In this post, I will talk about E-commerce Chatbots in Kenya and what they can do in the E-commerce industry.

Caught within the middle of a digital revolution, customers are now hyper connected across a huge network of digital platforms and have high expectations especially while shopping online. Consumers expect personalized services and instant gratification and therefore the limited customer service on eCommerce websites certainly hasn’t helped.

Chatbots are interactive software programs powered by AI and ML ,designed to simulate real human conversation. They will automate business processes by receiving and sending text messages.

E-commerce chatbots are revolutionizing the way businesses interact with customers by enabling enterprises to realize great personalized customer services while providing faster and better customer experience. Companies today can use chatbots to instantly communicate with customers and resolve their issues on multiple platforms, like Facebook Messenger or on their online store.

Why should you have a chatbot?

Chatbots and conversational commerce are terms that are thrown around quite lot. These aren’t just passing fads, but are technology which is here to remain and alter user experience forever. Here are some aspects to think about.

  • Statistically, most of the people stick with five apps on their mobile devices. Not surprisingly, most of those are messaging apps. With over 5 billion active users monthly, these apps are being consumed far more than other sorts of social media. So investing in an e-commerce chatbot will assist you engage with a way larger audience.
  • Chatbots are often integrated into multiple messaging platforms like Facebook Messenger, Kik, Telegram, WeChat, or Viber, making them available for consumers to talk with. This eliminates the necessity for user’s to download specific apps to avail your services.
  • Chatbots are active around the clock providing instant assistance and may engage customers during a more intuitive manner. This integrates an otherwise mechanical process into natural conversation, leading to increased customer satisfaction.
  • The typical adult spends 2 hours, 51 minutes on their smartphone a day. That’s about 86 hours a month! This number is significantly higher among teenagers and most of this is spent on messaging apps. Chatbots are the key to entering this vast market by placing your products on platforms where they’re presumably to be viewed.
  • In contrast to the normal, impersonal customer experience on most ecommerce websites, ecommerce chatbots engage the customer in an interactive buying process, very almost like how employees guide customers in stores.

What can e-commerce chatbots do for your enterprise?

Sales and Marketing

Chatbots increase customer engagement and may play an important role in managing existing customers and generating new ones. Re marketing may be a good way to extend conversions through messaging apps where users are reminded of their previous purchases and related new items or services are suggested.See  Complete point of sale system installation

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Broadcasting

Chatbots can send private messages to all or any your customers whenever a replacement collection is launched or provide updates and deals surely products. Traditionally, e-commerce sites practice sending email notifications but people are much more likely to open a push notification than check their email.

Shipment Tracking

Once the order has been placed users can enquire and receive timely updates about their order using e-commerce chatbots. The date and time of delivery are often sent as a message on Facebook Messenger thus providing an intuitive user experience

Back-End Functions

Chatbots can automate the method of extracting information from customers by conducting conversational user surveys. This will provide valuable market insight and is particularly useful when it involves getting product reviews.

Brand Loyalty

Chatbots help create a really personal experience by engaging the purchasers in meaningful conversation. They will thus act because the face of your enterprise and form a more meaningful customer-brand bond. Chatbots provide another layer of customer service which leaves them with a way of reliability.

Implementing a chatbot into your marketing strategy will offer you the competitive advantage needed to maximise sales and profitability during this competitive world of ecommerce.

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Brands like Sephora, 1-800-Flowers, eBay, H&M and Burberry have already started using them to speak better, provide customer service, handle order status queries, recommend products and drive sales.

1-800-Flowers may be a floral and gourmet foods gift retailer and distribution company. They introduced a chatbot which helps consumers look for and place their gift order online.

The chatbot, ‘GWYN’, asks a series of questions regarding the occasion and sentiment, and suggests the simplest suitable products for the customer’s individual requirement.

An internal survey showed that 70% of consumers ordering through the chatbot were new 1-800-Flowers customers which resulted within the company’s total revenue increasing 6.3 percent to $165.8 million within the half-moon of 2017.

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We at NEXTGEN Solutions are the first chatbot developers in Kenya.We started this evolutionary journey and strive for more mainstream acceptance of this technology of the longer term.

We are specialists in developing chatbots and Amazon Alexa Skills. If you would like to understand further about us, then kindly contact us on 0706731791.