Everyone has their favorite robot. My personal favorite is Johnny 5 from Short Circuit.
Here at IMPACT, our favorite bots arguably are chatbots, and we’re not alone. According to Gartner, chatbots will power 85% of all customer service interactions by the year 2020.
For eCommerce businesses, in particular, they are a home run.
As we move into the eCommerce industry’s Super Bowl season (a.k.a. the holiday season), chatbots have the potential to dramatically impact sales — especially as customer service teams work overtime — by connecting with more people, faster and driving your leads down the funnel without even lifting a finger.
If you’re not already using chatbots, there are a number of ways that your eCommerce business can use them to boost holiday sales and create a more engaging customer experience:
Pick up the slack during busy times of the year (I’m looking at you Black Friday/Cyber Monday), or when human staff is off the clock.
Engage users with a welcome message when they first visit your site.
Recover lost sales from abandoned carts.
Weed out the riff-raff with qualifying questions.
Answer basic questions to free up your customer service team for escalated issues.
Deliver offers, discounts, and giveaways to users.
Bots Are Anything But Robotic
If you’re worried about your chatbot seeming, well, robotic, it’s a valid concern.
Fortunately, technology has come a long way. People are used to, and even like, talking to bots like Siri, Alexa, and Cortana. In fact, PricewaterhouseCoopers claims that 27% of consumers said they weren’t sure if their last customer service interaction was with a human or a chatbot.
And that’s a good thing!
But don’t just take my word for it. Here’s an awesome infographic by Market Inspector.
If this doesn’t have you convinced to join the AI bandwagon, that’s cool. Just chill in your human-powered company until the bots invade. When they do, we’ll be waiting for you.
Read more: impactbnd.com