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:

  • Only 19% of consumers believe that customer service today is exceeding their expectations. Isn’t this sad?
  • Even in this period where there are CRM tools that show the entire purchasing history of customers, consumers complain that 17% of brands don’t know their order history.
  • 81% of customers feel valued and find it helpful when a chat window appears proactively asking if they have a question
  • Emplifi says that more than 86% of customers will leave a brand after two bad experiences.
  • When considering a new purchase, consumers place high importance on two things- a) Their previous experience with the brand and b) Speed of deliverability.
  • 57% of consumers are willing to pay a premium for simpler experiences.
  • More than $1 million in annual customer service costs can be saved by businesses that use conversational AI bots.
  • 82% of customers will spend more money on brands that deliver great online service.
  • By 2023, chatbots are expected to save 5 billion hours, says Juniper Research.
  • 77% of customer success agents say that by using Conversational AI, they will be able to complete more complex tasks as their routine tasks will be automated.
  • Even though 85% of brands believe that they offer personalized customer experience, only 60% of consumers agree with this. This one’s an interesting statistic as it shows that there is a big difference between what brands think about their personalization efforts and the ground results.
  • If you can personalize your customer’s purchasing experience, 60% of consumers report that they will become repeat buyers.
  • Forrester says that customers are 2.4 times more likely to stick with brands that solve their problems quickly.
  • 52% of consumers expect responses within an hour. If you were to employ conversational AI into your customer service, this particular statistic wouldn’t bother you.

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.

Sources: Gladly, Venturebeat, Salesforce, Emplifi.