As mentioned in best practice #39, your shoppers expect a quick response when they need help. 31% of people surveyed in the study expected an immediate response.
A chatbot provides an instant response, and thus gives additional time for a human service agent to jump in if needed.
It’s also a great place to provide a discount and capture their email.
One of the members from my Ecom Convert group got a significant increase as, seemingly, a result of adding a live chat and chatbot:
30% increase despite lower investment in Facebook ads
I optimized the website but even before the website became totally different, the chat bot was the only significant change. The website was only updated towards mid-end of March
The 30% increase is a direct result of the live chat
Then I asked him about the Covid pandemic and perhaps it being a factor. Here’s his response:
I highly doubt the pandemic caused the increase. These products are used by gym rats mainly, and gyms are closed
Also before the pandemic I’ve seen an increase.
I remember being in my real estate office & answering the live chat there (before the government decided we weren’t an essential service).
The main thing that caused the 30% increase is the “It’s nice to see you’re back! We have a gift for you. Here’s 15% off on today’s order”