Chatbots have changed how businesses in the eCommerce industry connect with their customers with instant, affordable, and highly customizable support. Over the years, companies have been innovating with chatbots and coming up with unique implementations that help achieve different business objectives. In this article, we’ll take a closer look at the top 8 examples of chatbots in the eCommerce industry in 2020.
- Nike StyleBot
- Whole Foods
- Lidl’s Winebot
- Sephora Facebook Messenger Chatbots
- Dom Juan (Domino’s Pizza)
- Subway (Google RCS)
SnapTravel is regular on many top 10 lists of chatbots because it does so many things right. SnapTravel is a digital travel agency that has created an entire application inside a chatbot. The AI chatbot can be used on Facebook Messenger, WhatsApp, and even SMS to find deals on hotels and flights by simply using platforms that are already on your phone. Additionally, customers also use SnapTravel to check flight status, hotel reservations, and changing prices.
With a clever campaign during the launch of their AirMax Day shoes, Nike increased its average CTR by 12.5 times and the conversions by 4 times. How did they do it? With a chatbot called StyleBot.
The StyleBot is an AI chatbot that allows enthusiasts to find shoes based on their preferences through product recommendations. However, StyleBot’s party trick was giving users the ability to create their own personalized shoe designs. After designing their own shoes, customers had the option to share it (or save) or even buy it.
A lot of eCommerce chatbots have limited functionality, with most of them simply being “store-finders”. Not Aerie’s chatbot though. This chatbot by US-based clothing and lingerie brand has taken a fresh approach to product recommendations. Instead of simply sending the user links to different products, Aerie sends over a side-by-side comparison of two products with two captions: This and That. Users reply with either “This” or “That” to indicate their preferences.
In 2016, Whole Foods launched its chatbot on Facebook Messenger and it did everything a Whole Foods’ chatbot should do – it helped customers find recipes, ingredients, locate nearby stores, recommend different recipes, and also teach how to make them.
However, Whole Foods’ chatbot was different in one way – customers could use emojis to talk to it. Now not everyone wants to talk using emojis but customer engagement sure increased because people want to see what a chatbot would recommend if you send it an emoji of what’s in your fridge.
Lidl’s Winebot Margot is an AI chatbot that recommends different wines to users by catching keywords in their messages, everything from price and grape to taste and region. Margot has a friendly tone and educates users on various types of wines, what they go well with, the price, and quite a few other details – basically everything most people need to quickly pick up a new wine.
The chatbot is created by Lidl UK and operates on Facebook Messenger.
Sephora has two AI chatbots on Facebook Messenger. The first is the Sephora Reservation Assistant which helps customers make a booking at Sephora quickly. Since its launch, the chatbot has resulted in an 11 percent increase in conversions.
The second chatbot is called Sephora Virtual Artist and is a big step in chatbot innovation. Virtual Artist is a shade matching bot that allows customers to try on different shades of lipstick by uploading a picture. Virtual Artist can also be used to find different shades of lipstick.
In 2016, Domino’s introduced Dom, the Pizza Bot, a chatbot that could take your orders – through voice as well. It’s a great chatbot that works with Facebook Messenger, Slack, WhatsApp, Apple Watch, and a few other platforms. However, it’s not the chatbot we have on our list.
Meet Dom Juan, Domino’s latest chatbot that servers romantics on Tinder “cheesy” messages. It was more of a marketing stunt than actual customer service but it was a great stunt, nonetheless and since we’re giving points for innovation, Dom Juan had to be on this list of top eCommerce chatbots.
However, Subway did not create a chatbot for Google RCS. Instead, they used the service natively to send deals and promotional offers to customers in an interactive and rich-media format. The reason we’re including this in our list of chatbots is because Google RCS will soon become a must-have for business messaging. When Subway used RCS during its limited release phase, it still managed to increase conversions on sandwiches by 140% and by 51% on meal deals. With RCS soon launching on all major networks, this effectiveness will only increase.
These were just eight examples of how eCommerce businesses can leverage conversational technology and chatbots, in particular, to provide an interactive customer experience. If you’re interested in learning more about how chatbots can help you or how you can create a chatbot for your own business, reach out to Master of Code Global today for a free consultation!
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