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.
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.