encourage engagement or deliver the coupon code immediately.

  • Go Beyond the Coupon

There is no doubt that coupons and discounts incentivize first-time sales. However, the significant challenge is to turn customers into loyal clients. Here is where VIP experiences are the key to retention.

  • Velvet Rope Experiences

Bots serve as a vehicle to deliver “velvet rope” experiences for three reasons:

  • Instant gratification
  • Personalization and interaction
  • The ability for your customer to use the bot across devices

No matter how a person enters your chatbot, whether from a website, an ad, or otherwise, you can immediately offer a personalized experience.

  • Comment to Messenger Bot

Facebook chatbots offer a new way to drive acquisition on Facebook and Instagram. If your brand has already established a following on either platform, leverage this tactic.

  • Quizzes for Personalization

Quizzes consistently rank among the most shared features on social media. Therefore quizzes inside of a chatbot are the next logical progression.

Increase Conversions

According to Michael Aagaard (former CRO of Unbounce): “Conversion rate optimization really isn’t about optimizing web pages – it’s about optimizing decisions.” So if we apply the same principle to chatbots, they can optimize decisions in multiple ways:

You don’t know. You can’t know unless you’ve asked the customer some questions. Conversations reveal insights beyond trackable actions.

  • Build Product and Purchase Suggestions
  • Increase Conversions Using Help Guides
  • Offer Augmented Reality (AR) Experiences
  • Create Product Finders to Aid Purchase Decisions
  • Implement Messenger Cart Abandonment Recovery

Retain and Engage Existing Customers

Transactional messages, support, and a host of post-purchase offers sent at the right time not only help increase retention but also meet the needs of each customer.

All these measures are mainly used for Facebook Messenger, nevertheless, other social media channels have more feature to offer. Stay tuned for future articles where we are going to tackle each one of them.

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With debilitating competition coming from companies such as Amazon, Walmart or Costco, retail stores are struggling. There were 16 chains that filed bankruptcy in the US in 2018 and 50 more did it the previous year.

Why retail is dying?

There is a new shift in the retail industry from the mall and physical stores to online purchasing on smartphones and tablets. As large chain stores struggle to keep up their sales, there is a rise in online sales, independent and artisan retailers. They are stepping up to take their place on the high/main street.

It is common for big brands to announce job cuts, bankruptcy filings. A renowned luxury fashion brand announces deep job cuts. A multinational shoe retailer has filed for bankruptcy protection. Another store chain, once the biggest name in retail confirms that its future it can be in danger.

This trend has been named as the “retail apocalypse” and is one of the biggest the business world has seen. This is not only due to technological innovations but also due to the death of malls across different countries, not only the US.

Is there still hope for retailers?

Despite the bad news we still have hope. Companies like Nordstrom, Walmart and Dick’s Sporting goods plan to open stores. They are fighting against the odds and work to reimagine the customer experience. Their strategy is to cut down cost, minimize labour and infrastructure costs while offering a wide breadth of products.

Other retail stores are experimenting with experiential retailing to provide a more engaging brand experience for customers. In a similar direction, others are re-examining their loyalty programs to bring back customers to their shops.

What is more important, many retailers are investing in technology to provide unique experiences that are not possible to provide in brick-and-mortar stores. Thes initiatives include virtual reality, apps and e-commerce store. This trend is common in the sports retail industry, where companies such as Adidas launched its own app available in more than 25 countries. And as their CEO confirms “there is no doubt e-commerce and e-commerce through a mobile environment is the future of our company”.

How eCommerce changed consumer retailing?

Consumer shopping habits are changing drastically thanks to the explosion of eCommerce,

… and online shopping is quickly becoming the preferred way to shop for consumers around the globe. Here are a few innovations that allowed this change to happen:

The rise of mobile shopping has blurred the line between the physical store and the online experience. Consumers use mobile for different reasons during the sale cycle:

To discover new products

  • To locate products and compare prices
  • To create and manage shopping lists
  • To make purchases
  • To review purchases

Customers expect a seamless shopping experience that is customized to their shopping preferences.

But more important, according to Accenture’s 2018 Pulse Check research, more than 90% of consumers are more likely to shop with brands that recognize them and personalize the experience.

Digital marketing transformed shopping into a Social Activity.

Consumers today rely on the opinions of others to guide their purchase decisions, and they have immediate access to those reviews. Anyone on social media can be an influencer for a brand.

As a conclusion, the shift to e-commerce is imperative since eCommerce gives customers immediate access to information, ability to shop on different devices and the option to share their experiences on social media, which has completely altered their expectations and the way they shop.

These are only a few reasons why eCommerce and the implementation of new technologies can boost your retail business revenue. For more info do not hesitate to contact us.

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