The biggest leverage you can have against your competitor is to go big on customer support. That is one aspect of running a business that most founders get wrong. No wonder 86% of professionals expect to compete based on customer service. Given the way how brands operate their support department, your customers will flock to you if you offer them the type of service that they don’t get anywhere else.

The US retail eCommerce sales is expected to reach $1.06 trillion this year. It is also estimated that by 2040, 95% of all purchases will be via eCommerce. It implies that businesses need to step up their eCommerce game. One aspect of business that is an afterthought more often than not, is customer service. Your customers won’t forget if they receive sloppy service. Chances are that your nearest competitors are wooing them. If you get it wrong more than once, they wouldn’t hesitate to jump ship.

In this article, we are going to check out eCommerce customer service statistics and how conversational AI plays a huge part in improving customer service.

E-Commerce customer service statistics 2022:

How Conversational AI can improve customer service

One of the biggest use cases of Conversational AI bots is to provide simplified and human-like customer service. Its natural language processing (NLP) abilities help the chatbots understand questions and answer them based on how it is trained. These chatbots can handle anything from simple order status report to complex queries. A huge portion of customers expects businesses to be available 24*7 to answer their queries. Conversational AI bots make round-the-clock customer service possible. It also does the following:

  • Providing instant responses lowers the resolution time and offers a delightful experience
  • It comes up with deep and valuable insights by analyzing customer interaction
  • Conversational AI can provide a personalized experience to the customers
  • Has the capacity to handle hundreds of thousands of queries within minutes
  • Automation in customer service saves a lot of time
  • Higher ROI as organizations save money on hiring and training customer support executives
  • Conversational AI gives you real-time metrics, reports, and deep insights
  • Provides an omnichannel experience by being available on multiple platforms

93.5% of global internet users have purchased products online, and it is the responsibility of eCommerce companies to provide the best customer support possible. Employing conversational AI in your customer service process is one of the best additions to your business. Having your customers satisfied is how you get loyal customers, and that’s the secret sauce of every successful company.