E-commerce chatbot: how to increase sales?

While chatbots are becoming more and more popular, all businesses are trying to figure out if using a conversational agent would be relevant on their website.

The question arises especially for e-traders, for whom the experience offered to the customer on the site is more than decisive.

When creating your online store, the question may arise as to whether or not to integrate a chatbot to help you with customer relationship management.

Chatbot: what exactly is it?

The term chatbot consists of two words: “chat” (online conversation) and “bot” (half of the word robot). It is a computer program that is able to communicate with people by simulating and processing a written or spoken conversation with a human partner.

A chatbot can be a basic program that is set up to answer simple questions. However, there are also much more sophisticated tools that are used as digital assistants. This type of program is scalable and allows for ever higher levels of customization through the information it collects and processes over time.

Chatbot is used everywhere on the web to provide assistance to internet users. For example, 3 billion people use conversational chatbots every month on Facebook Messenger.

An e-commerce chatbot helps customers make better decisions and get clear answers to their questions. When people are well informed, they feel confident and continue to order from your online store.

What are the different types of chatbots?


Currently, chatbots are used in almost all business sectors. It is an effective tool that is becoming indispensable in the digital world. Discover different types of chatbots that differ in their usefulness and features.

1. Basic models of chatbots

There are two basic categories of chatbots, each with a specific purpose and way of working.

Chatbot with text interaction

It works on the basis of commands, without the application of artificial intelligence. Questions are predefined and displayed according to sequential logic thanks to a pre-built menu of options. This is the most basic type of chatbot that works well if you want to answer simple questions without the intervention of an advisor.

A chatbot with text interaction allows you to provide brief information about the brand, answer questions about options or delivery times, inform customers about products or services, but also share a method of use, a recipe or even an instruction manual.

This is not an exhaustive list, as this category of chatbots can answer all the standard questions to eliminate customer service bottlenecks.

Chatbot with artificial intelligence

It is a tool with more advanced functionalities allowing to respond to more complex topics that generally require the intervention of a human advisor.

They have the ability to understand questions and give concrete answers. Also called cognitive bots, these chatbot models can learn from past interactions to improve and provide more accurate responses.

2. Chatbot models based on user needs

Some chatbots are configured to meet specific needs to allow a company to meet the needs of a clientele specific to a well-defined sector. These are the following chatbots:

Chatbot to interact with the customer for instant responses

This is an interesting tool that allows you to immediately answer the questions of your potential customers to gain their trust and help them find the products or services they are looking for.

Internet users no longer have to wait for answers to their questions. Using this type of chatbot allows you to improve service, increase sales and build customer loyalty. This is chatbot for e-commerce effective, which guarantees the satisfaction of visitors.

Customer support chatbot

Ideal for the world of fashion, cosmetics, travel and online sales chatbot for e-commerce Effectively answers customer questions.

When a customer finds the product they are looking for and the items they might be interested in, the chances of them buying increase.

So this tool will increase the sales of your online store. Thanks to artificial intelligence, the chatbot can present a personalized answer to each customer. The robot’s database is enriched with questions.

A conversational chatbot for your marketing operations

You can use a conversational chatbot for your marketing campaign: sending and responding to emails from your potential customers.

The ads that you send automatically with this type of tool will help you attract internet users to want to check out your website. You can use other channels like social media to reach your target consumers.

Effective in increasing your online sales, this type of eCommerce chatbot will help you reach your sales goals faster.

3. Chatbots on social networks

The development of information and communication technologies (ICT) increases the importance of companies’ interactions with their customers on social networks. Using the right chatbot will allow you to respond faster to your subscribers’ questions on Messenger, Instagram, Whatsapp, etc.

This tool helps the customer when they encounter a problem with the product or when they need information. The speed of response is always appreciated.

4. Internal chatbots

These are bots that are supposed to respond to your employees in your company. These tools will also help you improve your company’s image with potential candidates when there are vacancies or for new hires who need to get used to the work environment.

What added value does the chatbot bring to the site? e-shop?

chatbot for e-commerce

The use of e-commerce chatbots has many advantages: it supports interactions with customers, allows you to automate certain tasks and facilitate reminders. It also helps you to strengthen your marketing actions, but also to improve and automate customer service.

When people ask questions online, answers are faster with an eCommerce chatbot. Regardless of the day and time, they will receive a brief answer and can make a faster decision to purchase the products they are interested in.

Sales are therefore strengthened and even payment systems can be directly integrated with chatbots.

beUsing an e-commerce chatbot will help you increase customer engagement and respond to a large number of questions without worrying about stressing out your advisor. A chatbot can work 24 hours a day, allowing your employees to focus on other more important tasks.

Chatbot support throughout the customer journey

Many studies examine the potential of chatbots for merchant sites. Let’s try to understand how a chatbot can serve your e-commerce site at every stage of the customer journey.

Arrival at the location

When your prospect lands on one of your landing pages, a chatbot can be doubly useful:

  • He can send a welcome message to the visitor to introduce the conversation;
  • It can direct him to a specific page as per his requirement.

This can have a beneficial effect on your bounce rate: Internet users arriving at a new site sometimes feel a bit lost, which can make them leave immediately. By welcoming and guiding them, you limit this risk.

Read also : How much does it cost to create a chatbot?

Product research

As an e-tailer, you should be familiar with the concept of cart abandonment. If it is possible to re-launch customers who leave the site before paying, it is ideal to still defend against this to reduce this phenomenon.
And a chatbot can help you:

  • First, by submitting product proposals based on customer needs;
  • But also by promoting certain products or offering coupons to get conversions.

Looking for opinions and advice

Once a product catches your customer’s attention, they are likely to look for more information to support their choice.
Here is the chatbot in play again:

  • He can answer himself in a standardized way to simple questions that the visitor can ask;
  • He can redirect the customer to a competent person (account manager) in case of a more complex request.

Now the path to purchase is clear for your customer.

After purchase

Once the payment is confirmed, your work is not over: getting feedback from your customers is very important not only to improve, but also to display positive reviews of your products – online shoppers rely on it immensely.

A chatbot can accurately offer suggestions, comments or even complaints to buyers.

Read also : E-commerce: how to create a product list that converts?

The added value of a chatbot for e-commerce sites

While a conversational agent will never replace a real human relationship, a chatbot has certain advantages that can greatly improve your customer support.

First, the bot can interact with many visitors 24 hours a day. Available at any time, unlike humans, you will be able to help all visitors to your website, regardless of their number and regardless of the time zone of the country they come from.

Its second advantage is that it can ask qualifying questions to identify the most serious leads and generate leads.
Finally, it performs targeted tracking of prospects most likely to convert.

Read also : Inspiration: 10 chatbots with original uses

Chatbots have the future

In today’s environment, e-commerce has become highly competitive. Stand out from your competitors by implementing a chatbot.
There are many tools to create your chatbot, such as:

85% of interactions between customers and brands will involve the use of chatbots in 2022.

As an e-merchant, it is imperative that you improve yourself compared to your competitors, even to start thinking about tomorrow!

At this stage, studies show that more and more e-merchants are setting up e-commerce chatbots. In fact, as of today, 4 out of 5 companies would already be using a chatbot on their e-commerce sites!
What are you waiting for to set yours up?

Read also : How to humanize your site’s chatbot?

Our tip

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