Conversations can be the sole factor in initiating impressive engagement and conversion rate on a commerce website.
Since the last decade, chatbots platforms have created a big impact on global businesses, as they have primarily leveraged bot technology to enhance their work operations while reducing the operation cost. And, in 2019, bots have grown much smarter than before. The latest advancements in the field of bot development are the inclusion of the Natural Language Processing and Machine Learning. These next-gen techs can enable a business to delight the website visitors by personalizing the conversations, market the relevant products according to the user input, and turn visitors into prospects and customers.
Conversations can serve various purposes, but primarily they keep people engage and involved in the process of exchanging the information. Today, a large part of conversations is taking place via text messages, in fact, people worldwide exchange billions of texts via messaging apps.
A conversational chatbot can take advantage of the text messages to connect with the landing website visitors by simply saying “Hi, there. How can I help you?”. This single message can enable the users to engage with the bot and ask their queries, and as well get answers in real-time.
By assisting the users, a bot can promote the prospects to submit their requirements along with personal details. Hence, by simply deploying a chatbot on the website, a business can enhance the engagement rate, and enable real-time transactions at any hour of the day.
However, there are a lot of factors that influence the visitors, such as user interface, choice of words, placement of CTAs’, and character/personality of the chatbot. By perfecting all these aspects, a business can establish a quick connection with the website visitors and sell faster.
E-commerce businesses who are making use of chatbots for the first time need to understand the basics of chatbots, and how to take advantage of this platform to execute the end-user goals. But, before this, comes the task of composing bot-conversation as per the domain of business. So, let’s get ahead and understand how to perfect a chatbot from conversational aspect:
LEGO is the soul of Frontman, it allows the businesses to tailor the conversation in the easiest way possible, without any coding.
What do you think of chatbots as a computer program? Nope, you don’t require any coding skills to build and deploy an e-commerce chatbot like Frontman. This bot allows users to play LEGO while building conversations. Means, you need to just drag and drop the cards from the right section of the Story Builder and create, assign blocks to route the conversation as per user input.
P.S: By assigning two different blocks into the A/B testing card, you can play and analyze two different bot conversations.
Lay the bot conversation foundation and build a connection with the visitors as they land.
The basics of the chatbot conversation can be established on two factors, whether you want to answer the FAQ’s or assist website visitors with a digital shopping assistant. Though a bot can do both tasks, it’s necessary to first begin with one of the above-mentioned ones.
For instance, if you want to present the bot as the face of a virtual shopping assistant, then you should begin the conversation with “Hello shopper, I’m your personal assistant. I can help you pick the best collection!”
This message, right from the beginning of the conversation clears the purpose of the chatbot. And, makes it easier for the users to pursue the same goals as stated by the bot. Also, by stating the intention of the e-commerce chatbot, you can avoid getting irrelevant queries of the website visitors.
Make it easy for the visitors to get the answer to their queries in the easiest way possible.
Bots that aren’t trained well with the queries get stuck in between the conversation. This can degrade the user experience and as well as affect the sales cycle. Hence, it’s important to visually understand what a user can say at each conversational turn. By covering every aspect of the conversation, you can assist users with a satisfactory solution to their problem.
Frontman allows you to smartly plan and build the conversation. By using the Phraser card and Instinct AI function, you can set the possible user input as keywords, and reply via text or route the conversation to a particular block. So, when a visitor will enter the text that matches the pre-defined one, then Frontman will begin the chat as per the assigned text or block.
Conversations that revolve around the interest of the buyers are more likely to tempt them. A chatbot personality can make it easier for the visitors to connect.
Personalization in the world of bot conversation is just like magic. We have seen that chatbots that converse conventionally get lower engagement rate as compare to the ones that offer visitors a personalized environment tailored as per their input.
Hence it’s necessary to build bot conversations smartly. You can do this by saving user inputs, that can be used to route the conversation as per the interest of the buyer.
Moreover, to make the character of the e-commerce chatbot more engaging, you can insert Gifs, Images, Carousels and build a funny yet smart conversation. Also, apart from this, the bot should be platform-optimized and accessible to different devices like Desktop, Mobile, and Tablet.
By personalizing the E-commerce chatbot, you can make conversations engaging, lead a personality to the bot that resonated with your brand, and enhance the user experience
Apart from personalization, to keep visitors engaged with the E-commerce chatbot, you should build rewarding conversation.
First things first, user experience solely depends on understanding the requirements of the users in just a few words. Therefore, it’s necessary to collect the input from the website visitors step by step. Plus, when they submit the asked details or perform a particular task, then you can reward them with GIFs/images, or send them a simple thank you message.
The visual graphics can help you get the most out of the bot conversation, but you should avoid using irrelevant and fast-moving GIFs.
AI chatbots are the new black in this E-commerce industry, and that’s why not many users are used to buy products from them.
Most website visitors are not related to the concept of E-commerce chatbot. So, it can be difficult for them to buy products via AI chatbot. Hence, to make the e-commerce bot reliable, it’s necessary to tailor the chatbot conversation humanely.
You can do this by writing a bot script beforehand, and by pointing out the common words that human agents use while assisting the customers. Therefore, you should plan and relate each conversation with human-like talks. Plus, add a little humour to make it easy for people to connect with the E-commerce chatbot.
Most of the E-commerce users now rely on mobile devices, hence it’s important to deploy a chatbot that can be optimized as per user device.
In 2018, more than 58% of site visitors were mobile users. These numbers are expected to increase by up to 70% by 2021. Hence, it’s necessary for you to make use of device optimized and future proof chatbot platform. So, you can connect with the next-gen buyers as they land on your e-commerce website.
A chatbot’s user experience mainly relies on the conversations. Therefore, it’s necessary to understand the goals of your E-commerce business and tailor the bot conversation as per it. Along with building the chatbot as per the domain, you should also build the engaging personality of the chatbot.
Makerobos’ AI chatbot “Frontman” allows you to customize the E-commerce bot (home menu, chat window, and to the conversation) as per the domain and subdomain of your business. By shaping it as per your business, you can engage with the visitors in a unique way and make a lasting impression.