E-commerce chatbots are assistants that mimic the salespeople you might have in a physical shop. They are used to manage customer requests, improve the user experience, increase conversion rates, recommend personalised products or even collect feedback, thereby filling in certain gaps in traditional e-commerce. Today, the question is no longer whether e-tailers should adopt this technology, but rather how best to exploit it to positively transform customer interaction and boost their conversion rate.

Why use a chatbot for your e-business?

A chatbot offers constant availability, 24 hours a day, 7 days a week. Your customers will never have to wait for opening hours to get answers to their questions.

Another strong point is their ability to handle a high volume of requests without compromising service quality.
They can respond to hundreds of customers simultaneously, something that would be impossible for a traditional customer service team without significant additional cost.chatbots are extraordinary at personalising interactions with customers.

Thanks to artificial intelligence, they can analyse users' buying behaviour and preferences to recommend products that truly match their needs. This personalised approach can not only increase sales, but also strengthen customer loyalty.

By automating repetitive tasks and routine requests, your staff can focus on more complex issues and offer a more rewarding service where human interaction is irreplaceable. You'll be able to collect and analyse data on customer interactions, providing insights for your marketing strategies and improving your product offering. In short, the only weakness of chatbots is that they don't make coffee.

A chatbot offers constant availability, 24 hours a day, 7 days a week. Your customers will never have to wait for opening hours to get answers to their questions. This responsiveness improves the user experience and helps to reduce basket abandonment rates. Another strong point is their ability to handle a high volume of requests without compromising service quality. They can respond to hundreds of customers simultaneously, something that would be impossible for a traditional customer service team without significant additional cost. Chatbots are extraordinary at personalising interactions with customers. Thanks to artificial intelligence, they can analyse users' buying behaviour and preferences to recommend products that truly match their needs. This personalised approach can not only increase sales, but also strengthen customer loyalty. By automating repetitive tasks and routine requests, your staff can focus on more complex problems and offer a more rewarding service where human interaction is irreplaceable.

You'll be able to collect and analyse data on customer interactions, providing insights for your marketing strategies and improving your product offering.

In short, the only weakness of chatbots is that they don't make coffee.in short, the only weakness of chatbots is that they don't make coffee.

How do you choose your e-commerce chatbot?

There are several points to consider when choosing and implementing a good chatbot in your e-commerce business.
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1. Natural Language Processing (NLP)
‍The ability to understand human language as it is naturally spoken or written is mandatory for a good chatbot. This technology allows users to communicate with the bot as they would with a human, without having to use specific commands or coded language. This makes the interaction fluid and intuitive, enhancing the user experience.

2. Integration with CRM and ERP systemsFor a chatbot to be truly effective, it needs to be able to connect to your existing systems, such as CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning).This integration allows it to access critical customer information and manage data in real time, facilitating more accurate and personalised responses, essential to maintaining quality customer service.
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3. Machine learning capabilities
‍A chatbot that learns from every interaction offers invaluable added value. Thanks to machine learning, the bot adapts and personalises itself, basing its responses not only on the data collected but also on users' individual behaviours and preferences. This level of personalisation is the one that most increases customer engagement and conversions by creating personalised user experiences.

Qstomy: the tool to integrate into an e-commerce system

Upgrade your e-commerce with Qstomy a specialised e-commerce chatbot. To be precise, it's specially designed to improve conversion rates by analysing e-commerce products and proposing the best solutions to your visitors. It meets all the expectations that an e-commerce chatbot should have for a price starting at 29EUR/month: real-time assistance cross-selling user feedback shipping information product search recommend products answer customer questions up-selling 92% of users are interested in using an e-commerce chatbot according to research by Derwin Suhartono. Which makes it all the more interesting to integrate a chatbot like Qstomy into your website. Thanks to its AI, it automatically creates a chatbot designed to improve the conversion rate by retrieving products sold on your website. It's a real intelligent ‘plug & play’.

How can you integrate chatbots into your e-commerce strategy?

1. Define an objective

Before launching a chatbot, clearly define the problems it is supposed to solve. Do you want it to help increase sales, improve customer service, or reduce the number of abandoned shopping trolleys? Well-defined objectives will help to measure the chatbot's effectiveness and optimise it on an ongoing basis.

2. Integrate with your ERP and CRM systems

Integrate the chatbot with your ERP and CRM systems so that it can access information such as order history, product preferences and contact data. This will enable the chatbot to provide a more informed and responsive service.

3. Offer promotions

Program your chatbot so that it can offer special deals, similar to an in-store salesperson, for example for promotions, before Christmas, black friday, a clearance sale, or similar. This allows you to add personalised incentives to the customer journey.

4. Be proactive

Configure your chatbot to initiate conversations based on user behaviour on the website. For example, if it detects that a user hesitates on a product page for some time, it can offer help or additional information to encourage a transaction.

5. Dealing with after-sales

Your chatbot can also act as a first point of contact for complaints and after-sales support. Engaging small questions or problems, the chatbot reduces the workload of your support team.

6. Collect feedback

Implement a feedback mechanism to collect user opinions on your chatbot. This is important information for the continuous improvement of your e-commerce.

7. Comply with regulations

Make sure that your chatbot complies with data security standards and complies with current regulations, such as the GDPR for European users.

What is an e-commerce chatbot?

An e-commerce chatbot is a computer program designed to simulate conversations with human users via text or voice messaging interfaces on online sales platforms. Equipped with artificial intelligence capabilities, including natural language processing (NLP), this type of chatbot helps to facilitate direct interaction between businesses and their customers without human intervention. The e-commerce chatbot uses advanced algorithms to understand and respond to customer queries in real time. This technology enables the chatbot to decipher and process natural language, allowing users to ask questions or express their requests in an intuitive and conversational way, just as they would with a human. The effectiveness of an e-commerce chatbot is based on its ability to learn continuously from the data collected during interactions. This enables it to constantly improve its responses and offer increasingly precise and personalised assistance. By integrating systems such as CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning), the chatbot can access a vast amount of relevant information, enriching its interaction with users.

FAQs on chatbots

‍1. How do chatbots benefit online travel agencies?

Chatbots in travel simplify research and booking by answering questions about availability, prices, and destination recommendations. They can also handle booking changes or cancellations, providing seamless customer service.

2. How are chatbots being used in the government sector?

In government, chatbots can help manage citizens' queries about public services, necessary documents, administrative procedures, and more. They improve the accessibility of information and reduce the burden on call centres.

‍3. What are the benefits of chatbots for financial services?

Chatbots in financial services offer 24/7 customer support, handle simple transactions such as transfers or balance enquiries, and provide personalised financial advice. They increase operational efficiency and customer satisfaction.

4. How can chatbots assist in technical support?

Technical support chatbots offer first-line assistance for common problems, guiding users through step-by-step solutions or escalating complex issues to human technicians. They can also serve as an interactive knowledge base.

5. How are chatbots relevant to the medical sector?

Chatbots can inform patients about symptoms, treatments, and medical procedures, and can also help schedule appointments or remind people to take medication. They play a key role in improving patient engagement.

‍6. How can chatbots serve the automotive sector?

Chatbots provide information about car models, help plan test drives, and assist with post-purchase customer service, such as maintenance reminders or software updates.