Survive the holiday ecommerce support surge with chatbots

Chatbots for ecommerce

The festive season is a time for giving, and that means people worldwide scurry around looking for the perfect gifts for their loved ones. Since ecommerce provides a fast, effective, and hassle-free shopping experience, it has become the most preferred shopping option for many.

That’s good news for ecommerce business owners, but not so much for the customer support teams. To them, the holiday season means an onslaught of customer queries both day and night, each requiring personalized attention to ensure successful conversion.

So how can your ecommerce support team get ready for this and while still spending some special time with their families?

The answer is simple: by using a conversational bot—an intelligent virtual assistant that understands your customers’ questions and can provide effective and instant answers.

Chatbots for ecommerce

The majority of customer support questions—order status updates, tracking information, and delivery schedules—can all be handled by a chatbot, allowing your team to operate at more manageable levels and take some time off.

That’s just one of the benefits of using chatbots. Here are a few more roles a bot can take on to make this holiday season less taxing.

A gatekeeper for incoming chats

Chatbots aren’t a replacement for real human interactions, but they can filter incoming chats by proactively asking questions, gauging the urgency of the issue, and assigning them to the right customer service representatives. This way, your team can prioritize the most critical ones.

Besides saving your team precious time, this also reduces rerouting. In case of any inevitable reassigning, this ensures your customers won’t have to repeat themselves when they talk to another representative.

Your first line of defence against angry customers

It’s quite common for shoppers to pass the stress of holiday shopping on to customer service teams. Fortunately, a chatbot is immune to such encounters and can be a helpful line of defence to protect the team against negativity, thus keeping them motivated.

A data-driven gift adviser for your customers

Coming up with gift ideas is the most stressful part of holiday shopping. A chatbot can ease your customers through this stage. Once a customer lands on your website, your chatbot can ask questions like “Who is this gift for?”, “How old are they?”, “What’s your budget for the gift?”, and more.

It can then provide product recommendations based on the website footprint and purchase history of previous customers, along with links to the respective product pages. This added convenience keeps customers coming back to your site for future purchases.

Here’s a sample script for a similar use case that you can tweak to your needs.

Your virtual assistant in every sense

If your team has to take over and complete follow-up tasks after every conversation the bot has, it defeats the whole purpose of having a virtual assistant. Integrate your bot with your stack of apps and databases so it can schedule and perform actions like pushing a visitor’s details and purchase history to your CRM account, assigning complex issues as support tickets, scheduling returns and refunds, and more.

Wondering how to set up a bot that does all this? Don’t fret!

With Zoho SalesIQ‘s enterprise-ready bot platform—Zobot, you can build a chatbot in less than five minutes with minimal coding knowledge. Zobot comes with 15+ pre-built bot templates that cover the most common business use cases. All you need to do is tweak the code, language, and tone of your bot.

Now, if you do happen to be a coding guru, there’s no limit to what you can achieve with Zobot.

Here are some key highlights of Zobot:

  • Deeply programmable to achieve near-human capabilities

  • Secure integration with a wide range of cloud-based applications

  • Works in tandem with major AI assistants like Zia, Dialogflow, IBM Watson, and more

  • Supports a wide range of input formats

  • Easy to switch to and from human operators

This holiday season, let your team sit back and relax while Zobot does the heavy lifting!

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