In the fast-growing e-Commerce world, providing the best customer experience is one of the necessary things. Users today expect personalized interactions, immediate response, and a hassle-free journey from login to order placement.

AI Chatbots are powered by Artificial Intelligence, machine learning, and natural language processing. These tools help in engaging customers easily and converting sales. In this blog, we will explore how AI chatbots in eCommerce mobile apps enhance customer experience, their functionality, the benefits they provide, and why eCommerce businesses should consider implementing them.

Why Customer Experience is important in eCommerce Mobile apps

Let us explore why customer experience is crucial in e-commerce mobile apps.

People using online platforms for shopping will have low tolerance – confusing navigation, slow response time, and unclear product details will result in poor reviews.
Since eCommerce platforms have more competitors, the user experience that you are giving should be good and engaging.
Good customer experience results in higher average order value, increased conversions, better lifetime value, and stronger retention.
Users expect easy search, intuitive behaviour, easy checkout, and support while using the app.

AI-based Chatbots in the eCommerce Context

AI chatbots are software agents that are embedded in mobile apps and websites. It uses AI techniques and provides answers to user queries.

Chatbots will greet users when a user enters the app or website
It asks users if they need any help in terms of product suggestions, finding products, tracking orders, and assisting in checkouts.
It may also connect to CRM inventory, the store’s backend, order status, and browsing data.

Ways that AI chatbots improve Customer experience

Instant and 24/7 support – One of the main benefits of chatbots is that they can work continuously without shift times, no sleep, and no time zone changes. Research says that 24/7 support is the best chatbot feature. Chatbots can answer routine questions like order status, return details. This makes customers happy.
Handling scalability, high columns, and consistency – In holiday and peak times, the volume of customer enquiries spikes. Chatbots shine during these times. Concurrently, chatbots can handle thousands of conversions. They offer consistent responses with the same quality, irrespective of mood and shift. Chatbots help in reducing the support cost. They focus more on reliability and efficiency.
Personalization – Chatbots will offer more customized product suggestions to customers based on their cart contents, browsing history, and product views. Using customers’ data, the bot can address customers by their names, speak in their preferred languages, remember their product preferences, and adapt to their location. Personalized experience encourages emotional connection.
Proactive engagement – AI-based chatbots don’t wait for the customers to initiate; they can proactively engage with the users. If a customer stays for a long time on a product page, then the chatbot can ask for help if they need any. Boosting the order value by gently pushing the complementary products to the users.
Reduced friction and streamlined flows – E-commerce mobile apps offer face unclear returns, complex checkout, and switching between channels. Chatbots help these operations go smoothly. They can guide customers through checkouts or queries inside the chat. Chatbots integrate with backend systems for returns, order tracking, and queries so that users do not need to wait for a long time.
Feedback and Data Collection – The insights collected by chatbots help in improving customer experience. Chatbots log interactions- where they hesitate, what questions customers ask, and what product lines are confusing.

Real World Impacts

Some of the interesting stats are,

As per OChatbot, the revenue is increased by 15 to 35% by using AI chatbots in eCommerce platforms.
Around 80% of repetitive questions are automated by Chatbot, thus offering more consistent answers to users and reducing agent burnout.
As per Sobot, businesses have around 12% of conversion improvements during high-traffic periods.
Chatbots help in conversions, lead generation, multilingual support, and personalization for regional customers. </

How AI Chatbots Enhance Customer Experience in Ecommerce Apps

Why Customer Experience is important in eCommerce Mobile apps

AI-based Chatbots in the eCommerce Context

Ways that AI chatbots improve Customer experience

Real World Impacts

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