Those grouped by Backlinko (a website specialized in increasing organic traffic) say that 55% of companies that use intelligent chat generate a higher volume of high-quality leads.
These are users who, in addition to telling us who they are and providing us with their contact information through smart chats, tell us what they are looking for in our online store.
Now, what do people expect when interacting with these virtual assistants? They are commonly used to solve a problem, clear up a question, or get detailed answers.
At this point lies one of the main advantages of the chatbot for e-commerce since, if users seek interaction to obtain answers, virtual stores can find there an opportunity to convert that contact into a sale.
In this sense, by using it to have instant communication with your visitors and, in this way, resolve their doubts in real time. This factor is key to providing a personalized experience, which then influences the purchase decision of users.
If the possibilities offered by smart chat are so good, it’s time to learn how to use it to improve conversion in your online store.
To do this, we are going to start by defining what an e-commerce chatbot is.
What is a chatbot for e-commerce?
When a person enters your store, they do not always know what they are looking for. Sometimes, he understands what product he needs, but he has doubts about the purchase process, the shipping method or the payment methods. What is clear is that all these concerns distance that potential buyer from your goal, that is, to finalize the transaction.
For this reason, it is important to have a tool that helps you dispel those doubts in the shortest possible time and without the need to allocate human resources, such as a commercial advisor, for the task.
We are talking about , a virtual assistant that allows you to hold conversations with users through a messaging interface. This is a solution to automate much of the .
The best thing about this resource is that through a fluid, close and automatic dialogue, it speeds up the conversation with your store visitors. This, in turn, helps provide immediate responses. And all this, without a doubt, improves the user’s shopping experience. 🙌
What is a conversion in e-commerce?
Within all the terms that are related to marketing, conversion is one of the most important. If we look for its meaning in the dictionary, we will find that it is the action and effect of converting or becoming something else.
Actually, this definition is not very different from what conversion represents within a business strategy.
Basically, we are referring to the process by which a completely anonymous user who visits your store becomes something else, precisely, a buyer.
What makes someone go from being an anonymous user to a buyer are the actions they take. In this case, the purchase itself.
But in addition, when buying, this client gives us his name, surname and contact information, which allows us to carry out an adequate follow-up after the sale. Thus, we can provide you with a better experience and build loyalty so that you will buy again.
So, we talk about conversion in e-commerce when a potential buyer purchases a product in the store. In this way, that anonymous user becomes a client.
Learn more about the conversion rate of an online store
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What is the smart chat conversion?
If we talk about improving the conversion in your virtual store with an online chatbot, we first have to know what the possibilities that this resource offers in this regard.
According to Cliengo’s experience, a conversion rate of up to 35% can be achieved. And, compared to other contact channels, such as the form, you can convert up to 3 times more. 🚀
Also, before with real people. This allows you to see how beneficial it can be to include virtual assistants within the marketing strategy of your online store.
If you already know the preferred contact channels of the users who visit your store, you have half the task done. The rest of the work is managing your smart chat to convert more visitors into customers.
How to sell more with a chatbot for e-commerce?
The use of the chatbot for e-commerce goes beyond being available 24/7. Of course, this is one of the main advantages, but to transform that advantage into a differential that allows you to sell more, it is necessary to think of each interaction between users and your store as a conversion opportunity.
If you are wondering how to do it, here are some ideas that you can apply to your e-commerce.
Take advantage of immediacy
. If you have an intelligent chat in your online store, it is very likely that visitors use it to make frequent queries related to payment methods, shipping, delivery times and guarantees.
That is the time to take advantage of the search for immediate answers to provide solutions in real time. This can definitely help you influence that person’s buying decision and even make it easier to close the sale.
When you immediately resolve user doubts, the chances of conversion increase.
Welcome
In real life, when we enter a physical store, we expect to receive a greeting and welcome from the salesperson. It is a matter of education, but it goes beyond that. It is also a way of making sure that the person attending knows that we are there and that at any time we are going to need their advice and help.
The same thing happens in an online store. Welcoming users with a chatbot lets them know that there is someone on the other side willing to answer their queries. Faced with any questions that arise within the purchase process, they may use this resource.
This reduces the interference that can arise when users seek to resolve an issue. Interactions are faster and objections are also resolved immediately. Thus, the chances of conversion increase.
Reduce abandoned carts
Imagine that you are in a supermarket and you have doubts about a product. Perhaps the price is not entirely clear, or it may be that you do not know if the discount applies with your credit card. However, there is no advisor nearby for you to ask.
Maybe you load it in the cart and take it to the checkout to answer your questions there, but most likely you will leave it on the shelf. If you had had a salesperson nearby to consult, you would have taken the product home.
He is one of the phenomena that every online store tries to eliminate or, at least, reduce. The smart chat is of great help for this since it can solve the doubts of the users immediately, an action that, without a doubt, contributes to increasing the probabilities of continuing with the purchase.
On the other hand, you can also configure your e-commerce chatbot to remind users who left products in the cart, for example, through a WhatsApp notification. Then, those who return to your store will be able to review the products they had selected and decide whether or not to continue buying.
Up-selling and cross-selling
When it comes to selling, these two strategies are great allies of the . On the one hand, we have up selling, which are all those additional sales that you can make by offering your client a product similar to the one they are interested in buying or have already bought.
For example, if you have an organic store and a potential customer adds almond milk to the cart, the chatbot could remind them that they can take advantage of an offer and get 3 for the price of 2.
On the other hand, cross-selling is the cross-selling that you can do by offering the visitor a complementary product to the one they want to buy or have already bought. For example, if in an online men’s suit store, a potential customer decides to buy a shirt, the bot could offer him a tie as an accessory.
In addition, for both up-selling and cross-selling, you can offer discount coupons to make a new sale.
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How to integrate a chatbot in your e-commerce?
Now that you know the advantages of adding a chatbot for e-commerce, you are probably wondering how to integrate it into your store. If you have a Tiendanube and you want to integrate the Cliengo bot, for example, here we tell you what steps you have to follow to do it:
- Enter the Cloud Application Store and click on “Install application”. You can do it from .
- Your store manager will open automatically. If you haven’t logged in, you need to enter your username and password.
- Then, you have to accept the permissions of the application by clicking on “Accept and start using”.
- After accepting the permissions, you need to create your account on the Cliengo platform. You will see that your store’s registration e-mail is automatically recognized, so you only have to enter a password for your account. Finally, click on “Continue”.
Clever! You already have your account created. The Cliengo configuration panel will automatically open so you can start configuring your chatbot for e-commerce.
Keep in mind that this bot is 100% integrated into your online store and introduces a novelty: you can use the Cliengo chatbot for e-commerce on Facebook Messenger and WhatsApp, and soon on Instagram.
This allows you to manage all touchpoints with potential buyers from one place and better guide them along their buying journey.
Definitely, integrating a smart chat in your online store is a way to diversify your strategies and thus increase your chances of conversion. Everything that ultimately helps you improve the profitability of your business. Would you like to add it to your e-commerce?
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