June 08, 2021
By Mackenzie Scott, Content Marketing Copywriter @Soundstripe
June 01, 2021
Even the most highly skilled customer service team struggles to keep up with the constant influx of customer queries — let alone give each customer the equal and undivided attention they deserve.
Slow response times, rushed conversations, and limited channels of communication can leave prospective customers feeling more frustrated than invested in your products and services.
A negative customer experience like this could be the difference between earning a new customer or not.
This is where e-commerce chatbots come in.
Chatbots eliminate wait time and are accessible to prospective customers at all times.
With initial and ongoing training, chatbots can direct prospective customers down a conversion path and answer any questions they may have along the way.
In this post, we’re sharing four tips for marketers in the e-commerce space who want to better serve their customers by investing in and training e-commerce chatbots.
Well-trained chatbots tend to have very high response rates, ranging between 80-90%.
And when these chatbots use natural language processors (NLPs), they’re even more equipped to initiate and carry out intuitive conversations with customers.
That’s because NLPs use machine learning to better understand and respond to your customers’ questions. Not to mention, as this type of chatbot continues to interact with customers, it will automatically chart out new conversation paths based on past experiences.
As a result, your e-commerce chatbot will communicate more effectively with customers and generate relevant information immediately.
But the question remains, How do you train e-commerce chatbots to better serve your customers in these ways and more?
Before you can train an e-commerce chatbot to converse effectively with your customers, you have to understand this target audience first.
What are their likes and dislikes when it comes to your products? What motivates them to make a purchase?
What stops them from making a purchase — and how can you train your chatbot to correct this?
Through Voice-of-Customer (VoC) research, you gather qualitative and quantitative data that shows you exactly how prospective, current, and past customers feel about your business.
By unearthing their pain points, you have the information you need to implement changes and put your customers’ minds at ease. Not only does this improve overall customer experience, it helps you earn their trust — which is critical for driving conversions.
Equipped with this type of data, you can ensure that your chatbot will be prepared to answer any questions your consumer base may have.
Before you begin training your e-commerce chatbot, take time to do some market research on your competitors to find out if and how they use chatbots.
There are a few reasons for this, but the main one is audience overlap.
The prospects that you’re targeting and converting into customers are likely the same ones that your direct competitors are targeting. By interacting with their e-commerce chatbots, you can gage the quality of their chatbot communication.
What questions are the chatbots asking? Do they use buttons or other interactive components to make the experience more engaging and straightforward for customers?
Make note of what your competitors are doing right, but more importantly, take notice of what you can do better.
While VoC data reveals a lot about the average customer journey, so do your fellow customer service representatives.
It’s extremely important to consult your customer service team when you’re training your e-commerce chatbot. And that’s because they handle all of the day-to-day questions and concerns from your customers.
By working alongside this department, you can make sure that you’re including the right questions and responses in your chatbot’s script. You’ll also know which questions are most common and which aren’t.
The more intuitive and informed the chatbot is about common queries, the less clarifying your customer service team will have to do after a customer interacts with the chatbot.
To help get you started, we’re including a couple query topics that your customers could bring up in a chatbot exchange:
If you notice a broken or misdirected link on your website, you want to fix the issue immediately. The same goes for e-commerce chatbots.
Training a chatbot isn’t a one-and-done process. To reap the long-term benefits of chatbot communication, you have to regularly retrain your chatbot to be more intuitive.
Immediately after you launch your chatbot, you might find flaws in its performance — regardless of how much time and care you put into covering all of your bases.
Take time to regularly analyze the chatbot’s conversation skills and make modifications when necessary.
By retraining your e-commerce chatbot on a regular basis, you can ensure that it remains relevant and useful to your customers.