A lot of the bots out there today basically provide the exact same experience to everyone. Everyone runs through the same flow, with very little room for changes. In reality, of course, no 2 people are alike, and that means no 2 conversations should be alike. There are a few ways to make a conversation really personal:
- Level 1 – Having Integrations: Use data you have on the customer e.g. did a customer just buy a bike, but it wasn’t yet delivered? They probably have a question about their order. So if you have this information use it. All you have to do is get the right integrations & connections with your CRM, ERP, software to use your customer data to make the conversation relevant for the customer from the first message you send to him. He will be more than pleased if he or she starts a chat and you as a business sent a first message which says “Hey, I saw you just ordered a bike, how can I help you?”. This is where conversational messaging is headed.
- Level 2 – Segmentation: Changing the answers based on a customer segment, which means: For example, someone who’s 18 is used to different language from someone who’s 70. If you want to get information across, it’s important to talk to a customer in the way that they understand it best.
- Level 3 – 100% Individualization: Not just focus on the segment but also the individual user. So every individual user gets totally individual answers. There are already first steps in this direction. We’re already analyzing the sentiment of users to give a specific response, but getting this really right will take a few more years.
5 ways an ecommerce chatbot can improve your website
Ecommerce chatbots improve website functionality and user experience. How they do that depends on how they’re deployed and used.
“Chatbots are becoming an integral part of the ecommerce experience. They’re making it easier for customers to order from their favorite brands. And they’re helping large retailers save time and money,” explained Chris Rother. He’s the CEO and founder of Highline Wellness.
They feel outdated in the metaverse
Forward-thinking brands are already preparing for what the metaverse could mean for their business, as well as who will represent them in these unique virtual spaces.
And let’s face it. Why use a simple chatbot in the metaverse when you could be using a digital twin of a celebrity brand ambassador or a brand mascot? The possibilities are endless with intricately designed virtual characters that fully embody your values and vision.
Stat: 23% of consumers still prefer to have a face-to-face interaction when the complexity of the issue increases, such as with payment disputes or complaints. (Source)
Pre-sale support is yet another situation that is well-suited for human agent assistance. There is a lot at stake with pre-sale service inquiries, and they often require a personal touch to close the deal.
When in doubt, assign human agents to potential buyers’ queries, as humans can deliver a low-effort experience when needed the most: When a customer is on the verge of converting. Assigning a chatbot during this pinnacle stage in the customer journey could lead to your brand leaving money on the table!
The vast majority (2%) of consumers have neutral or positive experiences with chatbots
As this statistic shows, consumers in 2021 are much more receptive towards chatbot interactions. Only a small fraction (12.8%) report negative experiences with them. (Source: Drift)
Health care and banking are two industries that have long been thought to be well-positioned to benefit from chatbot technology, due to the large volumes of human interactions they have. (Source: CNBC)