Ecommerce Chatbots: What They Are and Use Cases (2024)

What are ecommerce chatbots?

Ecommerce chatbots are AI-powered virtual assistants that are designed to interact with customers and provide them with personalized assistance in real-time. These chatbots can be integrated into ecommerce platforms and messaging apps to help businesses automate customer service, sales, and marketing processes.

Why are ecommerce chatbots important?

Your customers want to talk to you

Customers prefer to interact with businesses in a conversational manner. Ecommerce chatbots provide a way for customers to ask questions, seek assistance, and make purchases in a conversational format, similar to talking to a live customer service representative.

Your customers want immediate replies

Research shows that customers expect quick responses when they reach out to a business. Ecommerce chatbots can provide instant replies to customer inquiries, helping businesses meet customer expectations for fast and efficient service.

Your customers are everywhere

With the rise of omnichannel marketing, customers expect businesses to be available on multiple platforms. Ecommerce chatbots can be deployed on various messaging apps and social media platforms to engage with customers wherever they are.

Your live agents costs can get out of control fast

Hiring and training live customer service agents can be expensive. Ecommerce chatbots can help businesses reduce the need for a large customer service team by handling routine inquiries and tasks, saving costs while still providing excellent customer service.

What are the different types of chatbots?

Simple chatbots

Simple chatbots are rule-based and can only respond to specific commands or keywords. They are limited in their ability to understand natural language and context.

Smart chatbots

Smart chatbots use machine learning and natural language processing to understand and respond to human language and context. They can handle more complex conversations and provide personalized recommendations.

Hybrid chatbots

Hybrid chatbots combine elements of both simple and smart chatbots, offering a balance between structured interactions and natural language understanding.

Ecommerce chatbot use cases

Collect customer information

Ecommerce chatbots can gather customer data such as email addresses, preferences, and purchase history to personalize the shopping experience and provide targeted marketing messages.

Offer shopping assistance/customer support

Chatbots can help customers find products, track orders, and resolve common issues in real-time, improving the overall shopping experience and customer satisfaction.

Upsell and cross-sell to buyers

Chatbots can suggest related products and promotions based on customer preferences and behavior, increasing the average order value and driving additional sales.

Prevent and recover abandoned carts

Chatbots can remind customers about their abandoned carts and provide incentives to complete the purchase, reducing cart abandonment rates and recovering lost sales opportunities.

Keep customers engaged

Chatbots can send personalized messages, product recommendations, and updates to keep customers engaged and interested in the brand, leading to higher retention rates and repeat purchases.

Collect customer feedback and reviews

Chatbots can solicit feedback, ratings, and reviews from customers to gather valuable insights and improve the overall shopping experience and product offerings.

Offer easy order tracking and updates

Chatbots can provide real-time order tracking and shipping updates, keeping customers informed and reducing the need for manual inquiries and customer service interactions.

Where can you use ecommerce chatbots?

Live chat (on your store)

Integrate chatbots into your ecommerce website to provide instant assistance to customers and guide them through the shopping process.


Use chatbots on Facebook Messenger to engage with customers, showcase products, and facilitate purchases directly within the messaging app.


Utilize chatbots on Instagram to provide product information, answer questions, and drive sales through direct messages and comments.


Deploy chatbots on WhatsApp to provide personalized customer support, send order updates, and facilitate transactions through the popular messaging app.


Integrate chatbots on Telegram to engage with customers, offer product recommendations, and provide customer service in real-time through the messaging platform.

Best practices for using chatbots in ecommerce

When implementing chatbots in ecommerce, it’s essential to focus on providing a seamless and personalized experience for customers. Here are some best practices to consider:

  • Understand your customers’ needs and preferences to personalize chatbot interactions
  • Provide clear and concise instructions for interacting with the chatbot
  • Use chatbots to complement, not replace, human customer service agents
  • Regularly update and optimize chatbot responses and recommendations based on customer feedback
  • Integrate chatbots with CRM and marketing automation tools to capture and utilize customer data effectively

Finding the best ecommerce chatbot platform for you

When choosing an ecommerce chatbot platform, consider factors such as ease of integration, customization options, AI capabilities, and pricing. Popular chatbot platforms for ecommerce include Chatfuel, ManyChat, MobileMonkey, and Tidio.

Ecommerce chatbots FAQ

What is an ecommerce chatbot?

An ecommerce chatbot is an AI-powered virtual assistant that interacts with customers and provides personalized assistance in real-time to enhance the shopping experience and drive sales.

How do I use ecommerce chatbots?

To use ecommerce chatbots, businesses can integrate them into their ecommerce platforms, messaging apps, and social media channels to automate customer service, sales, and marketing processes.

What is the best chatbot for ecommerce?

The best chatbot for ecommerce depends on the specific needs and goals of the business. It’s important to evaluate factors such as features, integrations, scalability, and user-friendliness when choosing a chatbot platform.

Does Shopify have chatbots?

Shopify offers integrations with various chatbot platforms, allowing businesses to add chatbot functionality to their Shopify stores to automate customer interactions and drive sales.