Chatbots in the ecommerce world: types and their benefits
Let's start at the beginning
A chatbot hosted on a website dedicated to online sales plays the role of a virtual assistant, helping visitors with their queries and accompanying them throughout the purchase process. Thanks to its ability to connect with artificial intelligences, it manages to create memorable user experiences by saving time and providing solutions.
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What types of Chatbots are there?
We can mention 3 different models:
Rule-based: This is the typical chatbot that answers predefined questions, so it does not generate the best user experience. It is mostly used by companies that want to collect visitor information.
Intelligent conversational: These models are constantly trained thanks to their integration with artificial intelligence. They have the ability to understand complex queries through NLU (natural language understanding) and NLG (natural language generation) saving time and energy of human operators. While they are better at engaging in conversations, it is not possible to set up workflows to guide the visitor through the buying process.
Hybrid: This type of chatbot was created to eliminate the limitations of the models mentioned above. It allows gathering information, guiding visitors through the purchase process and solving complex queries.
Taking all this information into account, Zoho developed its own chatbot...
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ZoBot in Zoho Sales IQ
A hybrid chatbot that you can easily customize thanks to its configurability with or without code development. In addition, it is powered by Zoho's NLP (natural language processing), ZIA, so it can engage in intelligent conversations and quickly answer visitor queries. In turn, it is able to connect with GPT Chat to expand your knowledge base and boost your responses.
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Now, what are the benefits of incorporating Zoho Sales IQ into your website?
Customer benefits:Â
With the help of Zoho Sales IQ, customers will be able to ask the chatbot where their order is, make an exchange, repeat purchases or contact customer service. It facilitates any type of action they wish to take.
Benefits for the prospective customer:
The Zoho Sales IQ chatbot can collect information such as name, email, phone number, among others. It also has the ability to send offers and promotions according to the page where the potential customer is through the pop-up chat. In addition, it acts as a sales expert answering questions about the functionalities, limitations and main features of your products.
Business benefits:
Nowadays, people give importance to the shopping experience. They value it to be agile, accurate and through the channels they use frequently. That is why by including Zoho Sales IQ on your website and thanks to its great capacity for customization and integration with platforms such as WhatsApp, Facebook and Instagram, you will ensure that your customers are satisfied with the purchase process, thus making them choose you again.
