Methods to create a chatbot for e-commerce
An e-commerce chatbot gives you the ability to connect with new, existing, and potential customers via real-time text messages without actually providing (and paying for!) A live person.
Through carefully scripted conversations, your brand can provide support, information, and resources to your customer base around the clock.
Like any conversation, chatbots are a one-way street – and there are benefits for brands and users.
Customers (or potential costumes) can find information quickly without waiting for a human. And you can pull customers through the sales funnel without interacting with them directly.
Chatbots use artificial intelligence more than any other technology and can help you:
- Identify and nurture qualified leads
- Provide customer service and support
- Interact with past customers including providing shipping and return information
- Collect feedback on the customer experience
- Recommend related products to increase sales
If you're looking for a way to build a real relationship with your audience, improve customer service, and even increase sales, chatbots should be high on your priority list.
Today I'm going to explain exactly how to create and run a chatbot for your ecommerce store from start to finish.
The good news is that it's probably a lot easier than you think!
What is the goal of your ecommerce chatbot?
By clearly defining your goals, you can avoid distractions and focus on the results.
Chatbots for e-commerce are a powerful sales and marketing tool. Before you start, you should know what you want your chatbot to do for your business.
Here are some more features to consider before getting into building your chatbot:
- Where should the chatbot be located?
- What other platforms like social media would you like to connect to?
- What information would you like to make available to your customers?
- What are your customers looking for when they interact with your chatbot?
- Would you like users to be able to request and connect with a living person?
- How does your chatbot fit into your overall marketing strategy?
Knowing what you want, at least initially, will be an efficient way of building your chatbot without getting distracted by the myriad of possibilities chatbots can offer. (Seriously, they can do a ton.)
I highly recommend considering the power of Facebook Messenger when it comes to chatbots. Well over a billion users use Facebook Messenger every month, so interacting with your brand can be seamless.
Messenger can give you valuable user information like name and location to help you find what they want – and ultimately move them through your sales funnel.
One of the most useful tools for starting a Facebook Messenger chatbot is Manychat, which we will get into below.
Create a chatbot
Yes, it is possible to integrate Facebook Messenger directly into your website. However, a third-party chatbot program gives you the ability to set up automated conversations through scripts, answer frequently asked questions, or assist customers without human interaction.
Each program has its own interface and a step-by-step plan for actually creating your bot. Therefore the instructions may vary.
Not only can you create a chatbot for your e-commerce, but customers can also subscribe to your content through this platform. So when you publish a blog post with a sale or a new product, it will be redirected straight to your Facebook Messenger app.
How to set up a chatbot
- Choose the platform you want to work with. I'll walk you through Manychat, but there are several other options including Chatfuel, Botsify, and Mobile Monkey. I chose Manychat as an example.
- Sign in from their website with your Facebook credentials.
- Give the chatbot program access to your Facebook page.
- Include some basic information about your company and your goals.
Now is the time to start creating the chatbot content, including broadcasts (like email explosions) and conversation flows. This is complex, but only needs to be set up once.
Go to Automation in Manychat to see your options for different flows or sequences.
When creating a chatbot for e-commerce, scripts must be written that address, train and serve your customers.
You can start working on these standard messages; B. The welcome message, which contains your brand information and a warm greeting.
Now is the time to create flows that simulate real conversations with your customers and allow them to interact with your brand.
The best option to build flows in Manychat is the Flow Builder. This is available as soon as you open and name a flow.
You can stay in Basic Builder mode or click on “Go to Flow Builder” in the upper right corner.
This gives you a visual representation of your conversation flow. This is very helpful in making sure you don't miss a thing. Add more dynamic steps to simulate the conversation you want your visitors through.
How to build flows
- Add triggers. What will this conversation begin? When you hit "Add Triggers," you'll get dozens of options from subscriber opt-ins to keyword triggers to pop-ups on the side of the screen. Choose the one that makes sense for the purpose of this flow. How will the customer start this conversation?
- Add text. It's time to start the conversation. A warm "Hello, how can I help you?" is good. An introduction to your chatbot personality or brand is also an excellent place to start.
- Go on. The conversation has only just begun! Add images or galleries with choices. You can select "User Input" in the Manychat Pro version to allow customers to choose from different options to respond with. Here's a quick rundown of some of the button options you have for each message.
Review your customer service logs and plan conversations based on the most common questions customers or prospects ask.
6 tips for creating an effective chatbot script
Your script is the most important part in creating an effective chatbot. Here are some tips to make sure your script is up to date every time.
- Start with a welcome message: Remember that you are simulating a conversation. If a real person came up to you and talked about a sale, it would be a little strange. Start with a "hello" and perhaps an offer of help or some other gentle opening.
- Provide a main menu: Provide this option early in the sequence so customers can quickly find what they need and return to the menu when needed. Use a gallery view and add pictures and links to basic information on your page.
- Use personalized text tags whenever possible: If you can use a merge tag to put in the client's name or other personalization, it can make you sound more human. But be careful, because an overstatement of personalization can be perceived as a fake.
- Think like the user: When planning the flow of conversation for your chatbot, think of it as a flowchart with different options leading to different options. If they say that, you say that. And so on. However, don't lose sight of your ultimate goal of closing a sale or getting a registration. Make sure that each path leads to a goal or other engagement, such as: B. to subscribe to or speak to a living person.
- Add a Buy It Now option: If you want to increase sales, customers can easily convert with a buy button. It is important that you can shop directly on Facebook Messenger.
- Get the option to unsubscribe: Give users the option to turn off communication, either using the unsubscribe button or using a keyword such as "stop". Give the directions early in the communication.
Should I use ecommerce chatbot templates?
You can use templates to help you set up flows even faster. These templates can make creating the chatbot script easier.
Relying on the templates is tempting – it could save you so much time!
But be careful. If you rely too heavily on templates, your conversations may feel fake and stilted. I recommend using them carefully – but remember that you know your customers best.
Consider reviewing abandoned cart templates and out-of-stock cart templates specifically for ecommerce.
These can help you increase sales to an already interested crowd.
This is what the ManyChat starter template looks like in a simulation:
Remember to use these templates as a starting point. Dive into customization options, from images and text to unique flows, to make sure the interaction sounds natural and is authentic to your brand.
Make any necessary updates to make sure you don't sound like someone else or too robotic.
Build in natural properties
When we write text, we move at a certain pace as fast as our fingers or thumbs can type. It is important that your chatbot moves with the same rhythm, otherwise it can become too robotic or intrusive.
Here are some tips on how to make your chatbot more natural:
- Keep the news short. Use a string of two or three messages instead of a long section of text that is visually overwhelming for the customer.
- Take breaks between messages. In this way, the familiar three dots can be animated so that customers can take a break between texts and simulate a more human interaction.
- Add links and photos in a way that feels human, rather than a deluge of content. It should feel like, "This is probably what you're looking for," not "This is our full menu to choose from. See something you like?"
Test your chatbot for e-commerce
When you start setting up conversations in your ecommerce chatbot, the best thing to do is test the chatbot to make sure that conversations feel natural and that interactions work as you expect. There are several ways that you can test your flows to make sure they are working:
Set up a test Facebook page
Create a new Facebook Page to use internally for development. Then link your chatbot program account to this page in addition to your brand's pages.
Use this test page to conduct all of your development of flows, broadcasts, and other experiments.
Then you can log into Facebook Messenger and see them live for yourself and ask other team members to simulate customer interaction and make sure things look and work right.
Use the live graphics of the program
If it's available, try the live visual simulator so you can see your flows play out in real time. Watch this with care and a customer's eye. Do things happen evenly? Does it feel natural or like a sales boost?
Integration of your e-commerce chatbot
One of the great advantages of using a chatbot program is that you can take advantage of the widget tool and embed your chatbot on your website or other online locations.
Where can you take customers to interact with your chatbot? Here are just a few ideas:
- A pop-up window on your website asking customers if they need help
- A subscription button to receive your newsletter or your sales figures via Messenger
- Registration for virtual or personal events
These "triggers" can set up conversations with users that allow them to sign up for your chatbot and provide you with customer information.
Available programs provide a number of widgets or buttons with snippets of code that you can paste into your website's code.
There are tutorials available. However, if you're not sure, you can hire a web developer for this quick project or hourly.
Conclusion
By creating a chatbot for ecommerce, you can take your sales to the next level.
This not only gives you access to highly qualified leads, but can also position yourself as a resource and knowledge base. An ecommerce chatbot is a great way to build a relationship with your customers and ultimately build loyalty.
With one of the integrated systems you are only a few clicks away from retaining your customers, giving them valuable information and increasing sales.
Don't lose sight of your brand message and voice while building. Stay tuned to who you are as a company and you are well on your way to creating a chatbot that sounds authentic to your unique point of view.
How can you use a chatbot for your ecommerce site?