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The use of chatbots to make online buying more personable

Consumers' expectations of customer service are growing in our always-connected society. Not only do they want round-the-clock assistance, but they also expect it to be available on the platform of their choosing, be it social media, email, or chat.

In this chapter, we'll discuss how you can use chatbots to personalize your e-commerce site and boost sales.


chatbots techcrunch

Source: Heek


Why should more e-commerce businesses use chatbots to communicate with their customers?

It's no surprise that chatbots have become the favored method of providing customer care on the front lines. A variety of platforms can be used to integrate them, and they're always on. Business Insider estimates that by 2025, chatbots will save companies up to $11 billion in support expenditures.

When companies consider deploying chatbots, they should be aiming to improve consumer experiences in specific situations. When selecting whether or not to use chatbots, business owners must make several critical assumptions:

  • Using a chatbot will be acceptable to my current and potential consumers in exchange for faster service.
  • For as long as my consumers are reassured that they can still speak with a member of my team, they are willing to engage with chatbots.
  • What I want to automate with chatbots is clear to me, and I think they can help me serve consumers better in certain scenarios.
  • The chatbots on my team are fine with a consumer being dissatisfied if they periodically fail to meet expectations.


By examining these assumptions, it becomes evident that the business owner, not the chatbot, is bringing humanity to the interaction.

In order for chatbots to have a positive impact on the customer experience, business owners must have a strong belief in the accuracy of a chatbot's responses or the speed with which it can provide a simple solution.

Many companies make the blunder of wanting their chatbot to appear human-like. A human experience, rather than a human illusion, is what you want to give your clients when they connect with your virtual assistants.

Chatbots are not meant to imitate human beings in any way. Any company that utilizes chatbots in this manner is, in reality, incorrect. The human-driven and human-derived intent are what give chatbots their "humanizing" quality.

A chatbot's five best usage scenarios

Consider how a chatbot can assist you in achieving your business objectives if you want to make your chatbot appear human. The following are a few situations in which a chatbot might be a useful tool for eCommerce brands.



Recommend instructional resources to customers

If you have a lot of FAQ articles laying around, you can utilize them to build a chatbot. Use a chatbot that can answer questions on the fly and provide relevant information to customers who inquire about it to save time and money.

Make it easier for customers to find what they're looking for

It is possible that a concierge-like bot will alert a human when it runs out of possible solutions for a customer's problem using intelligent data.

Update customers on the progress of their orders

There are a lot of customer support questions about order statuses, and this can take up valuable time that should be spent on more important issues. When a customer asks, "Where's my order?" a chatbot may simply detect the question and respond with a helpful, yet fast, response. Customer service representatives are available to assist customers who require additional information.

Before a human enters the picture, gather relevant data

In circumstances where the client requires assistance from a human, chatbots can still streamline the experience by capturing relevant information that can be used to improve the customer's experience when an agent becomes available.

How to make a chatbot more human

Chatbots can be programmed such that they appear to be human, but this doesn't imply they have to sound like robots, either.

To guarantee that your chatbot's first interaction with a consumer is polite, approachable, and useful, there are a few things you can do. Here are a few ideas to get you started:


Source: Mailchimp

Start with a hello

Just like in real life, it's polite to start a conversation with a good morning. The first thing you should do when a customer starts a conversation with you should be to say hello.

This is how you can give your bot some personality

You can make the chatbot experience more fun for your customers by giving it a little personality. This is easier to do if you think of your chatbot as a person. In the beginning, it might seem silly to think about giving your bot some personality. It will make it easier to write exchanges that don't sound colder, though!

Tap into the voice of your brand

So that the customer doesn't have a bad experience, it's important for your chatbot to match your overall brand voice. When you talk to customers on other platforms, think about how you do this and look for ways to make your bot sound like this voice. This will make your bot a part of your brand, not just an AI tool.

Then, pick a name

A name that fits your chatbot's personality and your brand is an easy way to make it more friendly.

When you talk to customers, give them conversational options to choose from

Customers usually choose from a set of options when they interact with a chatbot. Instead of making simple "yes" and "no" statements, think about giving more conversational answers. This makes it easier to write copy for the bot that "responds" to these exchanges in more natural ways. This makes it easier to make the bot seem like it's having a real conversation.

Avoid being formal

You might have a lot of rules about grammar and style on your site, but a chatbot can get bogged down by formality very quickly. Don't let the rules stop you from having a conversation with your customers.

If you use emojis, don't be afraid to use them!

Emojis and gifs have become a common way to communicate in a short amount of time because more people are using short messages to get in touch. You can also use an emoji to quickly add personality to your text without having to write too many words.

How do I use a bot to get more people to buy?

In a recent survey by Audience, MyClever, and Drift, thousands of people were asked to rate their online experience with businesses and describe their problems. This is what they came up with:

  • The site is hard to get around (34%)
  • Has a hard time getting the answers to simple questions (31%)
  • The most important information about a business is hard to find (28%)
  • takes too long for you to find the right service (27%)



Source: Peloton

Several things bother these people. They can make people leave the site and not buy anything at all. Another thing that a chatbot can help with is the People who shop there will have a better time if you help them find what they want and answer their questions. There is a good chance they'll stay and buy something.

Another way to boost sales is to use a chatbot to keep people from abandoning their carts. Before customers leave the site, chatbots can remind them that they have things in their cart and ask them if they need help with them. You can also use chatbots to send upsells and information about sales.

There are a lot of ways that chatbots can help your business directly, but there are also ways that they can help your business in other ways. You won't have to spend a lot of time and money on the first level of customer service, so you can use that money and time to come up with new ways to grow your business.


When people think of chatbots, they should not think of them as "robots who talk to my customers." The truth is that true artificial intelligence hasn't been made yet. Most of what happens to you when you interact with a "bot" are based on what you tell it. Merchants, on the other hand, have complete control over a bot's conversational patterns and can use automation technology to make the experience more human.

Brands shouldn't be afraid of bots. Instead, they should embrace them for their many benefits and use them to make customer experiences that work for them.


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