This is a detailed guide on creating a seamless and personalized experience for your online shoppers with the MyAlice conversational tool stack, including WooCommerce chatbot, multichannel helpdesk, and more.
Say you go to a store to purchase a pair of shoes. You can't find the right size, but there is no one around to help you. How would you feel?
The truth is that you will always find someone to help you at a brick-and-mortar store. But can you say the same for online?
With digital experiences becoming the new normal, your customers expect personalization even from your online store and expect them fast. In fact, 75% of your online visitors will move to another store if they don't get a reply in 5 minutes.
It's crazy how we spend thousands of dollars on logos, websites, ads to win attention and loyalty. But when it comes to customer support, we leave our customers hanging on hold, sometimes for hours to respond or days to approve a refund.
This is where conversational commerce comes in.
What is Conversational Commerce?
Chris Messina coined this term —Conversational Commerce, in 2016. For the first time, messaging apps had crossed social networking in terms of usage. So, it only made sense for brands to shift where their customers are hanging out.
Conversational commerce dictates that your customers can chat with your store in real-time. They will treat your brand like a person and reach out to you on social messaging apps.
And when that happens, you need to deploy someone to ensure lighting fast service — either a human, a WooCommerce chatbot, or a combination of both.
Conversational Commerce in WooCommerce
So, here is how you integrate conversational commerce in your WooCommerce store in three steps.
1. Centralize Your Customer Communication
Marketing tells you to be where your customers are.
Flash News: Your customers are everywhere today.
So, naturally, a modern brand has no less than 5-6 social channels. The FOMO is real.
But the problem starts when the messages start flooding in from all your different channels. You start switching between your apps frantically. Your replies take time because you don't have customer information readily available at your fingertips.
Sometimes you will also need to jump back to your website to confirm product availability and check inventory.
A centralized customer support dashboard seems like the obvious solution.
With readily available order information on the screen, your agents can update, refund, or cancel orders on the go or resolve order-related tickets that make up 33% of your customer queries.
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2. Automate your Live Chat with WooCommerce Chatbot
At first glance, all your customer questions seem different. But you will soon realize that most of them are asking the same questions.
- Where is my order?
- Where is your store?
- I want to place an order.
- Is this product available?
- Do you have a discount?
So, instead of wasting your resources on answering repetitive questions, a WooCommerce chatbot sounds like an ideal solution.
We have created our WooCommerce chatbot, keeping in mind the most common use cases. Here are a few that might interest you.
Use Case 1: Automate General Repetitive Queries
Installing the NLP will allow your WooCommerce chatbot to understand common e-commerce customer intents, such as store location, operating time, customer support, order placement, order status, product search, refund policy, return policy, etc.
You can also set custom keywords and connect different sequences to create and automate advanced user journeys.
Use Case 2: Automatic Order Creation Process
Currently, your customers need to switch to the website to find a product or place an order. Sometimes, the agents even collect user information manually to place an order.
With MyAlice, you can automate the entire order creation process —from product discovery to add to cart to view the cart to finally placing the order. Your customers can manage everything from the comfort of their inbox.
To make the process even more seamless, we are currently working on the multiple blocks that you can use to build your WooCommerce chatbot.
- Product Discovery Block
- Add to Cart Block
- View Cart Block
- Place an Order Block
These blocks will go live soon.
Giveaway Alert: We just launched on Product Hunt. So, sign up before this month ends, and get 3 months of free access to all our premium features.
Use Case 3: Track Customer Satisfaction Automatically
You can set rules to trigger a review prompt every time a ticket is resolved. Customers can rate their e-commerce support experience with one click. You can also redirect users to different sequences based on their positive or negative responses.
3. Optimize Your Support with E-Commerce Analytics
Conversations are invaluable data mines, but they are useless if you cannot extract useful information from them.
Now that you have centralized your tickets and automated your conversations, the next step is to optimize your support with insights gleaned from powerful analytics.
We offer two levels of data for WooCommerce users. The primary inbox data can be readily accessed by agents so that they have the essential customer information to resolve tickets efficiently.
- Customer Information
- Order History
- Customer Summary
- Product Interaction
Moreover, you will find even more advanced analytics, broadly categorized under four metrics under the Reports tab.
- Customer Metrics: Traffic data across website and social chat.
- Automation Metrics: WooCommerce chatbot success rate.
- Agent Metrics: Agent performance and sales conversion data.
- CSAT Report: Customer satisfaction and review.
Connect WooCommerce with MyAlice
- Go to Settings > Marketplace and install WooCommerce on MyAlice.
- Paste your store WooCommerce store URL in the pop-up field.
- Log in to your WooCommerce account and approve all the permissions.
At this point, you can create a live chat plugin on your website. This will activate a WooCommerce chatbot on your website. You can always modify and publish the chatbot flow in the Builder later.
- Now, create a new channel or choose a previously connected channel.
- Paste the plugin key in your WooCommerce Admin Panel.
Make sure you have the MyAlice WordPress Live Chat Plugin downloaded on your WooCommerce website.
Once you are done, go back to your MyAlice dashboard and check the plugin key. If you have followed along, congratulations on successfully integrating WooCommerce in MyAlice.
Now head over to your MyAlice dashboard and start implementing these WooCommerce tips now.
We are on a mission to make e-commerce more conversational. WooCommerce automation is just the beginning. Next month, we will be launching our Shopify integration.
We would like you to join our #conversationalcommerce movement. Sign up for a 14-day free trial and get started now.