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What is an eCommerce chatbot?

ecommerce chatbot

eCommerce Chatbots are artificially intelligent technologies that internet businesses can use to interact with their customers during their shopping experience. These chatbots can be used by eCommerce companies to answer queries about their items directly on their website or on other messaging platforms such as WhatsApp, Facebook Messenger, Instagram and others.

These eCommerce chatbots are for conversational marketing and to address any concerns buyers may have about a product before they buy it. These bots are utilized for conversational commerce as well as intelligent and quick after-sales care, eliminating the requirement for a human customer service person. This is especially useful if you’re selling online in India and have customers from all over the world.

Advantages of having a chatbot for your eCommerce store?

In the eCommerce industry, Chatbots are duplicating the experience customers have with businesses and replacing it with an experience they have with friends. They learn and adapt to complicated business challenges and provide swift answers to consumer enquiries, much like humans, because they are designed using AI and driven by a preset set of rules. 

Let’s look at some of the advantages of adopting chatbots for your e-commerce business:

24*7 Customer Care

Customers nowadays expect businesses to remain open 24 hours a day. Having 24-hour customer support personnel can be an extra expense for you, using chatbots, you can avoid that expenditure and can still assure that your clients are served instantly. There are no time constraints in communication, customers can reach out even at 2 am. Providing client service every time and every day of the week ensures customers’ happiness. 


Customers have such high expectations of the ecommerce businesses that they want the stores to operate 24*7. While having a 24-hour customer service team is an expensive alternative, deploying chatbots allows you to avoid that expense while also ensuring that your customers are treated immediately. Providing customer assistance 24 hours a day, seven days a week is an excellent way to ensure customer satisfaction.

Reduced Costs

Using chatbots to handle the majority (if not all) of your customer support operations will save you a lot of money on your customer service crew. Chatbots provide efficient customer service with less human intervention, enabling you to focus on more important areas of your e-commerce site, such as page layout and checkout. With little resource expenses, you may also substantially reduce human error and enable effective customer support. 

Product Guidance

Visitors to e-commerce sites frequently become lost in the maze of a gazillion products. Customers can use chatbots to identify the exact product they’re looking for in a varied category and proceed directly to the billing page. Chatbots can guide customers and enable them to make purchases instantly by delivering responses or advice to specific customer enquiries. Growcify’s chatbot, for example, walks clients through their services, asks questions to learn about their needs, and makes appropriate suggestions just like a real salesperson.

Cart Recovery

An abandoned cart, as opposed to popular beliefs, can be a tremendous source of cash. Users can be notified of products in their abandoned shopping carts by chatbots. These chatbots confirm if they want to proceed to checkout or clear their basket. Most of the time, such reminders encourage buyers to return to their cart and purchase some, if not all, of the products in it.

Where can you employ ecommerce chatbots?

The benefit of ecommerce chatbots is that they can be integrated across a variety of platforms, allowing businesses to make use of their features and use cases sooner.

The following are some of the most prominent channels where ecommerce chatbots function:

  •  Live chat (In your apps/websites)

Given that almost the majority of customers prefer to contact businesses via live chat over email or phone calls, the first place you should consider implementing a chatbot is your online store. This will assist you in greeting new customers, guiding them through the purchasing process, providing shopping support before, during, and after a purchase, and preventing cart abandonment.

By keeping visitors engaged, chatbots have been shown to improve customer experience and lower bounce rates.


Having a chatbot on Facebook messenger is crucial for your business. According to a Facebook survey, many consumers prefer to communicate with brands on social media platforms to learn more about products, services, and discounts. 

You may nurture customers who find you through Facebook shops, groups, or your own marketing campaigns using a Facebook Messenger chatbot. You can lead the customers to your website or inform them about current offers and deals with the help of a chatbot.


According to research, about 153 million Instagram users have a monthly dialogue with a business on the network. Instagram has risen to become one of the most popular platforms for consumers to find new products and make purchases.

You can utilise them in the same way that Facebook chatbots are used. A hybrid chatbot can be used to collect consumer information, deliver product information, or route them to your website dependent on their needs. 


Whatsapp is used by almost everyone, there can be an exception for other social media apps but WhatsApp is seen on every next person’s phone. The popularity of WhatsApp has intensified with the advent of the WhatsApp Business API. Ecommerce enterprises have the option to now switch to this userbase for marketing. 

There are currently over 5 million businesses using WhatsApp, and the number is growing to fulfil the need for conversational commerce. Businesses can use WhatsApp chatbots to streamline communication and increase engagement with their broadcast efforts.


Another messaging tool that businesses utilise for marketing and customer service is Telegram.

You may set up ecommerce chatbots on the messaging platform, similar to WhatsApp, to answer customer questions and keep them engaged, resulting in increased store visits.


eCommerce chatbots are constantly striving to provide their clients with an exceptional experience. On the other hand, traditional engagement tools inevitably lead to average customer satisfaction.

A positive customer experience will always result in high customer satisfaction. Conversational chatbot marketing is proving to be very useful in this regard.

Customer experience is typically a challenge for eCommerce firms. Solely because dissatisfied customers are not very likely to return to repurchase. As a result, it’s critical to determine whether or not a customer is satisfied with the services provided. Chatbot marketing allows customers to communicate their feelings, allowing businesses to better understand and cater to their needs in a better way. 

Aside from the business aspect, it’s critical to obtain customer input. It can assist in detecting flaws in the chatbot conversation flow, such as inaccurate answers, knowledge gaps, bad conversation design and repetitive responses.

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