E-Commerce Chatbots: 9 Examples That Increase Sales and Revenue Conversational Commerce Strategy Jumper ai Blog

ecommerce chatbot case study

Here are 12 chatbot case studies that prove ROI and show the success of AI. This is a bot that asks a simple array of questions that lets the bot fire an API request on RightMove to fetch results and display. A little NLP and spelling mistake detection was used for better detection of local names. Pre-screens the patients based upon the symptoms, thereby setting an appointment with the appropriate doctor automatically in a hospital of 40+ doctors. The final price payable will be calculated accordingly — and based on that the user will proceed to the payment page or give cash on delivery. To help prioritize the issues, I used a 2×2 map to help rank the category of issues by how important they are to the business (x-axis) and the users (y-axis).

They’re always available and never get tired of answering the same question. FAQ chatbots can answer questions, and push customers to the next step in their user journey. Sephora stores, both online & offline probably can leave customers overwhelmed by its huge variety of products. One of the main business achievements of the Sephora chatbot is a huge increase in teens’ engagement, which created a truly unique experience. Conversational AI allows in customer support chatbot development service for eCommerce that can help your brand to deliver exceptional service and an excellent experience.

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Our complete suite of digital engagement channels comes with an conversational AI-powered virtual agent that’s specifically designed to provide humanized support. The user chooses from predefined responses (e.g. deliveries, returns), and the bot directs them to where they can find the answer on the Levi website. To complement its ecommerce store, the multinational clothing retail brand H&M developed a chatbot for the messaging platform Kik. Demonstrating lots of different use cases, they’re all great examples of how chatbots can be used across a wide range of online businesses to achieve different goals. To get the most out of a customer support bot, it’s best used alongside human-powered channels like live chat and video chat.

If not handled smoothly, a bad refund experience can result in dissatisfied customers. On the other hand, a hassle-free and quick refund experience can be extremely rewarding in the form of improved retention rates and long-term loyalty of customers. Customers can directly browse through and place orders from the WhatsApp chatbot itself, eliminating the need to take them to a different platform thus increasing the probability of the sale. It would be surprising to find anyone today who hasn’t heard of WhatsApp.

Ecommerce Chatbot Use Cases

By giving doctors helpful support, chatbots can also have a big impact in the field of medicine. These intelligent systems can talk to patients, learn about their symptoms, and then transmit the information instantly to doctors. Pandorabots lacks a major feature of other frameworks — machine learning. However, it positions this as a benefit, as machine learning tools tend to experience performance lag the more intents it keeps.

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It generated a ton of engagement for HelloFresh, with 2.4k likes, 61 shares, and 365 comments — meaning 365 new users in their bot. The correct answer was “Traffic,” and anyone who commented received a message from Freddy almost instantly. Here’s an example of how HelloFresh used this feature to promote their Black Friday offers. One of the most efficient ways to get people engaging with your chatbot is to use Chatfuel’s “Acquire users from comments” feature.

Personalized Customer Experience

In response to this rise in inquiries, Eureka Forbes sought a quicker and more effective method to manage customer queries. Eureka Forbes Limited, a prominent health and hygiene brand in India, has a long-standing history dating back to 1982, during which time it has garnered over 20 million contented customers. EBay Canada is the Canadian branch of the global online marketplace, eBay, offering a platform for the buying and selling of a wide variety of goods. It connects millions of buyers and sellers across the country, enabling transactions in categories ranging from fashion, electronics, and collectibles to automobiles and real estate.

One of the major reasons for the surge is better customer experience. With the ease to order anytime, easy tracking and hassle-free shopping customers are ready to pay the price. Moving forward, customers would reach out to e-commerce brands on social media platforms such as WhatsApp or Facebook and place orders directly through chat. Some customer inquiries may fall through the cracks when an online retailer relies on the call center team to handle them. Chatbots for retail industry professionals respond to every inquiry when it comes in.

What are eCommerce Chatbots? – eCommerce Chatbot Example

So, how have ecommerce companies been employing an ecommerce chatbot to enhance customer experience? The benefits of using an enterprise chatbot for ecommerce are largely focused around improving your customer experience. Here are just some of the specific advantages an ecommerce chatbot brings.

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38% of these live chat conversations were for forgotten usernames and passwords. That’s 76,000 ridiculously simple requests that had to be handled by a real person every month. Pandora, a renowned company with concept stores all over the world and a multilingual online shop, uses WhatsApp chatbot to offer customer service via one on one chat.

The chatbot reminds customers about their rewards, encourages redemption, and updates point balance. “This solution makes your online support more responsive and prevents the loss of time in searching for the history of the conversation with the client.” Reduce returns and foster happy, devoted customers by offering assistance with the fit, gifting, and choosing the correct product. Chatbots are mobile’s sleeping giant because they embrace the power of platforms. It manifests fundamental need of humans to connect and communicate.


With this in mind, let’s find out what the role of chatbots in e-commerce is and how they help brands in increasing customer acquisition, retention, and gaining customer loyalty. Why use chatbots, why are chatbots so popular, what value do they bring to online business? You’ve delivered excellent customer support and provided smooth purchase journeys. Take advantage of this and allow customers to spread the word with ease. Companies want their customers to recommend their products and services to their friends and family. And this is backed by science; for instance, people are 4 times more likely to buy when referred by a friend.

Here are a few examples of chatbot automation:

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ecommerce chatbot case study

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