December 30, 2020


How Are Chatbots Transforming E-Commerce?

If there is anything that the events in 2020 have taught businesses about survival, it is how important digitisation is in driving growth, and how crucial it is for customers to have strong points of communication with the brand.

One of the best ways for businesses to build digital growth and customer loyalty is through the use of Artificial Intelligence (AI). In the retail and services industry, AI is shaking up the way online stores operate and provide services to their customers. Not only that, but businesses can utilise AI analytics to better understand their customers’ buying behaviour, cater their product offers and even identify their competitors’ strategies to stay on top of the game.

So what AI tools can businesses implement that allows them to interact with their customers, streamline the sales process and set themselves apart from competitors?

It’s time to talk about AI Chatbots.

This is arguably one of the most popular, simple and cost-effective systems you can implement in your website or app. In general, these tools allow for interaction with customers through text or voice interface and are commonly seen on platforms such as Amazon, eBay, Facebook Messenger and Slack. They can adapt to any language, respond automatically to customer queries by recognising certain keywords, offer convenient order placing and ultimately cut costs for businesses who invest significantly into customer service resources.

For customers visiting your website, chatting to an AI bot can help provide them with relevant information, guide them to the right page and even recommend them products based on their lead source. Having this sort of live chat feature can significantly increase conversion when customers are looking for quick and snappy responses that solve their problems, thereby both digitising a business’ operations and enforcing a strong and ever-present medium of communication between brands and customers.

How Are Chatbots Transforming E-Commerce

There is no doubt that the circumstances of COVID-19 and the backdrop of increasing competition have been incredibly challenging to businesses and individuals alike. Dotsquares’ commitment is to guide businesses on best e-commerce strategies, platforms, designs and technologies so they can have strong foundations on which to build sales and customers on. If you would like to explore more about how to optimize your online website, reach out to our friendly team and we would be glad to provide you with our obligation-free consultation.


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