Roles of Chatbots in eCommerce websites in 2021 and beyond

Chatbots in eCommerce
Customers chat with chatbot on smartphone screen with speech bubbles. Customer service chatbot, e-commerce chatbot, self-service experience concept. Bright vibrant violet vector isolated illustration

We may not have flying cars or space restaurants yet but we come in line with the most advanced technology of all time – artificial intelligence! Smartwatches, smartphones with voice assistance, and chatbots are the most widely used examples of AI.

Although we are already aware of the chatbots as many websites have installed them. But, do you know how crucial are chatbots in eCommerce websites in 2021?

Apart from providing customer support and information, chatbots can offer various advantages over traditional customer chat support.

Talking about the statistics – according to a Grand View Research report the global chatbot market is expected to reach $1.23 billion in the next 4 years with a growth rate of 24.3%.

So how can chatbots help your eCommerce business grow? Find the answer to your questions in the blog below.

Let us start with the basics.

What is a chatbot?

A chatbot is a program that responds to conversations with human users to redirect, provide information or initiate sales for some sort of service. They have set replies and questions to ask the user.

The design of chatbots depends upon the type of websites they are designed for. For instance, the chatbots used in eCommerce websites are designed to assist the users in completing the purchase, to recommend products depending upon the buyers, and to provide customer support.

The chatbots work upon Artificial Intelligence (AI) that helps them study and store human responses. The AI helps the chatbot to respond quickly to the same or the new user.

Here are how chatbots are helpful in eCommerce 

Roles of chatbot in eCommerce?

Conversing with a bot is the most technologically advanced concept. The users are more willing to buy and converse with the online bots that cater to all their queries within an instant. Here are few roles of the chatbots in the eCommerce website that will boost your sale and improve the site functionality.

1. Offers round the clock Support

When you have an eCommerce business, the customers expect you to reply quickly. However, if you have manual support, it is relatively impossible to answer the customers 24*7.

But with chatbots, you can eliminate the delay as they can cater to the users immediately irrespective of the time. Offering 24-hour support t the users is a great way to ensure customer satisfaction and improves customer experience.

2. Works with personalization

Who doesn’t like a personalized touch?

Chatbots can collect the user’s data and use it to offer better product suggestions and recommendations depending upon the information provided by the user.

Understanding your customers’ requirements allows you to personalize product pages and build better marketing strategies.

If integrated successfully, the chatbots can also notify customers of the items that are out of stock and offer them an alternative to the products. They can even notify the users when their selected products are available in the store thereby increasing the sale possibility.

3. Reduces customer services costs

Installing chatbots can help you save a substantial amount of money that you generally spend on the customer support team.

The customer assistance via chatbots will need no or less human support. This will also help to shift your focus on more the business aspects of your eCommerce website.

Moreover, using the bots will help you greatly reduce human error and allow room for efficient customer service with negligible resource costs.

4. Assists in product guidance

The customer love recommendations and guidance. Rather than getting lost among millions of products, chatbots can help them easily find exactly what they are looking for. This will allow fast selection and redirection of the user to the checkout page thus reducing the possibility of the user having second thoughts about the purchase.

The user can also gather information on current sales which gives them a positive response about your eCommerce site. 

For instance, eBay’s bot guides users on their products, ask their preferences to understand their needs and provides recommendations like a sales associate.

5. Offers cart recovery

Many a time people tend to select the items and move them to the cart but do not proceed to checkout. In these cases, the chatbots can remind the customers about their abandoned items in their shopping cart and prompt them to proceed towards checkout.

The cart reminders push users to take a look at their cart purchase the items in their cart. In fact, the bots can also be designed to offer some discounts to the users so that can use the discount codes and buy the items they left previously.


Argomall is an ecommerce store based in the Philippines selling consumer goods. Their bot enables customers to find out key information about Argomall (including delivery details) as well as ask questions and talk to an Argomall support agent. 

The bot was created with two key goals in mind: 

  1. To help streamline the sales process
  2. To improve live chat and support experience, enabling customers to chat with an agency at any stage of the sales process 

Argomall’s bot also Google’s Site Search API so that customers can enter keywords such as “Sony TV” and see any relevant products from their store. 

Online shopping doesn’t follow a single path. Just like there are many channels you can list your products on, there’s an abundance of ways to make an online purchase — apps, email, social media. These multiple options can be disorienting to customers if there isn’t one clear route for reaching businesses.

Enter “conversational commerce,” or businesses and buyers connecting through messaging apps. Companies today can use chatbots to instantly communicate with customers and resolve their issues on multiple platforms, such as Facebook or their online store. These round-the-clock bots use AI to infer customers’ preferences and create a valuable, individualized shopping experience.

Learning how to set up your business for conversational commerce isn’t always clear since bot technology is still developing. To help sellers out, we’ve created this guide to cover everything from defining exactly what a chatbot does to measuring your bot’s ROI.

Apply this knowledge to your online business, and you’ll be set to launch your first bot. With this new technology, your business can immediately meet customers’ wants to create a personal and helpful shopping experience.

Benefits of using chatbots in e-commerce

With a chatbot implemented on your site you can save a lot of time for both, your customers and employees. And at the same time, increase revenues at relatively low additional cost.

Let’s take the first e-commerce use case – placing orders online. Involving chatbots in this process is a smart step. If a user is not quite sure, or just looking around, help from such an assistant can be very valuable. Based on a few questions or a nice quiz, a chatbot will present them offers that suit their taste best. 

What if the products your customers ordered don’t meet their expectations? A blouse is too big, pants – too tight… In this case, again, they can turn to the chatbot and resolve the issue without any human interaction. A well-optimized order return procedure saves a lot of time. And nobody will have to wait long for a consultant on the hotline anymore.

Wrapping it up

The e-commerce industry is ever-growing. With so many companies coming into play, the platform has become a competitive one. You need to stay ahead in the game when thousands of other companies are selling exactly the same products as you do.

Going by the Gartner predictions that by the next year, every person will have more conversations with bots than a real human–it will not be an exaggeration to say how widespread the use of chatbot will be beyond 2021. 

Thus, if you are considering implementing cutting-edge technology to your e-commerce strategy, AI and chatbots are the way forward. If you wish to change the way you work then this is the best time to get in touch with the experts in AI who can help you build your own chatbot and support your buyers efficiently and personally.