Haven't we all been there - scrolling endlessly through an e-commerce site, unable to find that perfect product? What if you could just ask for what you want and have an intelligent voice bot guide you to the right product or answer any question instantly? The adoption of AI voice bots by e-commerce companies has seen hockey stick growth over the last two years. Voice-based self-service is transforming online shopping into a breeze.
In today’s blog, we will discuss the top use cases that e-commerce companies must automate using voice bots in 2024 to enhance customer experience. From answering FAQs to providing recommendations, let's see how conversational AI can help create effortless shopping experiences.
Why are Big E-Commerce Companies Adopting Voice AI?
It's simple - conversational AI delivers ultimate convenience and personalization to users. Customers can get their queries resolved in real time without waiting in long call center queues. A study shows that 51% of customers want their favorite businesses to be available 24/7 and voice bots provide customers with 24/7 automated customer support without wait times.
Additionally, voice provides an intuitive and natural interface for users to get things done. Haven't you always found it easier to just speak out your question instead of typing it out? With voice bots, users can discover products, track orders, and more just by speaking.
E-commerce companies also love voice AI for its scalability. One voice bot can handle millions of customers with consistency. Compared to a human agent, a voice bot provides standardized responses, minimizing discrepancies.
Top 5 e-Commerce Use Cases that You Should Automate
1. Answer Order-Related FAQs:
The number one reason customers reach out on calls is to get updates on their orders. “Where is my order?” is the most commonly asked query by customers making up to 40% of all the queries asked. A voice bot can instantly track order status, delivery date, return policy, payment issues, and more without customers having to wait endlessly for an agent. Integrating a conversational voice bot enables 24/7 automated assistance on such frequent order-related queries.
2. Payment Collection:
Voice bots securely let you collect payment for orders over the phone way faster than traditional methods of payments which frustrates the user sometimes even leading them to drop-off. Also using voice biometrics for authentication before processing any payments or sensitive information ensures a secure and smooth payment collection process.
3. Ease Product Discovery:
Conversational bots make it easy for users to discover products on an e-commerce platform. The bot can understand natural language queries and assist users in finding the most relevant products. It can also provide personalized recommendations and share deals, offers, and availability information at the appropriate time to your customers.
4. Effective Feedback Collection:
Getting customer feedback is vital for e-commerce businesses like yours to improve their offerings. However, motivating customers to give detailed feedback is challenging. This is where conversational bots come into the picture. Voice bots can engage customers through interactive conversations and gather specific feedback about products. Sentiment analysis further provides insights into customer satisfaction and highlights pain points.
5. Analytics & Forecasting:
The conversational data collected by voice bots offers tons of insights that can be used to optimize inventory and supply chain operations through accurate demand forecasting. Call drivers can be analyzed to identify trends that foretell future product demand.
How AI Voice Bots Help in Enhancing Customer Experience
It's simple - voice bots deliver quick, accurate, and personalized support 24/7. They provide consistent answers with human-like conversations using the latest NLP. Voice AI reduces effort for users by enabling an intuitive voice interface. Issues get resolved instantly, improving satisfaction. Moreover, conversations provide actionable insights into customer pain points through detailed analytics.
Bottom Line
Transforming online shopping experiences, conversational voice bots are redefining e-commerce customer service. Automating top use cases like order tracking, product discovery, and feedback collection can tremendously enhance customer experience. To learn more about deploying effective voice AI solutions in your e-commerce business, book a personalized demo with VoiceGenie today.
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