Have you ever interacted with a chatbot that just gets it? A chatbot that’s genuinely interested in helping you find the right solution versus stalking you around a website and asking you if you’re ready to buy something. They understand you as a consumer and give you immediate insight into products or services you’re on the hunt for.
People are not only turning to chatbots for quick answers to product- or service-based questions; they’re actually making purchases from them on the spot. Consider this: 81% of consumers who have made a purchase using a chatbot say they would make another purchase with one.
Having a chatbot can be a nice value add-in for consumers to get more information, and — when executed correctly — they can also help your business make more money.
Chatbot Use Case 1: Upselling/Cross-Selling
Relevant industries: eCommerce, finance, SaaS
If you want to target upselling or cross-selling opportunities as a chatbot use case, you need to make sure the chatbot is helpful and non-intrusive. It’s the difference between getting a cold sales call with zero context and a helpful store associate who has offered great product suggestions on two different store visits. As a consumer, there’s more built-in trust with the salesperson who has already offered previously helpful advice.
That same mentality applies to your chatbot. The very first step is to set it up to offer helpful advice before suggesting an upsell or cross-sell.
A prime example of this concept in practice is the Sephora on Kik chatbot. Instead of blatantly pointing you to several different products, the chatbot starts by asking about your personal makeup needs.
Once the chatbot has successfully given you advice, it generates products for the specific needs you outlined in the chat. For example, if you needed a great liquid eyeliner, the chatbot would offer different products in that particular vein with a direct link to the product page on Sephora’s website for purchase convenience.
Another great thing about chatbots for upselling or cross-selling purposes is their ability to access more data for future customer conversations with live reps. Chatbots can gather preliminary research about a potential customer that a live rep can later use to upsell or cross-sell with greater ease. It’s almost like having your own personal research assistant who can help you navigate different customer preferences.
Chatbots can also take basic info from a customer to pull up their customer profile. The live rep can then use that info to see a customer’s purchase history and make tailored upsell suggestions.
Chatbot Use Case 2: Personalized Shopping
Relevant industries: eCommerce, SaaS
Chatbots can help personalize users’ shopping experience and give them product or service options that are tailored to their individual needs. Implementing a personalized shopping experience is a great way to build trust and confidence in your brand, product, or service.
We all know how much people value personalization, especially in an age where shopping options are available with just the click of a button online. In fact, SmarterHQ’s Privacy and Personalization Report found that 72% of consumers only engage with marketing messages that are tailored to their interests.
Your chatbot needs to reflect that personalized approach to consumers. Take a shopping experience that can normally be challenging for customers and simplify the process. Make it easy for them to find the exact product or service that will fit their specific needs.
Levi’s Virtual Stylist chatbot executed this personal shopping experience to perfection. The chatbot asks users questions about their size but also how they like their jeans to fit.
This chatbot interaction shows an emphasis on aligning the right product with the right person. Buying products online can be a risky proposition for many, especially when different brands have different fits for their apparel. Instilling confidence in the consumer that they’re making the right purchase for their individual needs is a great way to make them feel motivated about the product they’re purchasing.
Of course, this personalized shopping experience can also extend outside of eCommerce. Setting up a chatbot for B2B businesses looking to implement a new software is also an excellent chatbot solution for businesses. Asking users about certain business pain points and needs can help narrow down a software option they can benefit from.
Chatbot Use Case 3: Cart Recovery
Relevant industries: eCommerce
Just because a user abandons their online shopping cart doesn’t mean they’re no longer interested in a product or service. Setting up your chatbot for cart recovery is a great way to maximize shopping cart conversions.
Simply put, cart reminders can help you regain a missed opportunity for potential revenue. Chatbot builder platform Chatfuel says their chatbots can help businesses recover up to seven times more abandoned-cart revenue than businesses without one. This presents a great opportunity to send gentle reminders to consumers who were on the brink of making a purchase.
But don’t use your chatbot as an annoying salesperson to hunt down lost customer dollars. The cart recovery message you send a user through your chatbot should focus on asking if they need more help or tips before making a purchase. Simply telling users that they forgot to buy something is less likely to motivate them further and reflects a desperate customer experience.
The example above from Girlfriend Collective is a polite reminder to the user not to leave their product behind. It’s also short, concise, and adds immediate value to the item.
The goal is to make the user believe they’re missing out on something if they don’t end up making a purchase. The more value you can add around the cart recovery message, the greater your chances of salvaging that sale. Don’t be pushy, but make sure the product or service value of the abandoned cart item is clearly highlighted for the consumer.
Chatbot Use Case 4: Gift Recommendations
Relevant industries: eCommerce
The holidays can be one of the most lucrative times of the year for businesses, but consumer indecisiveness on what gift to buy can also be a problem. People often have a rough idea of what gift they want to get someone, but you can really nail down specifics with the right chatbot experience.
Getting a chatbot to ask users specific questions can help the consumer get a better idea of the type of gift they should buy, especially when there are quite literally hundreds or even thousands of options available. It’s about helping users navigate large product and service offerings with ease.
Gift recommendations are a great way to build brand affinity and chatbot trust. If your chatbot successfully helps a user buy a gift for a loved one, there’s a good chance that the user will return to buy more from your brand and interact with the chatbot again for more advice.
Take this example from Facebook Messenger gift recommendation chatbot Ask Leonard:
This chatbot asks specific details that may apply to the person you’re buying a gift for. While it’s not tied to any one company, any business’s chatbot can lead this type of interaction. Not only does it offer great products that a loved one might like, but it gives you all the options for purchase directly in the chat.
Focus on Offering Unique Value Before Chasing Sales
Like each of the chatbot use cases listed above, your chatbot needs to offer some type of unique value for users if you’re hoping to make money. A generic sales-hungry chatbot won’t do the trick. You need to have a deep understanding of your audience and what’s most important to them in order to make a sale.
While chatbots can be very effective revenue-driving tools, they’re also only going to be as strong as the marketing and sales teams responsible for them. Putting extra effort into creating meaningful consumer conversations is the best way to ensure the chatbot will be useful for people to interact with.