The e-commerce market is booming. Brands must provide a clear and simple shopping experience and ensure good customer relationship management to maintain their competitive edge. To meet consumer demands, more and more brands are turning to automation solutions, such as chatbots. There is nothing new about conversational agents, but over the last 10 years, they’ve proved their worth by automating simple and recurring requests.
According to KPMG’s latest Customer Experience Excellence study, “customers in 2021 are looking for technological performance, in order to obtain instant responses, a personalised customer relationship, (…) secure exchanges and data confidentiality.”
Dydu wanted to make it quicker and easier for brands to create and deploy an e-commerce chatbot, with a pre-configured and trained solution.
Support Customers Throughout Their Journey
Our e-commerce chatbot improves the shopping experience by providing customers with immediate assistance. It helps remove any barriers to purchase, boosts customer satisfaction and strengthens brand trust, while relieving advisers of repetitive and time-consuming questions.
An e-commerce bot reassures users before they make a purchase. It provides information about the brand and website, items for sale, or the buying process itself. During this phase, the bot can answer practical questions about logins, payment terms or delivery options. After the purchase, it can help track buyers’ orders and provide an after-sales-service. It can also be proactive and highlight special offers, private sales or loyalty programmes.
Our e-commerce chatbot can therefore encourage conversations and help convert sales.
A Turnkey Solution for a Quick and Easy Implementation
More than 200 pre-configured knowledge articles
Our e-commerce chatbot can provide customers and future buyers with all kinds of information. Its knowledge base includes more than 200 articles (question and answer pairs), on 16 recurring e-commerce themes: purchase and payment, orders, delivery, refunds, returns and exchanges, customer account, special offers, loyalty programme, customer service, etc.
The bot has already been trained to understand lots of common queries and comes with pre-written answers that can be customised.
You can also improve the end-user experience by adding rich content to the answers, such as images, links, Google maps or videos.
The bot uses dydu’s natural language processing solution. It can understand full sentences and different registers. Users can be spontaneous and phrase requests in their own words. The chatbot also recognises “e-commerce jargon”, as well as synonyms or words with similar meanings. For example, “return label” will be understood to mean the same thing as “return slip” or “prepaid sticker”.
Tracking Orders With the Bot
Tracking orders is an important part of the shopping experience. Which is why dydu has developed an API to help buyers track their packages, using the chatbot. All they have to do is enter their tracking number and the carrier’s name to check their order’s status and location in real time. The API works with more than 900 carriers worldwide, including La Poste / Colissimo, GLS, DPD, UPS and FedEx.
This service is exclusive to Dydu chatbots. It reassures users and helps build loyalty.
Taking Things Further
Our e-commerce chatbot can be connected to other software within the company, such as the IS or CRM. The chatbot can then personalise its answers, based on the user’s identity (first name, location, order history). It can also perform certain tasks such as issuing an invoice, changing the user’s password or postal address, or opening a claim.
The e-commerce chatbot can also be coupled with our livechat solution to manage more complex cases that require a human hand off. According to our latest chatbot observatory, 73% of professionals who have set up a chatbot have interconnected it with livechat technology. This hybrid chatbot / livechat model adds a human touch to the customer relationship and handles repetitive questions in a more efficient manner. Simply define when a human hand off is needed and transfer the data and dialogue history to the livechat agent. This could be executed after the bot misunderstands a request several times (number to be defined), or in “critical” situations which can be detected with key words, such as “claim”.
Want to find out more about Dydu’s e-commerce chatbot ? Contact us for a demo.
