By 2022, e-commerce will have grown by 5%, accounting for 17.5 percent of total global retail sales. Technology has been perhaps the single most powerful driving force behind the industry’s growth thus far. Advances in technology are paving the way for the future of e-commerce, from rapid improvements in smartphones to new software that creates immersive and frictionless customer experiences – Shamayun Miah.
Technology is frequently viewed as impersonal, as something that provides a consistent experience to every user, regardless of who they are.
However, many advances in e-commerce technology are aimed at doing the exact opposite: providing personalized, one-on-one interactions between brands and individual shoppers on a large scale. In the world of sales and marketing, one size no longer fits all, and technology now allows retailers to adjust their strategies accordingly.
Chatbots are an excellent example of this type of technology. Bots are simply pieces of software that can converse with your prospects and customers in real-time, directly on their devices.
Chatbots can improve customer service
Retail bots are available to assist users 24 hours a day, seven days a week, and they will always represent your brand well by providing friendly, helpful service. Chatting with a bot is simple, enjoyable, and does not require any waiting time, unlike most traditional support channels. Depending on how you design your bot, it can answer questions, recommend products, and provide support at any time of day or night.
Chatbots can help boost sales
A great service provided by a bot can turn users into repeat customers. A chatbot can not only answer questions engagingly but it can also be configured to provide a fully personalized shopping experience.
Indeed, chatbots for retail businesses are ideal for providing personalized product recommendations. You can program one to ask a few questions about the user’s needs or preferences, then display a list of specific products that they might be interested in – Shamayun Miah. Customers can then navigate to your store and make a purchase.
You can also use a bot to re-engage shoppers who added items to their cart but did not complete their purchase. A chatbot’s abandoned-cart reminders are useful and entertaining.