Chatbots for retail and e-commerce 2

Do you know new possibilities and challenges of chatbots?

Retail sector and e-commerce look for new ways to improve the shopping experience and simplify the whole process. We see many chatbots from fashion and retail brands such as Tommy Hilfiger, Burberry, eBay and so on. Generally, 33,000 various bots have been launched in 2016. Chatbots may be implemented into a retailer’s website or into messaging apps such as Facebook Messenger, WhatsApp, Line, and Kik as a part of a client’s digital journey.

New level of shopping and service

For example, IBM Watson works on a chatbot called E.L.F that is aimed to help customers to plan their shopping experience according to their goals and time. This is useful feature especially in holidays when people have to buy many things and presents and have a limited amount of time.

Chatbots may serve as gift guides as well. They will make a detailed offer for what to purchase. For instance, Nordstrom’s bot pays attention to supporting the searching of gifts.

Nowadays, people who seek the immediate buy and delivery of the products may get it within 60 minutes with the possibility to make purchases and checkout using Paypal directly through the app. Very.co.uk applies chatbot to implement it to its iOS app. Clients may monitor orders and payments, get a reminder.

Chatbots may share product and brand updates. Sephora’s chatbot delivers beauty reviews, advices and shopping. After a brief assessment to understand more the customers, they get support and useful staff from the AI assistant. H&M’s Kik chatbot provides a personal stylist service and gather clients’ preferences and asked them to choose their style type.

What’s next

Experts predict that in the future a mix of storytelling, service and product exploration will be guided by chatbots. It will make possible to solve issues and refine customers’ engagement through AI, connecting to a human assistant rarely.

In the close future, chatbots will understand the emotional state of clients to better serve them. Nowadays, they cannot identify your mood and openness for jokes or further conversation. Soon, the conversational apps will be gaining by itself new points and provide more sympathetic and relevant response. Developers work on the tactile application as well.

Challenges

Chatbots can handle repetitive questions from the clients. For example, 90% of customer service calls for a retailer pay attention to “Where’s my order?” Sometimes, clients are unsatisfied with an agent that can answer only basic questions in most cases and want to continue the conversation with human staff.

It’s important to let clients know they are chatting to a bot. Companies have a term for how the frustration of misunderstanding translates when clients interact with e-commerce websites: “rage clicking,” when a customer clicks a button over and over again because they’re disappointed. If a retailer implements a chatbot as a human staff, and the clients will identify that it’s not, it can easily guide to a negative experience.

Retailers have a tendency to overrate these new technology possibilities. They use self-service opportunities because they believe clients hate connecting with employees. But the cause of it is that live service is struggling, through high turnover and lack of training. Actually, clients prefer high quality live customer service. Nikki Baird, a managing partner at Retail Systems Research, says that retailers have to be careful about how they include chatbots. Give clients options, and ensure that new technology adapts to customers’ queries.

Chatbots may serve as gift guides. They will make a detailed offer for what to purchase. For instance, Nordstrom’s bot pays attention to supporting the searching of gifts.

Nowadays, people who seek the immediate buy and delivery of the products may get it within 60 minutes with the possibility to make purchases and checkout using Paypal directly through the app. Very.co.uk applies chatbot to implement it to its iOS app. Clients may monitor orders and payments, get a reminder.

Experts predict that in the future a mix of storytelling, service and product exploration will be guided by chatbots. It will make possible to solve issues and refine customers’ engagement through AI, connecting to a human assistant rarely. In the close future, chatbots will understand the emotional state of clients to better serve them. Developers work on the tactile application as well.

Also, it’s important to let clients know they are chatting to a bot. Companies have a term for how the frustration of misunderstanding translates when clients interact with e-commerce websites: “rage clicking,” when a customer clicks a button over and over again because they’re disappointed. If a retailer implements a chatbot as a human staff, and the clients will identify that it’s not, it can easily guide to a negative experience.

©Itsquiz — Be competent!