Top 5 Questions Customers Ask eCommerce Chatbots

It’s no secret that most customers are shopping from their phones more than they are shopping in brick and mortar stores. As an eCommerce business, this is great news for you, since your customers are already shopping online. The bad news is, you’re less accessible to your customers when they have a question which can cause you to easily lose potential customers or retain current ones.

Chatbots are one of the best ways to ensure your customers not only have easy access to your customer service team but also stay well-informed about your product or services. This is especially important during non-business hours, or for times when customers don’t want to wait too long for a response. Chatbots are becoming a preferable way of communication among online shoppers as they know they are a great source of instant information.

In order to ensure your chatbots are functioning at their highest ability, you’ll need to anticipate your customer’s needs. Much of the information you’ll need can be found in the analytics and customer data provided by your chatbot service. Re:amaze, for example, provides comprehensive customer data that can be used to better your customer service offering and your chatbot responses.

While each brand’s top questions will vary, there are some common questions customers tend to ask most regardless of your industry or product or service offered. Here’s 5 of the most commonly asked questions of eCommerce businesses.

1. Where’s My Order?

Asking the status of a product delivery is the most commonly asked question of eCommerce businesses. Even if you send out delivery or shipping updates, it’s still a question commonly asked by shoppers. Instead of making customers search their email, find the shipping confirmation and tracking number, and navigate to the shipping carrier’s website, you can equip your chatbot to quickly locate their order and provide live shipping updates. This is a great practice to implement since customers are more commonly choosing to go to the business’ website and navigate to the chatbot to get this information due to the simplicity of the action. The Order Bot from Re:amaze can help customers find their latest order status without involving one of your employees. This bot works with Shopify, BigCommerce, and WooCommerce.

2. What’s Your Refund Policy?

Inquiries regarding returns, refunds, and exchanges are common questions for any business whether eCommerce or brick and mortar. For online businesses, these questions are easy to automate and can save your customer service team hours upon hours of time and make them more efficient. Additionally, getting customers the answers they are looking for quickly and managing their expectations regarding your business policies can help to improve both the customer experience and their impression of your brand.

3. Product Specific Information

While this one isn’t a specific question, typically there is one specific question for your industry or type of product. If you sell makeup for example a common product question might be “are there parabens in your makeup?”. For those selling clothing, a common question may be about the material or type of fabric being used to make your clothing.

Whatever that specific question is for your brand, your chatbot should be equipped to respond to it. A great way to do this is to utilize an FAQ Bot that can respond to such questions. The Re:amaze FAQ chatbot has the ability to learn from Re:amaze FAQ content and help customers automatically when a matching question is asked.

4. Do You Offer Any Discounts or Coupons?

This next question should come as no surprise, for any business selling a product or service. Customer inquiries regarding upcoming sales, promotions, or discounts are extremely common. Your chatbot can utilize the FAQ section of your website to respond to these questions, but there’s another great opportunity here for your brand to encourage users to share their email address or mobile number with your brand. By prompting customers to sign up you can ensure them they’ll be first to know about future discounts and promotions.

5. I Have a Problem — What Do I Do?

‍The last most commonly asked question for eCommerce brands revolves around problems with a customer’s order. This can range from anything to having difficulty with your service to a product arriving damaged. Your chatbot can provide basic information about returning a damaged product, or if necessary have the ability to escalate the issue to a live agent who can help resolve more complicated issues.

Implement Chatbots in Your eCommerce Site Today

If you haven’t already, now is the perfect time to implement chatbots in your eCommerce website.

Whether your customers are inquiring about shipping costs, product availability, delivery updates, or product issues your chatbot can help guide them quickly through every step of the process by offering personalized service, and instant answers.

‍Contact us today to schedule a demo and learn more about how the various chatbots from Re:amaze can improve your customer service offering for your eCommerce store.