In E-Commerce businesses, customers are more active and engaging on the platform. Handling customers is a daunting task if you don’t have the right technology/platforms on board.
For this, you must analyze your business requirements and customer demands and choose the right technology that fulfills the purpose. E-Commerce Chatbot is one of them.
E-Commerce is a Relationship Business:
In the eCommerce business, customer satisfaction plays a critical role. For example, if you want to sell, first you need to gain the trust of customers. It starts from how you grab the customers’ attention, till making the customer repurchase the same product again and again.
You need to take care of the customers during their entire customer lifecycle and help them with relevant offers, solve their queries and assist them in taking further steps.
E-commerce chatbots can fulfill the purpose here- they can be available 24/7 to assist customers with relevant offers.
To suggest you, SmatBot is one of the best eCommerce platforms that can help you with this.
SmatBot e-commerce chatbots are designed by considering the critical factor which often people ignore that is building a relationship well before they are your customers.”
It can be done in three ways.
- Collecting prospective leads from your website visitors and following them up.
- Making your visitors contact you directly before they make a purchase.
- Answering their FAQs (Frequently Asked Questions) and giving instant support.
Those three points we mentioned above are the core of building a relationship with your customers well before they are your customers. Thus making them loyal customers to your brand for years to come.
One other thing here is that, If your follow-up strategies are up to the mark, the conversion rates will be high, thereby making higher revenue numbers. (See, winning from the initial stage)
Now, we will talk about 2 of our e-commerce chatbot clients and how they used SmatBot to ease their operations.
Dermacol India: Saw an ROI of 30X Spent on SmatBot.
They made 3.5 lacs in one month with little to no effort. An International skincare brand available in 74 countries worldwide and having just entered India, They had a lot to do to become an established brand.
One of the main problems Dermacol India had was they were unable to convert their website visitors into customers, i.e., Their conversion rates are meager. They failed to get any direct leads from the visitors.
We set an E-Commerce lead generation chatbot to solve the problem precisely on April 26, 2019. We made a straightforward questionnaire bot and leveraged our FAQ’s feature to show top-selling products in different categories dermacol sells.
It worked wonders for us; We managed to generate more than 3500+ qualified leads whom we could call and directly sell to them. It is not the best part, though. Since they didn’t have enough workforce, most of those 3500+ leads are still unattended.
By now, you might be wondering how they generate 3.5 lacs then?.
They used one other tool, “Whatsapp,” along with SmatBot and automated the whole workflow.
SmatBot has this feature to directly interact with your bot to send you a message on WhatsApp. You don’t require to save a number or any of that bullshit; just click on the bot, and they are good to send you the message.
People started to send direct messages to our WhatsApp business account with specific queries. We put an auto-reply option for their WhatsApp messages to further filter hot leads if someone replies. As these are hot Leads, We focused on converting these prospects and managed to rack up 3.5 lacs in sales in one month just by spending 30 mins a day following them.
We’ll Let the Numbers Do the Talking:
- We had an interaction rate of 14% (14 out of every 100 visitors interacted with SmatBot).
- Our Lead Generation rate was 56%(56 out of every 100 interacted visitors gave their mobile numbers).
- On the whole, SmatBot Generated 7.84 leads for every 100 visitors.
There you go when we see the ROI metrics directly compared to sales in regards to SmatBot.
It translates to 30X in ROI.
We know it’s not an astounding number; still, it matters in just a month.
MyDreamStore: Increased Their Customer Support Efficiency by 20%
One of India’s leading E-commerce custom clothing brands, MyDreamStore, wanted to crack their ‘Customer support’ and do it more efficiently. So, they turned towards SmatBot for doing that.
Once we understood their requirements and their support process, we found gaps. We set up an E-Commerce support chatbot for them. We integrated it with their support ticketing system ‘FreshDesk’ to automate the ticket creation coming through SmatBot instead of creating them manually.
In the first month after deployment, 20% of their total support tickets were created and solved through SmatBot.
That’s not all; As they saved a lot of time due to automation in ticket creation, Their support system became more efficient, with the average ticket resolution time decreasing by 24% in the first month.
Now, Coming to the Numbers:
After MyDreamStore integrated SmatBot into their support cycle, it worked wonders, and their,
- Average ticket assign time Improved by 46%
- Average 1st response time improved by 60%
So, There you go, SmatBot managed to increase MyDreamStore’s Support Cycle’s efficiency by more than 20% in the 1st-month of its deployment.
The Icing on the cake here is that a month after the deployment of SmatBot, MyDreamStore completely shut down their call support and started redirecting every customer query to SmatBot.
You can also give it a try on SmatBot E-commerce chatbot to see visible results in your business sales.