The days of providing customer service via an 800 number are ancient history, especially in eCommerce. Consumers expect to reach customer service via phone, email, the company website, and social media. With some many channels to cover, how can you provide good customer service on all of them? Artificial Intelligence can help.
Artificial Intelligence runs the gamut from very basic such as a chatbot to extremely sophisticated decision-making capabilities like those used in driverless vehicles.
If you’re running an online store, the level of Artificial Intelligence you will need will vary depending on how many SKUs you have and the level of sophistication of your overall organization. However, every single online store can benefit from using the most basic forms of Artificial Intelligence – the chatbot.
Chatbot, short for chatterbot, is an artificial intelligence (AI) feature that can be embedded and used through any major messaging applications. There are countless chatbot plugins and apps that can be integrated into your eCommerce store. You can also set-up a basic Chatbot on your company Facebook page to handle the most Frequently Asked Questions.
A Chatbot elevates the customer experience because shoppers can quickly get answers to their questions. Also, studies have found that younger shoppers from Millennials on down prefer chatbots and online support to telephone support.
If you want to start using AI to up level your customer service experience, consider a chatbot and follow these easy steps.
- Make a list of the most Frequently Asked Questions. Make it a long list and be as detailed as possible. Next prioritize the questions in order of most asked to least asked.
- Identify any questions that could result in multiple answers and make a decision tree to offer the proper response. For example, someone may type in the word refund and your chatbot could respond “Would you like to learn about our refund policy or request a refund?”
- Find the pages on your website that answers each question. If you have a FAQ, but the answer cannot be found on your website, create a page that contains the answer. You can have answers to multiple questions on a single page called FAQs. When you provide a hyperlink to the answer on the page, be sure that the link goes to the specific spot on the page that answers the question.
- Load the question as well as the corresponding answers to your chatbot. Keep your answers short and polite.
- Test your chatbot.
Finally, while it is tempting to set it and forget it, don’t let your chatbot get stale. Update the information as needed and expand the information contained in your chatbot.