Improving the Online Customer Experience With Personalized Live Chat

With the latest technological innovations being powered by advanced generative AI, personalizing the customer journey through live chat has never been easier. No matter the region or language, e-commerce chatbots make the online shopping journey conversational and seamless, from product discovery to checkout and post-purchase support. Discover how our latest AI shopping assistant features, Conversation Starters and Product Discovery, are helping retailers transform their website’s user experience.

Revolutionizing Customer Engagement With Conversation Starters 

The first barrier to customer engagement is often the high cost and limited availability of human agents, as well as the poor performance of previous-generation chatbots. The second is site visitors' reluctance to use live chat due to previous disappointing experiences with less efficient chatbots or customer service. Despite this, 90% of consumers want to contact brands through online chat or messaging, so bridging this gap could be a real opportunity to differentiate your e-commerce platform. 

The key to overcoming these obstacles is making the interactions between your customers and your chatbot more natural and accurate with our new feature, Conversation Starters. This engagement format powers highly personalized interactions with shoppers that are based on product context, shopper criteria, and site browsing history, turning every site visit into an engagement and conversion opportunity.  

Conversation Starters are intuitive, generative AI-powered question prompts that pop-up on product detail pages (PDPs) to get the conversation started with page visitors. 

By leveraging information from the product page, these prompts anticipate shopper needs, helping them quickly find the right details to make confident purchasing decisions.

Engagement prompts specific to the product being viewed pop up on the PDP where shoppers can interact with the chatbot. This enhances the overall shopper experience by delivering the product details that are most important to driving a path towards purchase. 

Sideshow: A Model for Optimizing Conversions With Live Chat

Leading global pop-culture collectibles retailer, Sideshow, enhanced their e-commerce website’s search experience with the addition of the AI shopping assistant, iAdvize Copilot™, to their product pages. 

The brand’s customer base is filled with pop-culture enthusiasts and experts who tend to have highly nuanced inquiries, like confirming each collectible’s exact and precise measurements, which slowed down their customer service response time. 

Sideshow saw an opportunity to figure out better ways of engaging shoppers from the very first moment they visit a PDP by proactively anticipating shopper inquiries. 

Sideshow uses Conversation Starters to surface the right content at the right time. The result was an engaging user experience from start to finish, and interactions with shoppers that led to an 8x increase in conversion rate!

Personalization Tools and Enhanced Performance 

Since launch, Conversation Starters has undergone consistent optimization to improve performance. 

The key improvements include:

• The addition of a data pre-check process done by the AI assistant that ensures there’s a response for every prompt.
• The ability to filter and exclude certain topics to avoid providing irrelevant questions.
• Customization options for the prompts, so that even your canned responses blend seamlessly into your product pages and align with your brand image.

Product Search and Tailored Recommendations

With the Product Discovery feature, our AI shopping assistant can engage site visitors by asking clarifying questions in order to better understand a shopper’s specific needs and preferences. 

It gathers information like budget, product use cases, and style preferences, in order to suggest products best suited for the shopper’s search. 

Users can also now add items to their cart by clicking directly on the AI-suggested products. This streamlines the checkout process, addressing one of the key reasons shoppers abandon their carts. 

Improvements to the AI Shopping Assistant’s External Sources Process

To enhance the performance of your AI shopping assistant, you can enable website crawling for relevant data with third-party solutions like Google Shopping and Zendesk. These sources expand the AI’s knowledge database, which makes its responses even more accurate and relevant to your online shoppers.

The best part? You don't need to be a developer or have specialized knowledge to set them up successfully!

Easily sync the iAdvize Copilot™ on your website with your Google Shopping product feed or directly with your Zendesk in real-time. From there, any updates to your product catalog will be instantly reflected in your FAQs.

If you don’t want to use a third-party application to do this, you can just as easily provide the AI shopping assistant with the specific URLs—like FAQs or shipping pages—you’d like it to pull from. This will enable it to craft its responses to shopper queries directly from the information on your website.

A Live Chat Solution for Order Tracking Automation

iAdvize Copilot™ now automates order tracking, where shoppers can get updates on their order status in real time through the AI shopping assistant.

This update reduces your customer service team’s workload and provides faster and more efficient feedback to even the most impatient customers, streamlining the overall buyer journey and increasing customer satisfaction.

Our latest round up of product feature updates are redefining the online user experience. Not only do they increase conversion opportunities and customer satisfaction, but these innovations also help manage costs by delegating common and recurring requests (like order tracking or FAQ-related questions) to a chatbot that’s equipped to handle them. 

By improving the accessibility and personalization of the shopping journey, these tools offer an undeniable competitive advantage in the increasingly crowded e-commerce landscape. With ongoing optimizations and the integration of external sources to enrich the AI's knowledge and capability of gathering consumer behavior insights, businesses are able to provide customers with highly relevant and responsive assistance.