Do you have a webshop and want to increase your sales?
Then you should read this article.
This is the ultimate guide to creating an eCommerce chatbot in 2021, and I’ll show:
- How to attract customers to your chatbot
- What the content of your eCommerce chatbot should be (plus a free template!)
- How to get users back to your chatbot
Plan de l'article
- Chapter 1 Chatbot Basics
- What is a chatbot?
- How does a chatbot work?
- Why use a chatbot?
- Chapter 2 How to Attract Customers to Your eCommerce chatbot?
- 1. Promote it on social media
- 2. Post a widget on your website
- 3. Facebook ads
- 4. Google Ads
- 5. “Send to Messenger”
- Another invented example for WineLibrary. 6. QR Codes
- 7. Automatically Responding to Facebook Comments
- 8. Referral links
- Chapter 3 What is the content of an eCommerce chatbot?
- Top 10 Products
- View products
- Ask questions
- Get personal advice
- Chapter 4 How to get users back to your chatbot
- Abandoned Cart
- General Offers
- Personal Offers
- Send an offer every day
- Did you say anything about a free template?
- Get free eCommerce template Now It’s Your Turn
Chapter 1 Chatbot Basics
In this chapter, I’ll talk about the basics of chatbots.
You may like : How to recognize a chatbot
I’ll tell what a chatbot is, how they work Then why you should use them.
After that, I’ll show you how to attract customers to your chatbot.
What is a chatbot?
A chatbot is an automated interlocutor.
It facilitates a conversation between a human computer. Normally, you have a conversation with another person (for example on WhatsApp), but a chatbot tells you to a computer.
What is an eCommerce chatbot?
An eCommerce chatbot is a chatbot where people can buy your products directly or a chatbot that promotes products from your webshop.
How does a chatbot work?
A chatbot works very simple. When someone types in something (for example, a phrase or a question), the chatbot checks this phrase for specific words. Based on the words the chatbot recognizes, the chatbot gives a specific answer.
Here’s an example:
- Someone starts a conversation with a chatbot from a webshop. He asks “What slim fit jeans do you have?”
- The chatbot reads the message and recognizes the words “slim fit” and “jeans”
- Based on these words, the chatbot will look in the products database for “jeans” that are “slim fit”
- Eventually, the chatbot sends a message back to the user with all slim fit jeans he found
Why use a chatbot?
Because you can automate conversations with a chatbot, it has multiple benefits:
- 24/7 With a chatbot, your business is accessible to customers 24/7. Customers can always send questions to your business, even in the middle of the night. According to Chatbots Magazine, this is one of the main reasons people use chatbots.
- No waiting times Do you know how annoying it is when you call a customer service and wait in the queue first? It’s one of the most annoying things out there is. With chatbots, that’s no longer a problem. One chatbot can respond instantly to any customer you have.
- Save on customer service costs Chatbots can save money on customer service. 80% of customer service questions are standard questions that can be easily answered by a chatbot. In addition, people are willing to talk to chatbots as long as they get quick and good help.
- Increase Revenue With a chatbot, someone can sell products to your customers 24/7. Another way is to promote your products in your chatbot and forward them to your webshop.
Chapter 2 How to Attract Customers to Your eCommerce chatbot?
In this chapter, I’ll go through 8 tactics that help you attract customers to your chatbot.
Before you can make a real impact with your chatbot, your customers need to know that it exists and that they can use it.
When they know that your chatbot exists, your chatbot content becomes important.
This tactic is very simple. Simply promote your chatbot across all the social media channels you’re currently using.
Do you have a Facebook account? Good, then promote it on Facebook.
Do you also have an Instagram account? Promote it there too!
An email list? Send an email to your audience!
Just promote it wherever your customers are. It’s a very simple tactic and also very useful as chatbots are new.
And because they’re new, people like talking to them, even just when it’s like to test the “cleverness” of your chatbot.
Yes, people really do that.
P.S. Instagram Stories work very well for promoting content. You’ll see it right away when you open the app and 500 million people use it every day.
2. Post a widget on your website
Ever one of these widgets seen?
It’s a really good way to get customers in touch with your chatbots.
Just ask them a question and give multiple options to help them.
What is also very smart to do is ask for the customer’s name and email in the middle of the conversation “in case of disconnection”. You can send a follow-up email to the customer!
3. Facebook ads
Facebook ads are still a great way to get people to your chatbot.
But there are multiple ways to use Facebook ads to get people to your chatbot.
That’s why I’ll go through 4 ways to get customers attract with Facebook ads.
Promote your products
You can simply use an ad to promote your products. Like this:
When someone clicks on your ad, they will be redirected to those specific products in your chatbot. From here, a person can buy your product or be redirected to your webshop:
You can use an ad to promote a specific coupon that you can only use through your chatbots.
For example, that might look like this:
When people click on the ad, you send the coupon and link to the website (if you can’t buy the product directly in the chatbot):
This is one of my personal favorites. Everyone loves a quiz.
Examples of quizzes include:
- Find out what your favorite wine is!
- Are you good at mathematics? Do the quiz!
- Which animal are you?
Here are a few simple examples of quizzes you can use. What’s important is that you create a quiz related to your products. There’s no point in making a math quiz when you sell wine.
Why not? Because you won’t be able to send a follow-up with a personal offer!
In my opinion, the following strategy is best when using the quiz tactic:
What does this look like on Facebook?
Giving away free products
Giving away products is always very effective at attracting people. Everyone loves free stuff.
We all know the Facebook ads with “We’re giving this away for free! All you have to do is tag 3 friends and like our page!”
What then happens that the post gets a lot of comments. You can respond to this automatically with your chatbots. That means you can automatically send a message to everyone who responded to your post.
But what are you going to send? For example,
Giving away free products works. But what’s also important is that it should always be related to what you sell. Why? Because you want people interested in your products!
4. Google Ads
Just like you can use Facebook ads, you can also get Google Ads.
But I don’t think this tactic is very useful in all cases. For example, when you having a chatbot that is mainly active on Facebook Messenger, I wouldn’t use this tactic soon.
For example, if your chatbot is a real landing page, it can be a very useful tactic to get people to your chatbot. For example, Landbot is chatbot software that specializes for chatbots on landing pages.
5. “Send to Messenger”
Ever seen a button like that?
Probably did. This button is often used on websites when they give away something valuable. But you don’t just give this away for free, because you have to go to Facebook Messenger to get it.
When the user clicks the button, he gets the “valuable thing”, which allows you to follow up if they want to buy one of your products.
But what valuable then? Well, for example, this could be a coupon. Grab this example, would you click the button?
Example of Send to Messenger on Wine Library. This is not real, I made this as an example.
But it can also be much easier by simply using a checkbox instead of a button:
This can be used even when one of your products is out of stock:
Another invented example for WineLibrary. 6. QR Codes
This is one of my favorites because it’s so simple.
Imagine you have a few bought bottles of wine and you get the package in. You open the package and see the wines. But you’ll also see the following flyer:
When people now scan the QR code, they are automatically redirected to your chatbot.
This is a really good way to get people to your chatbot and send them updates about your products!
P.S. It’s important to put a link under the QR code as well in case the QR code doesn’t work!
7. Automatically Responding to Facebook Comments
Yes, I’ve already talked about this in the Giveaway section when I talked about Facebook Ads.
But this is a very important tool for letting your chatbot audience. grow. You don’t have to use it with ads, you can always use it. Every Facebook post.
So again, it works like this:
- You create a Facebook post
- People leave comments
- You automatically send a message with your chatbot to anyone who has left a comment
But, there’s more.
Because with most chatbot software, you can make rules on what kind of comments you want to respond to.
So for example, you’re making a post with “what kind of wine do you love?”
Then people react with “I love white wine” and “I love red wine”.
Then you can send those people specific messages based on their response. So you can send a specific message for white wine to people who responded with “white wine” and send a specific message for red wine to people who responded with “red wine” wine”.
This allows you to send specific content to your audience, which is immediately relevant to them. This increases the chances of a person buying a bottle of wine from you!
You can use referrals to promote your chatbot.
For example, you can create a promotion that if someone shares your chatbot with a friend, they both get 20% off their next order:
This way a person promotes the chatbot to a friend, who probably clicks on the link and will talk to your chatbot as well.
These are general referral links. But you also have influencer links.
You can pay people (influencer) to promote your chatbot through their social media channels. You can then pay the influencer because they promoted you or based on the number of referrals it gave you.
Important: It’s smart to create a unique URL per influencer so you can track the individual results of influencers.
Chapter 3 What is the content of an eCommerce chatbot?
Now it’s time to talk about the content. of your chatbot.
You already know how to attract customers to your chatbot, now you have to serve them!
And so you can start building your own chatbot right away, I also created a free template in ManyChat.
Let’s get started.
Top 10 Products
As Gary Vaynerchuk, New York Times best selling author, once said
“It is just a framework to merchandise, it just says ‘Top 10’. But because it was merchandised, the number one wine sold fucking hard, but it had not context!”
So even when your top 10 products are not based on anything, it does make for more sell.
And I get it. When you have a store with lots of choice, it’s just easy for people to choose from the top 10. They’ll probably think “that product is stuck in the top 10 for a reason”.
That’s why it’s important to put this in your chatbot.
This might look like this:
As with an online webshop, customers should be able to look through your products in jo chatbot.
This can be done by giving them categories or they can simply search by typing them in.
Products by Category
Categories are very useful for people who not looking for a specific product, but more for something general. So they’re not looking for a “2018 Healthy Hills Chardonnay”, but the person is looking for white wine.
Giving categories makes finding products much easier:
Search products by typing in
This is very useful for people who are looking for specific products, such as a “2018 Healthy Hills Chardonnay”. These people don’t want to search through all your categories and eventually find out that you don’t have the product:
What matters here is that if you don’t have the product, you’re still helping the customer so you’re not dissatisfied with the customer. leaves behind.
Sometimes customers just want to ask a simple question.
Then you have to be there to give a good answer. These may include questions related to:
- An Order
- Product Returns
- Payment Options
- Customer Service hours
Always keep in mind that you need a live chat if the chatbot doesn’t have an answer to the question. This way, you can always make sure your customer is satisfied:
Get personal advice
This is one of the hard things to automate with a chatbot.
Personal advice, as you read, is very personal. So it’s hard to automate this, and it’s better for a people to do this. So for most webshops that create a chatbot, I recommend connecting your chatbot to
live chat and let a human do this:
What you can do to automate this a bit is to take a look at the data from your webshop. If you see that many people who bought “2018 Healthy Hills Chardonnay” also bought a “2016 Buty Chardonnay Conner Lee Vineyard”, you can advise these wines automatically.
You just have to look at the data of your webshop and find patterns in products that are often purchased together (or purchased by the same people).
Chapter 4 How to get users back to your chatbot
One of the key goals of an eCommerce chatbot is to sell products.
But often people look at your chatbot, your products and your webshop, but they don’t do anything.
They don’t buy anything, they don’t answer, they just don’t do anything.
So how do we get these people back and buy your products?
This one is very simple:
- Someone uses your chatbot
- He goes to your webshop
- Look at your products
- Add products to their cart
- and then leave your website
He doesn’t buy anything!
So how do we get this person back? The answer: Send a follow-up!
For example, you can automatically send a message after 6 hours saying
“Hey! We saw you had a full cart but didn’t buy anything. Did something go wrong? We’d love to help. If something went wrong, you can click this button and make the order anyway. Apologies for the inconvenience.”
This is a whole important tactics, as Barriliance did research and found that in 2017 the average abandoned cart ratio is 78.65%.
It would be a shame to let all these customers go like that, right?
When someone talks to your chatbot, you have permission to send them messages.
And these messages can also be general offers (which you’re probably sending through other channels anyway), such as:
- Black Friday
- Cyber Monday
Very simple, but also very useful.
This works far better than general offers. The data doesn’t lie about it:
91% of consumers are more likely to shop with brands how recognize, remember and provide relevant offers and recommendations
But that’s not just:
72% of consumers in 2019 only engage with marketing messages that are customized to their specific
So yes, personal offers work well.
But how do you send personal offers with your chatbot? I know a few ways:
- When someone responds to a Facebook post with “white wine”, you can send them a personal offer for white wine.
- If someone has looked at the “red wine” category in your chatbot, you can send them a personal red wine offer 2 days later.
- As someone regularly buy wine from your webshop, you can send them a personal offer to automatically send them the best wine of the week to them.
These are all great examples that you can use right away in your chatbot.
When sending a personal offer to a customer, it’s always important to wonder what the customer wants . If you serve the customer well, the chances of actually buying something are much higher.
Send an offer every day
Ever heard of Winetext.com?
It works very simple:
- Fill out the form on their website
- Get a daily offer on one of the wines their range
Every day, WineText sends an offer to their users, and users only have to reply with “Yes, I want this” and the wines are automatically shipped to their homes.
How good is that user experience? Just a comment back is enough!
You can do this too. You can copy this 100% of WineText and send a message to your customers every day.
It may also be the case that you want to send a weekly or monthly offer, you can also do this.
Important: If you want to comply with the new rules of Facebook Messenger and use this tactic, I recommend that you do the following:
- Send a message every 23 hours so that the user stays within the 24-hour window
- Be sure to email and get the phone number from the user so you can send a daily offer via SMS, WhatsApp, or email.
Did you say anything about a free template?
Yes, I promised you a free template. But what’s in it?
It’s a total template that you can use right away to create your own eCommerce chatbot. It contains:
- Top 10 Products
- Browsing Products
- Asking Questions
- Give Personal Advice
- Quiz flow
- Free Give Away Products Flow
- Every Day Send Offer Flow
- Black Friday Offer
- Personal Offer
- Automatically respond to Facebook comments
- Referral links
- QR Code
- Website widget
It contains almost everything I’m talking about told in this article.
Want the template? Then click the button below!
Get free eCommerce template Now It’s Your Turn
So that’s how to create an eCommerce chatbot in 2021, now it’s your turn: what tactics in this article are you going to use first?
Are you going to start with the top 10 products or will you automatically respond to Facebook comments?
Let me know in the comments!