The role of personalization is not only integral to the success of an eCommerce business but also irreplaceable. Customers today expect an online experience that is truly personal and fully customized to their needs and interests.
Imagine you run a brick and mortar store. When there’s a customer walking in and wondering where to find their favorite product, wouldn’t you love to assist them and walk them through your store? Now, have you ever wondered who plays this role of a personal assistant on your eCommerce store?
Though technology has always empowered businesses to explore new opportunities, it also has its own share of limitations. An eCommerce store without a virtual assistant is like a physical store that doesn’t have anybody for quick help. Doesn’t serve the purpose, right?
So, how do you fix this?
Don’t worry! Trends are changing. What once used to be almost impossible is now slowly becoming a new norm, with the help of chatbots.
What are chatbots?
When it comes to building human-powered online conversations with customers, achieving personalization is no mean feat. Chatbots are used to achieve eCommerce personalization with an exclusive approach that combines technology and human interaction.
Chatbots are intelligent solutions that are programmed with enticing choices of queries and answers that build and engage resourceful conversations with the shoppers.
In simple terms, chatbots are like your free customer service agents that do all the talking on your behalf, provided you feed the bots with intelligent logic.
What are the benefits of using chatbots on an eCommerce website
Chatbots play a pivotal role in delivering a personalized eCommerce shopping experience. When used appropriately, chatbots can help you to replace the traditional, business-centered websites with warm, friendly, and real-like shopping experiences. Here is a list of some of the most important advantages of using chatbots for eCommerce businesses:
#1 Provide 24/7 support
Chatbots help you provide uninterrupted and 24/7 customer service on your website. Shoppers today have different shopping preferences, especially when it comes to the time of shopping. They expect the businesses to be available all the time and days of the week, which is very expensive and labor-intensive to accomplish with customer service teams. Chatbots are undoubtedly a one-stop solution for attending customer queries round the clock.
#2 Maximize accuracy and efficiency
Customer service is always prone to human errors and delays. Achieving 100% customer satisfaction with guaranteed accuracy is humanly impossible. Chatbots help businesses to pull this off effortlessly and at ease. When used correctly, chatbots can help you achieve maximum accuracy. All it takes is to feed the bots with perfect inputs. When you program the chatbots with appropriate responses, accurate answers, empathetic and warm replies, and compelling conversations, it not only enhances accuracy but also impacts the conversion rate and customer satisfaction positively.
#3 Save time, money, and resources
With lightning speed replies, chatbots save a lot of time that you otherwise spend on these tickets and queries. As they can handle any number of customers, more than what an eCommerce salesperson can take, it saves money and resources that you can invest in areas that deserve human intelligence.
#4 Convert more, sell more
The advantages of chatbots are not limited to accuracy, efficiency, and cost-effectiveness. They also play a vital role in fulfilling the customer journey through effective sales enablement.
Here is how chatbots offer extensive eCommerce personalization solutions that help enhance conversion and ROI:
Enhanced customer journey: Personalized and human-like conversations powered by chatbots help you to build trust and extend the customer journey on your eCommerce store.
Easy product discovery: On-time and accurate responses (or redirection to appropriate links) enhance and ease the product discovery processes.
Reduced cart abandonment: Chatbots on payment pages help reduce cart abandonment rates and minimize the number of shoppers bouncing off at the final most part of the purchase journey.
Customer satisfaction: Since chatbots provide handy customer service on the fly, like an eCommerce personal shopper, customers proceed to place orders and buy with more conviction. This reduces the number of disputes, returns, or refund requests.
Cross-selling: The best part of the personalization of eCommerce is that you can uncover cross-selling and upselling possibilities with personalized product recommendations for eCommerce shoppers.
In an increasingly competitive marketplace like the eCommerce industry, it is extremely important and crucial to stay ahead of the competition. If you want to outperform your competitors who sell the same products and services as you do, it is of paramount importance that you adopt the best eCommerce practices. Personalization eCommerce is one of the best solutions to optimize your store for success Follow this space for more resourceful articles on other best eCommerce practices. If you need a free consultation on how to deliver an amazingly personalized shopping experience to your eCommerce customers, our experts would love to help you.
Some frequently asked questions on eCommerce personalization
1. What is personalization in eCommerce?
It refers to the process of creating, optimizing, and delivering a thoroughly personalized eCommerce shopping experience based on previous interactions, browsing behavior, purchase data, demographics, and other personal data. This includes showing dynamic product recommendations, customized pricing and offers, etc.
2. How personalization effects eCommerce?
The role of personalization in influencing a customer’s purchase decision is remarkable. Customers tend to trust personalized communication more than generic content. Personalization also empowers businesses with resourceful insights into their customers’ shopping preferences and intent data.
3. How does personalization help to reduce the eCommerce bounce rate?
When you use intent data, heat map analytics, and behavior data to improve and tailor the shopping experiences, it fosters customer engagement on your website and triggers sales interactions. This favorably impacts the customer journey and improves the time they spend on your eCommerce store qualitatively. This helps reduce the eCommerce bounce rate by 20-30% roughly.
4. How do I make an eCommerce site personalized?
Create personalized home pages.
Personalize the product pages based on location.
Showcase recently searched/viewed items.
Provide intelligent product recommendations based on order history.
Build personalized conversations using chatbots.
Personalize email communications and other correspondence.
Segment audiences based on behavior/interests and create custom campaigns.