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E-commerce is a booming, constantly-transforming industry. Mobile shopping is steadily but surely gaining pace in terms of global online sales. In alignment, the leaders of digital retail are continuously innovating their service offerings with the freshest groundbreaking tech — and chatbots are the latest “must-have.” Chatbots are a relatively new type of software that talk to and/or converse with customers (existing and potential) through messaging applications. They can be used to direct and support online shoppers on their purchase decisions, answer queries, and prompt to buy — even upsell and cross sell! This has become known as “conversational commerce.” Chatbots bring several major advantages to any business — including huge cost savings where resources are concerned… Here are the three biggest reasons why your e-commerce brand needs to start investing in chatbot technology ASAP…and the tools required to build them.

  • SA

    Swadhin Agrawal

    almost 2 years ago #

    Hi Erik,
    Great share.
    Chatbots are booming these days, most of which aren't full-fledged, though. But as the reports in the article suggests they soon will be more powerful, more intuitive and even more helpful that they are now.
    I can clearly see a lot of businesses cutting their expenditure on human resources and expensive software in favor of chat bots.

    Thanks for the great resource on why and how to build chat bots. :)

    -Swadhin

    • SH

      Sam Hurley

      almost 2 years ago #

      Hey Swadhin,

      You got it ... The brands will just need to ensure they are doing so for the right reasons, though! NOT just for cost reduction (at the customers' expense).

      Glad you enjoyed the piece, man!

      Let's watch this space :-D
      Sam

    • EE

      Erik Emanuelli

      almost 2 years ago #

      Hi Swadhin,
      are you going to try some of the resources mentioned?
      It could be interesting to hear your thoughts on those!

  • DG

    Dana Gore

    almost 2 years ago #

    It certainly sounds like an interesting tool and you did a great job at highlighting the benefits and the way chatbots work.

    I think there are huge advantages to using technology to enhance customer experience and maximize communication and resources. I only hope, however, that there remains a healthy balance with people regarding jobs and genuine human interaction.

    Thanks for putting this together. :)

  • BP

    Brenda Pace

    almost 2 years ago #

    Hey Erik!

    Great article @sam_hurley!

    I think AI Chatbots can be HUGE in the business realm, especially if you're a non-phone talker like myself! Having an AI Chatbot that can handle all your needs, for me, is a Win-Win situation! I'm not surprised that this concept would help boost sales and/or a companies reputation.

    I look forward to watching how this concept grows in the future and which companies are taking it head on!

    Thanks for sharing, Erik! Happy Monday!

    B

    • EE

      Erik Emanuelli

      almost 2 years ago #

      I like chats, texts and emails way more than talking about phones. And I think you can solve your issues even faster those ways.

    • SH

      Sam Hurley

      almost 2 years ago #

      Hey Brenda!!

      Thanks for commenting here ... Erik's the best :-D

      HUGE indeed. The next 5 years are going to be a crazy ride! Uptake will increase fast as more small brands discover the possibilites of cost savings + equal (or even better) #CX.

      As a bonus: It sure is VERY easy to create a bot — using some of these tools!

      Thanks so much for your time!
      Sam :-D

  • SH

    Sam Hurley

    almost 2 years ago #

    Heyyyy Erik!!! A big robotic CHEERS for spreading the love here among the GH community!!!

    Thanks so much <3 I appreciate it! Glad you approve / enjoyed this one :-D

    Lots of juicy takeaways for your future #ecomm project!?

    Speak to you soon,
    Sam :o)

    [ @erikemanuelli ]

    • EE

      Erik Emanuelli

      almost 2 years ago #

      Hey Sam,
      thanks for the post! My pleasure to share it!
      Engagement, user experience, faciliate the purchase, entertain the customers. These are all takeways. Plus, thanks to your article, I discovered many useful resources for future testing. Bookmarked!

      • SH

        Sam Hurley

        almost 2 years ago #

        Cheers, man! :-D

        I particularly enjoyed researching all the tools at the end ... That was mega fun! Just seeing what's out there is eye-opening, to say the least!

        Enough to keep any bot enthusiast busy for a long while :-D

  • MS

    Mark Silver

    almost 2 years ago #

    Fantastic read! Thanks for sharing, Erik :)

  • RC

    Ravi Chahar

    almost 2 years ago #

    Hi Erik,

    It's all about AI and nothing can stop it. Sometimes I really like to test these chatbots. It keeps the people engaged with the website.
    And on an e-commerce website, it's a great idea to add one.
    Thanks for sharing with us.
    ~Ravi

    • EE

      Erik Emanuelli

      almost 2 years ago #

      It should be interesting to test some of the resources mentioned in the post on blog readers and check the results.

    • SH

      Sam Hurley

      almost 2 years ago #

      Haha! I just said the same thing elsewhere, Ravi! How strange :-D

      I am yet to test some bots to their maximum limits ;-D Should be fun!

      Glad you enjoyed this one!
      Sam :o)

  • RB

    Ryan Biddulph

    almost 2 years ago #

    Hi Sam and Erik,

    The cost savings scream at me. Chief benefit here.

    Because if you think of the amount of capital it would take to do a bot's job, chat-wise, the number becomes monumental over months, then years, then decades.

    I am finding these little bots are getting smarter too. Intuitive. I mean, you still know it is a chat bot, but bots are more intelligent than ever.

    Thanks for the rocking share.

    Ryan

    • EE

      Erik Emanuelli

      almost 2 years ago #

      You're right, Ryan.
      And think about 10 years from now, what those chatbots could be able to do. I wonder when they will reach a similar ability to conversate as humans.

    • SH

      Sam Hurley

      almost 2 years ago #

      Hey Ryan! :-D

      It's pretty amazing how much resource can be saved, isn't it (while increasing sales at the same time)!

      For now, we're still in the early phase but over the next few years, I believe uptake will progress rapidly (particularly as smaller businesses catch on to the idea).

      Exciting era!

      Speak soon & thanks again,
      Sam :o)

  • CR

    Cori Ramos

    almost 2 years ago #

    Hi Sam,

    Another great post!

    I can imagine people having more conversations with chatbots than with their spouse.

    My parents weren't conversating with chatbots but they would be sitting on their bed and each of them would have their tablet playing games - without saying a word to each other, lol.

    The fact that chatbots can reach out to a customer before the customer makes the first move is a real game changer for sure. It's no wonder chatbots will power 85% of all interactions by 2020. I'm sure all ecommerce businesses will build their own chatbot.

    Thanks for putting this together!

    Cori

    • SH

      Sam Hurley

      almost 2 years ago #

      Cheers, Cori!

      Haha! Such an apt example!!! xD

      The power (for ecommerce especially) is vast. Being proactive in this way already sets brands apart. It's all about recall and being first in mind...

      AND: The trust this psychological interaction builds, also paves the way to loyalty!

      The best part? Chatbots are *relatively* simple and affordable to implement, using some of the tools available!

      Thanks again, Cory :-)))
      Sam

  • LS

    Lisa Sicard

    almost 2 years ago #

    Hi @erikemanuelli and @sam___hurley - I think these can be a win win if they provide information fast to customers saving them time and saving companies money.
    As long as they can produce more orders for more jobs via people somewhere in the company :) If robots took over the world with tasks where would we humans end up? It could be a sci-fi.
    It is exciting and a little scary to see how far all this technology is going today and where it will end. Thanks for sharing Erik and Sam for opening our eyes a little more to it!

  • JM

    James McAllister

    almost 2 years ago #

    Thanks Erik for sharing and Sam for the mention!

    I geek out massively over AI and as chatbots are something even smaller businesses can reap the advantages of I've been paying a lot of attention to, and have experimented with my own as well. Not quite ready to be deployed in our store, but still very neat nonetheless.

    Nice to see so many tools mentioned alongside the benefits, many of which I know people can get started with right away, at the very least to play around and see the potential first-hand.

    One thing I've learned through creating my own that I'm glad you mentioned is having people from the public test it - it seems like most of these - at least the ones I've tried get "smarter" by getting fed input and corrected when it returns the wrong thing. This can be quick and easy if you're using the chatbot yourself, but it didn't take long for me to remember that other people speak completely different than I do, use different phrases and terms etc. So while the bots would work great for me, it couldn't understand other people asking it the same questions in a different way.

    Anyway, good article and I'll be sharing this one on my Facebook page later this week.

    • SH

      Sam Hurley

      almost 2 years ago #

      You got it, James!! :o)

      Thank YOU for the heads up in the first place ... Perfect timing!!

      Great to hear you are already experimenting with this tech ... Have you enjoyed doing so? I imagine the concept to be quite fun (and challenging, at times)!

      You brought up a valid point about testing — I bet there have been a lot of small biz owners just releasing bots into the wild without adequate preparation! It's the little things like matter ... Sometimes, the excitement of a project can overtake the logic!

      The more random people who can test, the better. Testing is *never* complete!

      Thanks in advance for the FB share, man :-D

      Speak to you soon,
      Sam :o)

  • SL

    Shaun Ling

    almost 2 years ago #

    interesting

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