Conversational E-Commerce With Chatbots

Conversational E-Commerce
With Chatbots
© Onlim GmbH 2019

When people talk to their friends and
family, they usually use text messages
and messenger apps. It’s fast, easy,
and convenient. That’s why people
prefer texting five times more than
making a call.
So why are only a few businesses
considering these new ways of
communication in their customer
service?
Onlim GmbH | Conversational E-Commerce With Chatbots | www.onlim.com

The first e-commerce businesses that
fully implement automated chat, text,
and voice communication, and are
able to make interactions with
customer support as simple as
interactions with a friend will
definitely stand out from the crowd.

BETTER COMMUNICATION
EQUALS MORE SALES
With e-commerce becoming the prevalent
mode of shopping, it is about time that
conversational immediacy is integrated
into the online shopping experience, just
as we know it from physical stores where
we can talk to someone for help.

Live chats and chatbots are excellent
solutions to support real-time customer
service. Compared to phone support,
customer service becomes a lot faster for
everyone. Especially chatbots enable
further automation that elevates
customer experiences while being highly
cost-effective.

BETTER COMMUNICATION
EQUALS MORE SALES
Conversations create value at any point in
the customer journey. Integrations of
chatbots are more accessible than ever as
social media, messenger apps, and voice
assistants are entering all areas of your
customers’ lives.
More than 2 Billion people are using
messenger apps, and in the US alone
every 7th citizen has a smart speaker for
voice assistance at home already.

A customer usually goes through these
steps in his customer journey:
THIS IS HOW
CONVERSATIONAL
E-COMMERCE WITH
CHATBOTS WORKS
First visit to the online shop
Checking out products
Putting a product into the shopping
cart
Making the purchase
Product is being delivered
Product is received

With integrated live chats, chatbots or
voice assistants, customers can receive
assistance at any time. Starting with a
welcome message, useful tips, and
support while browsing the shop, to a
thank you note after purchase, and
potentially even updates or feedback
on the delivery. The possible touch
points are numerous.
THIS IS HOW
CONVERSATIONAL
E-COMMERCE WITH
CHATBOTS WORKS

CHATBOTS SUPPORT
E-COMMERCE
AUTOMATION
Chatbots enable to answer inquiries
faster, make customers feel better as they
know that a 24/7 support option exists and
lead to better service. If a request goes
beyond the current understanding of a
chatbot, a human employee can step in.
Apart from that, artificial intelligence and
chatbots also help to better understand
customers and potential problems.
Knowing which questions occur
frequently along the customer journey is
an important step in improving overall
customer experience.
Additionally, automated actions can be
triggered through user activities, e.g. a
chatbot can give recommendations to
customers based on items they have put
into their cart.

We could think of the following
scenario: Just before starting his
journey to London a customer is
contacted by the chatbot of his
favorite online shop or a voice
assistant and told that the weather is
going to be rainy and his customer
data shows that he might not have a
fitting raincoat for the trip.
THE FUTURE OF
CONVERSATIONAL
E-COMMERCE WITH
CHATBOTS

The aforementioned example is
pointing out how deeply embedded
conversational and AI services could
be into our everyday lives.
This future is starting today and that’s
why it is so important for businesses to
meet their customers in their usual
surroundings.
THE FUTURE OF
CONVERSATIONAL
E-COMMERCE WITH
CHATBOTS

At Onlim we help you automate your
communication for outstanding and
innovative customer service.
You can learn more about our LIVE
CHAT, CHATBOT & VOICE ASSISTANT
solutions at www.onlim.com

AUTOMATING CUSTOMER
COMMUNICATION VIA
CHATBOTS AND VOICE ASSISTANTS
P.S. Have you checked out our
ULTIMATE GUIDE TO CHATBOTS yet?
You can access it at
https://onlim.com/en/chatbot-ebook/

Conversational E-Commerce With Chatbots

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Conversational E-Commerce With Chatbots