How a chatbot makes your webshop stronger

That consumers these days no longer buy only between nine and five is obvious to every webshop. Being always reachable for questions and advice is, however, far from a given. Consumers expect customer service outside office hours too. This can often be decisive in whether or not a purchase is made. Many webshops struggle with this: on the one hand a customer service reachable 24/7 is costly, on the other hand not being reachable costs the webshop turnover. That has to change and that is why Watermelon developed the solution: the webshop chatbot that helps your customers further and ensures conversion optimisation.

A personal assistant that collects leads for you

The customer service chatbot is a personal assistant that can deal with your customers straight away and is always reachable. That is important, because if a customer has not had an answer within five minutes the chance is small that you will get in contact with them at all. To be precise, this chance is already ten times smaller than when someone responds to the customer's question straight away.

Did you know that besides answering various questions a chatbot can also give advice? It can lead customers to the most relevant products and so raises the webshop's conversion. This is how Hunter Douglas deploys their chatbot Lilly, for example. Lilly helps website visitors find the right products or the right dealer. This means they no longer have to search themselves and arrive straight at what they are looking for. Chatbot Lilly is a valuable addition to the Hunter Douglas team; at the moment she delivers no less than five new leads a week!

Remarkably little use is made of chatbots, despite the fact that this smart means of communication leads to higher conversions.

Chatbot tackles the problems of traditional customer service

The research ‘2018 state of Chatbots’ shows that only 15 percent of the consumers surveyed had come into contact with a chatbot in the past year.
A low percentage in comparison with contact by telephone (60 percent email (60 percent) or contact forms via the website (54 percent). So why should you nevertheless start thinking about a customer service chatbot for your webshop?

That same research also shows that the most common frustrations are with contact via telephone, email and via the website. The frustrations are: navigation problems, not getting an answer to simple questions and the impossibility of finding simple questions. That happens to be precisely the potential of chatbots. Chatbots tackle all these annoyances. A customer service chatbot can offer help at two in the morning too with navigating the website or checking delivery information.

Relieve your staff with a chatbot

Chatbots are well on their way to becoming an unmistakable part of customer service. Besides the advantages for consumers, this personal digital assistant also relieves the customer service staff. Chatbots can request information in advance, for example, such as order numbers and contact details. That can be done via the website, but also via Facebook Messenger, Telegram and WhatsApp, for instance. The customer service agent can then focus straight away on the customer's specific question.

That way the same customer service agent can serve many more customers. Besides a rise in turnover, customer service also works far more efficiently!

Would you like a lead-generating Lilly too?

Are you curious about how such a personal digital assistant works? Or would you like to know how a customer service chatbot can raise your webshop's conversion? Then get in touch with us; we would be happy to show you how we deploy chatbots to raise our customers' turnover!

Would you like to know more about how to deploy chatbots successfully? Download the free whitepaper by clicking the button below!