Best Practice Screenshot showing a bed What the best practice does right. Promotes trust badge prominently and visibly (sticky). CHATBOTS Chatbots are a new thing and the first helpful integration of AI into ecommerce that shows promising results. They provide a sort of customer service that goes beyond Q&A and gives a feeling of talking to another person instead. There are different kinds of chatbots: some have very fixed response patterns. Others use machine learning to provide a more flexible (and real) experience. Some work on messengers like Facebook, Slack, or SMS; others work right on the product page.
However, chatbots can also be a trap for brands if they have poor implementation. A few cardinal sins to avoid are: Not disclosing that the customer is talking to a bot. Only providing a fixed sequence of answers. Not redirecting customers Telemarketing list to a human being when a bot can’t help further or gets stuck. On the other hand, a well-done chatbot can be entertaining (see screenshot below) and provide value. Screenshot showing an eCommerce chatbot Poor Practice. What the worst practice does wrong. Chatbot is a just a series of choices, not a conversation.
Best Practice Screenshot showing ecommerce products What the best practice does right. Make it easy to communicate with the chatbot about the specific product you’re looking at. That provides context and removes friction from the experience. Your chatbot should be able to reply to more than predefined questions. By using AI (at this point it’s a matter of investing into a good solution: for enterprise companies. I recommend Conversable, for smaller companies Dialogflow. For B2B companies Drift) In case of a problem, i.e., a question the bot can’t answer, the user should be able to get in touch with