A precise, quick, and practical answer is what your customers look for when they contact your e-commerce customer service. But delivering such a flawless response may not always be possible if you are talking about human employees. However, this is not the case with automated systems.
A chatbot can contribute a lot to your overall business with its unbeatable performance and incomparable precision. If you are still unsure whether to use a chatbot or not, then take a look at our discussion below. Here, we have mentioned the 5 perks of using a chatbot for e-commerce customer care.
These points can show you the side of customer service that just makes sense. Applying the following points to your existing e-commerce customer service can boost the sale well.
1. Reduces Customer Support Cost
Good things don't always have to be expensive. In fact, a better alternative can be cheaper. At least, this is the case with e-commerce customer service. If you do extensive research, you may find that chatbots can reduce the cost at certain points.
Firstly, a chatbot can cost as little as $50 a month, where a human customer service agent demands at least $25 per hour. This amount rounds up to $3500 a month for a single agent if they work 7 hours a day.
Not only this, you have to set up a workstation with an internet connection, and a computer for each worker. As a result, The electricity bill and internet bill can increase the overall cost by a lot.
The worst part is, even after investing all the money on human agents, you may not get the efficiency a chatbot can provide. This is why reducing cost can increase productivity.
2. Constant availability
An average person works for around 8 hours per workday. But, a customer doesn't maintain such a routine. They may need to contact your customer service at any point of the day. However, as your agents won't always be around, your customer may have to leave empty-handed.
You don't want that. Because disappointing a customer is the last thing you need. Being constantly available is the only solution in this case. But that's tough to manage with human agents.
So what do you do? Automating your customer service is the answer. Chatbots are software. They don't need rest or sleep. Your customer will have them by their side whenever they need. This availability will put a good impression on your business, and your company will gain the valuable trust of customers.
3. Instant Reply
Statistics show that 60% of customers leave the conversation if they have to wait for more than a minute. Unfortunately, a human agent may require up to 5 minutes to do their research in order to find the proper response. You probably realize how severe the effect of such delay can be.
The recommended response time for customer service is 30 seconds which is very improbable to achieve with a human employee. However, a chatbot can provide more than the requirement.
Chatbots can be designed to provide instant replies to any query of your customer. Such a response also shows that you value your customer's time. Here, at the same time, you are giving your customer a good experience and gaining their trust.
4. Engaging Conversation
A reason why many people tend to consider human employees over chatbots is the tone of the response. However, many modern chatbots imitate this attribute and talk empathetically as well. In fact, chatbots have the potential to generate more engaging conversations than humans.
One of the best ways of engaging a customer is by showing them the offers and deals they will like. However, finding out the best deal for a customer requires close observation of what the customer is conversing about. A human will take a long time identifying a customer's preference and finding the right offer for them. But a chatbot can do this instantly.
In addition, a chatbot can store the data of a previous customer and use that information to engage with an old customer in a more friendly manner. Chatbots' ability to remember and utilize crucial information can keep a customer engaged in a conversation for a longer time.
5. More engagement
The majority of online shoppers are millennials. Around 37% of the e-shopper are aged 25-34, and more than 60% of them prefer chatbots over human agents.
As millennials are the center of future e-commerce, you should arrange your business in accordance with their preference from now on. 14% of the people aged between 14-30 will just leave a conversation if confronted with a human agent. And this number is increasing day by day.
These numbers clearly imply that chatbot engages more customers in conversation. Such engagement paves the path for trust, sales, and customer loyalty. All these are much more valuable than the price you pay for your chatbot.
Almost 67% of the e-commerce site uses automated customer service mainly due to the perks discussed above. You probably have realized by now why chatbot can be a better option for your online business.
If you want to give it consideration, then give MyAlice a try. It is free to sign up and you can book a demo by clicking here.
Do you find yourself chasing down new customers because current customers aren't sticking around, and you need to keep your eCommerce business afloat? Is it a sustainable strategy to run your eCommerce business?
We hear you saying no because it actually isn't. It's time you need to focus on Customer Lifetime Value (CLV).
In this competitive narrative, you can't really go far by keeping on investing in getting NEW customers rather than keeping your OLD customers. What you really need to concentrate on is maximizing your revenue from your present customers. And this is where customer lifetime value comes into play.
According to Tim Cameron Kitchen- CEO of Exposure Ninja, "In order to increase your customer lifetime value, you need to pull two levers. One, increase the number of purchases. And two, increase the purchase value of each customer. And of course, a good business will have a combination of both of these levers."
We want your business to have high customer LTV. So we noted down a series of pointers that you could follow to increase your customer lifetime value and higher profits. Before we dive into the strategies, let's start with the basics.
What is Customer Lifetime Value (CLV)?
According to Omniconvert, "customer lifetime value (CLV) shows how much revenue a business can expect from one customer compared to how long the company predicts that customer will stay."
Customer lifetime value is an important metric for eCommerce brands to measure the average accumulating total of their purchase for some time.
Lifetime value helps you determine if your business will scale the ROI from marketing. It also helps you evaluate the retention strategy depending on how low or high your LTV is.
How To Increase Customer Lifetime Value
You can increase your customer lifetime value by either increasing your Average Order Value or Average Purchase Frequency. An increase in either of these metrics will rise Customer Lifetime Value. Apart from that, let's take a look at the other ways to increase CLV.
— Improve Your Customer Support
Treating your customer right is the core to increasing customer lifetime value. According to Tim Han, an international speaker and author from success insider - "treating your customers like family is the key to recurring customers."
Now we're not telling you to turn a blind eye to their red flags and keep on supporting them. But we definitely recommend you to go a bit above to give them special treatments. In fact, according to research from PWC, 86% of buyers are willing to pay more for a great customer experience. So enhancing your customer support is an absolute must.
A solid customer support strategy includes attention to the customer pre, mid and post-sale. Your customer support should cater to your customer at every stage of their buying journey. A great way to make sure your customer's queries are always answered in no time is by using an AI-powered chatbot. Having a live chat available can turn a customer question into a sale or complaint into a resolution. We recommend you check out MyAlice as their chatbot can actually automate your entire selling process from start to finish. And the best part is, MyAlice is completely free to sign up!
You need to make sure your customers are returning again and again for the delightful experience you provide.
— Send out occasional gifts
Who doesn't like free stuff? Especially when it comes as a surprise from a place you shopped from. We find ourselves leaning towards shops that offer great discounts or free goodies in most cases. And that's because this is a psychological trick that all of us fall for.
Lippincott's creative consultancy provided a scientific and psychological-based study called the "Happiness Halo" - proving exactly that. In the "Happiness Halo," the author stresses, "Appeal to customers' reason and they're yours for a day. Appeal to customer's emotions, and they're yours for a lifetime."
And nothing is more solid than sending gifts to appeal to your customer's emotions. It shows them that you care about them more than just a means of getting some sales.
We're not telling you to send out gifts 365 days a year to every customer for every purchase. But rather, identify your loyal set of customers and potentially loyal customers, and then send out occasional gifts to show them you care.
— Nudge Your Customers into Subscriptions
One of the most popular ways (that works) of increasing the number of purchases of your customers is by bumping them into subscriptions. They're one of the new trends of e-commerce. And they can be lucrative enough that we even see big names like GoPro getting into the subscription realm they previously didn't opt for.
You can nudge them into a subscription by displaying a subscription-biased pricing option of your product.
This basically means you will show the pricing option of a one-time purchase on one side. And on another, the pricing option is based on subscription. However, you need to show your customers how the subscription pricing will be more effective and profitable.
This will incentivize them to opt for the subscription rather than going for a one-time purchase.
Another way of getting your customers into subscriptions is by showing the subscription as the default purchase method. And if customers want to go for a one-time purchase, they need to click on that purchase method.
You can do to level up the subscription game by giving them an option to allow your customers to customize the time frame and the amount of product for the subscription. This way, they will not have too much stock of the product based on their lifestyle. And they are less likely to cancel the subscription altogether.
— Integrate Add-ons and Upsells
Another great way to increase the average order value of your customers is by adding add-ons and upsells. Big names like GoDaddy GoPro have been using this pricing strategy for years now, which has helped them generate more sales.
Everything that you throw at your customers before and after purchasing the products is for one thing - increasing the order value.
And therefore, there's an increase in customer LTV. Some of your add-ons and upsells features may seem annoying to your customers. But it's a genius idea for your business.
Since you are competing in a very competitive and price-sensitive space, If you want to maximize your customer acquisition, you need to maximize the value of every customer you get through the door.
By doing so, you can save the money that you would have otherwise spent on getting new customers. So you can now invest it in other business activities. Like - marketing. Which will help you build market share without increasing the price of their core product.
— Introduce Premium Versions
Introducing a line of premium versions of the same product can incentivize your customers to opt for better options. But, you need to make sure you can present it in a manner that demonstrates why the premium versions are better than the regular ones.
That way, customers who always want the best of everything are more likely to opt for the premium purchase. The pricing of the premium product will also be higher than the regular, which may be a problem for some of your customers. In such a case, you can introduce split pay for that.
Now split pay is absolutely everywhere and another massive trend of e-commerce over the last few years. One of the biggest players in the split pay market -Klarna, claims to increase the average order value by up to 58%.
Split pay will help you get more sales for your premium products and end up increasing the average order value for your customers.
Drawing Conclusion: Loyalty Brings Revenue
The right customer lifetime value model can boost your company's growth and progress in many ways. It puts more money in your business's wallet by lowering customer acquisition costs and saving money on marketing and sales activities.
Delivering a great deal of value, understanding the customers being in their shoes, prioritizing customer service are what they need to come back to you again and again.
