How an Ecommerce Chatbot Can Supercharge Your Online Store

The secret sauce to e-commerce success is efficient communication with customers. But what if you just can’t manage it?

You’re bombarded with messages from every direction. Some customers need help choosing a product. Others leave feedback and expect a quick response. And some come with complaints.

Your employees are doing their best and trying to reply fast. But as the number of customers grows, it becomes impossible to keep up.

Instead of building customer loyalty, you’re getting headaches. Your buyers are frustrated. And you find negative reviews that harm your business reputation.

So, what can you do? You have two options. You can grow your support team, but that’s costly and time-consuming. Or you can integrate an ecommerce chatbot into your online store. That’s what we recommend at Forbytes.

You may feel skeptical: “Can a chatbot be a real alternative to my employee? Can it help my business?”

We have good news! In this article, we’ll clear up your doubts and show you exactly how an ecommerce chatbot can supercharge your online store and what benefits it can offer your customers.

What Is an Ecommerce Chatbot?

An ecommerce chatbot is a virtual assistant on your website. It helps your customers by answering questions and guiding them through their shopping. Based on multimodal AI, it understands what people ask and gives quick, helpful answers. A chatbot is like a personal consultant that makes buying faster.

Let’s look at Amazon. When you visit Amazon, the chatbot or voice assistant (like Alexa) helps you track your orders, find products, and even recommend things based on your shopping history. You can ask things like, “Where’s my order?” or “What’s on sale?” and the ecommerce chatbot responds instantly. So, you can make purchases or manage your account with ease.

Types of Ecommerce Chatbots

If you’re thinking about adding a chatbot to your online store, it’s good to know there isn’t just one kind. In fact, there are three main types of ecommerce chatbots. Each of them has its pluses and minuses. The right one for you depends on how your business runs and what kind of experience you want to offer your customers. But let’s dive in-depth!

Rule-based chatbots

The most basic type of ecommerce chatbots is rule-based. It follows a fixed set of rules, like a flowchart. Customers choose from pre-set options, and this chatbot replies with pre-written answers.

Pluses of rule-based chatbots:

• Collect visitor info (like emails or preferences)
• Answer common questions
• Share links to helpful resources

Minuses of rule-based chatbots:

These ecommerce chatbots can’t handle anything outside the script. So, if a customer asks something unexpected, the bot might get stuck.

AI-powered chatbots

AI chatbots or conversational bots are the more advanced options. These chatbots in ecommerce use machine learning and natural language processing to understand what users are saying and respond in a more human, personalized way.

Pluses of AI-powered chatbots:

• Handle complex questions
• Provide tailored answers
• Create more natural, engaging conversations
• Reduce the load on your support team

Minuses of AI-powered chatbots:

These ecommerce chatbots are smart, but they don’t always guide users through a step-by-step buying process like rule-based bots. They’re better at “chatting” than leading.

Hybrid chatbots

Hybrid chatbots combine the best of both AI and rule-based bots. They use rules to guide the conversation when needed and lean on artificial intelligence to handle more complex interactions.

Pluses of hybrid chatbots:

• Walks users through a buying process
• Answers both simple and complicated questions
• Collects data while still sounding human

This type is especially useful if you want an ecommerce chatbot that feels helpful and structured.

Have questions about ecommerce chatbots or are not sure which one’s right for your business? Reach out to Forbytes, we’ll help you chat with your customers more smoothly and sell smarter.

The Benefits Ecommerce Chatbots Bring to Your Business

Not every visitor who comes to your e-commerce site is the same. Some are new, others are interested, and a few may arrive with complaints or concerns. An ecommerce chatbot helps you meet their needs and deliver the experience they expect.

AI chatbots aren’t just great for chatting with customers. They can also help you guide buyers through their journey and boost customer retention. Let’s take a look at how they can support your business!

How chatbots help your customers:

• Track orders: Chatbots can tell customers where their order is. This helps answer 85% of order questions and gives your team more time to focus on other important tasks.
• Handle returns and cancellations: About 70% of return or cancellation requests can be handled by ecommerce chatbots. This means faster aid for customers and less work for your team.
• Answer common questions: Chatbots can answer 90% of simple support questions. So, your team can spend time on more complicated issues.
• Suggest products: Chatbots can show customers items they might like. This can help stores increase sales by 35%.

How chatbots work for your business:

• Collect visitor info for future campaigns: Over 60% of B2B and 42% of B2C companies already use ecommerce chatbots to gather emails and preferences. It’s a smart way to grow your contact list and improve future marketing.
• Share personalized offers based on what they do: Chatbots can boost your conversion rates by up to 30% just by recommending the right product at the right time. So, chatbots contribute to personalization in ecommerce.
• Help customers find what they need: From answering common questions to suggesting products, chatbots can handle 70% of chats on their own and do it fast.
• Connect to a human when needed: Some issues need a real person. Chatbots know when to step back and bring in your support team.
• Even handle payments in the chat: Chatbots can now help users buy right from the chat window, making checkout quicker and smoother and helping drive that $10B chatbot market growth.

With all these use cases and benefits, ecommerce chatbots don’t just simplify your operations. They also free up your team to focus on more strategic tasks. On top of that, they make your customer support faster and more efficient. So, when you look at all the advantages, it’s clear: having a chatbot isn’t just helpful, it’s a smart move in business.

Must-Have Features of Performant Ecommerce Chatbots

Today, the market is flooded with on-the-shelf ecommerce chatbots. But if you’re planning to build a custom solution, make sure it includes these key features your chatbot needs.

CRM integrations

To make your ecommerce chatbot more powerful and effective, make sure it can connect to your CRM (Customer Relationship Management) system.

The reason is simple: ecommerce CRM integration lets your chatbot do more than just answer questions. It can update customer records, send follow-up emails, or even close a sale right in the chat.

Basic bots might only connect to your email server. But advanced ones? They can plug into all the tools you use every day. In short, your chatbot should be able to talk to your systems.

Omnichannel support

Your customers aren’t just shopping on your website. They’re discovering and buying through Instagram, Facebook, WhatsApp, and more. Omnichannel strategy opens up more opportunities and enhances their shopping experience.

If your chatbot works only on your website, you’ll miss many potential buyers. A good ecommerce chatbot should be available wherever your customers are.

And here’s the best part: omnichannel bots can follow up across platforms. Say someone asks about a product on Instagram, your bot can send them an email or ping them on WhatsApp later with a cart reminder. That’s the kind of smart selling ecommerce chatbots make possible.

Visual search

Shoppers now prefer visuals over words. Instead of typing descriptions like “puffy white winter coat”, they can upload photos or browse platforms like Pinterest.

An ecommerce chatbot with visual search lets users upload an image to find similar products. They don’t need specific keywords, they can just show what they want and receive better results. A chatbot can also help overcome language barriers and make shopping more intuitive.

Custom analytics

Launching an ecommerce chatbot is just the beginning as what matters is how it performs. With custom analytics, businesses can track how often the bot shares issues with human agents.

They can also see what actions the bot takes through APIs integration, such as pulling data from a CRM. Businesses can track which channels the bot uses for follow-ups. They can also monitor how frequently the bot triggers coupons after cart abandonment.

These insights help fine-tune the chatbot. This makes it more efficient and effective over time. Ultimately, it drives better customer engagement and leads to a higher return on investment.

Need expert guidance on building an ecommerce chatbot and integrating these top features? Contact Forbytes, and we’ll show you how to enhance your online store.

Best Practices of Using Chatbots in Ecommerce

Ecommerce chatbots can make customer interactions smoother and faster. To make the most of them, here are some simple tips from our team:

• Make communication clear and quick: Your chatbot should use simple, clear language. Avoid jargon or complicated terms. It should answer questions instantly, giving swift solutions.
• Give your bot a human touch: Even though a chatbot automates tasks, it should still feel personal. Program your bot to match your brand’s voice and use everyday language.
• Personalize interactions: Tailor your chatbot’s responses to each customer. Use their name and suggest products based on what they’ve shown interest in. A personalized experience can increase engagement and boost sales.
• Keep your bot updated: Regularly check how your chatbot is doing and make updates. As your business grows, your chatbot should grow with it. Update its responses and improve based on customers’ feedback.
• Use chatbots beyond support: Chatbots can do more than answer questions. Use them to suggest related products, share deals, or announce new items. You can also collect data on customer preferences to improve your marketing and sales.

By following these simple tips, your chatbot can become a powerful tool for better communication and business growth. These practices will also help you use your chatbot more effectively.

Best Real-World Examples of Ecommerce Chatbot Implementation

Ecommerce chatbots can help you get more leads, guide your customers faster, and make your store easier to use. Let’s check out some of the best on-the-shelf chatbot tools that can help you do all that and more. So, if you don’t plan a custom chatbot, you can choose the one that fits your store best.

Tidio

Tidio is a user-friendly chatbot platform designed to help online stores automate support and boost engagement. With its AI-powered assistant Lyro and easy drag-and-drop chatbot builder, Tidio helps businesses respond faster and improve the customer experience.

With Tidio, you can:

• Automate customer support using AI
• Set up chatbots with ready-to-use templates
• Use Lyro to answer common questions like a human
• Integrate with Shopify, WooCommerce, and CRMs
• Create custom workflows with triggers and actions
• View customer data and chat in one dashboard

Why choose Tidio?

Tidio is great for online stores that want fast setup, smart automation, and live chat all in one. It’s perfect for small to medium businesses that want to save time and improve customer service without coding.

Why Tidio may not be the best solution?

Tidio works best for smaller teams. Its pricing can go up quickly if you need more features. Plus, some advanced options are locked behind higher-tier plans.

Chatfuel

Chatfuel is a chatbot builder created for social media messaging. Using a visual editor without coding, it helps businesses build bots for Facebook Messenger, Instagram, and WhatsApp.

Businesses using Chatfuel often see better engagement and faster customer support on social platforms.

With Chatfuel, you can:

• Create bots using drag-and-drop blocks
• Automate replies on Facebook and Instagram
• Send promotions, updates, and order info
• Integrate with tools like Shopify and Zapier
• Track performance with simple analytics

Why choose Chatfuel?

It’s a great choice if your customers reach out via social media. The setup is quick, and the platform is easy to use. It’s ideal for small businesses that rely on Messenger and Instagram for customer service and sales.

Why Chatfuel may not be the best solution?

It’s limited to social media platforms and doesn’t support advanced AI features. If you need an ecommerce chatbot across your website, email, and apps, you might want a more flexible tool.

ManyChat

ManyChat is a chatbot platform focused on social media and ecommerce automation. It helps businesses connect with customers through Messenger, Instagram, SMS, and more. Plus, it makes it easier to recover carts and close sales.

Online sellers using ManyChat report improved click-through rates and better campaign results.

With ManyChat, you can:

• Set up bots for Messenger, Instagram, and SMS
• Use QR codes and ads to bring users into chats
• Automate abandoned cart reminders and order updates
• Segment users for personalized campaigns
• Integrate with Shopify and Facebook Ads

Why choose ManyChat?

It’s perfect for ecommerce brands that market heavily on social platforms. ManyChat helps you follow up with leads and sell more without needing to be online 24/7.

Why ManyChat may not be the best solution?

Analytics is basic, and integrations are limited compared to more advanced tools. It suits businesses focused mainly on Messenger and Instagram, not those needing full omnichannel support.

You’ve seen some great chatbot options out there. But why not build your custom ecommerce chatbot? By learning from the downsides of existing tools, you can create something that fits your business perfectly.

Need help? Get in touch with our team. With our ecommerce experience, we’ll help you build a chatbot that works for your goals.

How to Integrate an E-commerce Chatbot into Your Store

Chatbots aren’t just a trend. When done right, they help you support customers faster, boost sales, and save time. But where do you even start? Buy one? Build one? What features do you need?

If you’re a retailer or ecommerce owner, here’s our guide to help you choose, launch, and grow a chatbot that works for your business.

Step 1: Define what you need

Don’t get a chatbot just to have one. Define your needs and goals. Ask yourself:

• What do I want it to do?
• Where will I use it (store, Instagram, Messenger)?
• What tools should it connect with?
• What problems will it solve for my customers?

Set clear goals and list must-have features before you even start thinking about the integration of an ecommerce chatbot.

Step 2: Find the right fit

Once you know what you need, look at chatbot tools and development teams. Use trusted sources like Clutch or G2 to compare vendors, reviews, and pricing. If you’re stuck, get expert help to build something custom.

Step 3: Train & test it

Rule-based bots need you to set up questions, answers, and actions. AI bots need data like FAQs, chat logs, support scripts.

• Test your ecommerce bot with real questions
• Make sure it sounds like your brand
• Set up hand-offs to a human when needed
• Integrate it with your CRM, store, or support tools

Step 4: Track the results

Use chatbot analytics to check:

• How fast chats get resolved
• How many chats get completed
• What customers say about their experience

We recommend using built-in dashboards or connecting third-party tools for better insights.

Step 5: Keep improving

Monitor how people use your ecommerce bot. Check support tickets, collect feedback, and see what users say online. Use that info to:

• Improve your conversation flow
• Fix issues
• Make your bot more helpful

A good ecommerce chatbot helps your customers and grows your store, but only if it’s done right. Plan, test, and keep improving to get real results.

Need help? Let’s build one that fits your ecommerce goals perfectly.

Forbytes – Your Trusted Partner for E-commerce Chatbot Integration

Integrating a chatbot isn’t just about automation. It helps your customers get faster support. With an ecommerce chatbot, you’ll make shopping easier. It keeps your store open 24/7. A well-made chatbot can boost your sales, lower cart abandonment, and make your clients happier.

At Forbytes, we help ecommerce companies build and integrate smart, effective chatbot solutions tailored to your business needs.

Whether you want to customize an on-the-shelf tool or develop a chatbot from scratch, our team is here to support you with expert ecommerce development services.

Ready to create a chatbot that works for your business? Let’s talk.