Imagine a day when you are looking at a t-shirt online and suddenly a chatbot appears and tells you that it would match perfectly with the jacket you bought 3 months back. The chat-bot not only tells you this it also shows a picture where you are wearing this t-shirt along with that jacket. Further, let’s say it also suggests you buy a pair of jeans/ trousers which would complete the ensemble and make you party-ready. Along with this it also gives you an offer or discount which is specific to you. How would you rate such an experience? I personally would want to ask the chat-bot further questions and might be happy to receive suggestions from it.
Today’s e-commerce scenario
If you might have noticed that Amazon does something similar. Similar products are suggested which were seen along with the product you are looking at. It even suggests frequently bought products.
So, does Flipkart and others in the industry. But these suggestions are not specific to you, these are generalized. The website’s complete sales data is analysed and then suggestions are given.
Advantages of Chatbots
Chatbots if introduced in these websites will not only interact with the customers and provide them with required answers, but also might suggest them latest fashion trends and what would complement your previous purchases. They help the customer quickly identify what he/she is looking for by engaging them in a small conversation.
It can not only help you find a specific product but also give you offers and suggestions depending on your order history and buying behaviour. A chatbot can also caution you about ordering something which might conflict with your buying behaviour. Maybe not only caution but also suggest a few other similar products which match your buying pattern or order history. This can save you from the hassle of returning the product and can lead you to buy the right product.
Chatbots can even understand your taste and then suggest products. Such chat-bots work by showing you a few sets of pictures and ask your preference. By doing so they understand your taste and suggest products accordingly.
Personalized tips and recommendations can also be provided by chat-bots to improve customer experience. Let’s suppose you are buying an amazing Digital SLR camera. This is your first Digital SLR and you might not exactly know how to handle it. But once you place the order the chat-bot sends you a message with a few points on how to use it best to improve your photography experience. Maybe let’s say it sends you the links of a few blogs which are related to photography and may be specific to the camera you bought.
The Future
I would like to end by asking a few questions:
- Can chat-bots make the e-commerce buying experience better?
- Will they be able to reduce the buying time or searching time?
- Can they be used to up-sell products?
- Will they be able to reduce the number of returns in the e-commerce industry?
Please mention your opinions in the comments below. Thanks!