How to Evaluate an Ecommerce Chatbot: 8 Key Features

In ecommerce, staying ahead is crucial for your success. Ecommerce chatbots are important for online businesses, and generative AI chatbots like Gleen AI are becoming essential. They help you improve the efficiency of your customer service.

There are several ecommerce chatbots are available. If you work in ecommerce, it's important to know how to choose the best one. This blog will guide you in picking the right chatbot.

When you add a chatbot with the generative AI chatbot like Gleen AI, you help it stay ahead of the market. Generative AI chatbots improve your customer service and can also improve convesion and revenue.

What is Ecommerce?

Ecommerce, or electronic commerce, is the buying and selling of goods and services over the Internet. Ecommerce is more than a popular trend. It's a big change in how businesses work. This change affects everyone, from small startups to large global companies.

In today's digital world, ecommerce platforms are like busy online marketplaces. They offer convenience, fast service, and a wide range of products. It's important to understand ecommerce to use tools like chatbots. These chatbots will make your online shopping better.

What is a Chatbot?

A chatbot is a software application used to conduct an online chat conversation via text or text-to-speech. In ecommerce, chatbots play many roles – from customer service assistants to sales advisors.

These digital assistants, or chatbots, do different things. They answer common questions, help customers buy things, and give personal suggestions.

Chatbots can be simple or very advanced. The advanced ones use generative AI and machine learning. This enables them to understand complex questions and generative highly relevant answers to each question.

Essential Attributes of a High-Performing ECommerce Chatbot

When evaluating a chatbot for ecommerce, here's a list of 8 key criteria you should consider

(1) Ability to Ingest Product Catalog

An ecommerce chatbot should be able to ingest and update your entire product catalog regularly. As a result, customers always receive accurate and up-to-date catalog information.

(2) Accurately Answer Product-Related Questions

Customers often have questions about products before purchasing.

Your ecommerce chatbot should accurately answer any product-related questions, make product comparisons, and be aware of inventory and current prices.  

Most importantly, you chatbot shouldn't hallucinate, and make up facts about your products, prices and availability.

(3) Integration and Compatibility

Your chatbot in ecommerce should work well with your current ecommerce platform. This could be any platform or other service you use. Compatibility is crucial for a seamless operation.

Your chatbot should also work well with your help desk.  It should be able to transfer conversations to live agents for prospective buyers and customers who need to speak with a live agent.

(4) AI and Machine Learning Capabilities

A chatbot with AI and machine learning capabilities is a powerful tool for your online store. It can improve how it interacts with customers by learning from each conversation.

This means the more it chats, the better it understands and responds to customer questions. Such a chatbot can also give personalized recommendations using information from past interactions.

This helps customers find what they're looking for more easily and makes their shopping experience smoother.

(5) User Experience and Interface Design

The design of the chatbot interface plays a crucial role in how customers perceive and interact with it.

A good chatbot ecommerce should be easy to use. Its design should be clear and friendly. This makes talking to it simple and enjoyable.

Remember, the easier customers can communicate with the chatbot, the more effective it will be.

(6) Data Security and Compliance

In ecommerce, protecting customer data is crucial for trust and reliability. When choosing an ecommerce chatbot, it's important to check two things. First, ensure it has strong security. Second, it must follow important rules for protecting data.

This helps protect customer details and transaction information from unauthorized access and breaches.

When looking at chatbots for ecommerce, consider if they meet SOC 2 Type 2 compliance. This shows that the chatbot provider takes data security, privacy, and confidentiality seriously. Also, ensure the chatbot adheres to global data protection laws like GDPR in Europe or CCPA in the USA.

These laws require clear management of personal data. They let customers manage their own information. A chatbot that follows these laws helps protect your business and keeps your customers' trust.

(7) Scalability and Customization

When you have an ecommerce chatbot, it's essential that it can grow with your business. As your business grows, you'll need a chatbot. This chatbot should be able to manage more customer chats and handle various questions without any problems.

Customizing your chatbot is also key. Your business is special, and your chatbot should match that. You should be able to change how your chatbot talks and what it says to fit your brand and customers' needs.

The chatbot should also be good at working with other business tools. These tools include your customer relationship management (CRM) system and data analysis tools. This way, the chatbot can help you talk to customers better and keep your business information organized.

A good ecommerce chatbot changes as your business grows, always helping you serve your customers better.

(8) Performance Metrics and Evaluation

Thinking about how well your ecommerce chatbot is doing is like checking a report card. You must look at different things to see if it's doing well. One thing to check is how accurately the chatbot answers questions – you don't want it to give wrong information to your customers.

Another important thing is how happy your customers are with the chatbot; if they like talking to it and find it helpful, that's a big plus. You should also see if the chatbot helps make more sales, as this shows it's helping customers buy things.

Regularly looking at these things is important. These things include accuracy, customer happiness, and sales.

They can tell you a lot about how the chatbot is helping your business. If something's not working right, these clues will help you make changes to improve the chatbot.

Final Thoughts

An effective ecommerce chatbot can be a game-changer for your business. By closely looking at a chatbot's features, you can make sure it fits your business goals. Thus leading to an improvement in the customer experience.

Gleen AI is an exemplary ecommerce chatbot, because it:

• Is already integrated it with several leading eCommerce platforms like Shopify.
• It can ingest your entire product catalog.
• Provides accurate answers about your products and services.  Other generative AI chatbots halllucinate.  Gleen AI doesn't.

• It works with many leading help desk tools.
• Integrates with all your support channels, including live chat support, email support, SMS/text support, Slack support, Discord support, social media channels, and others.
• Plus, it always puts your store first, i.e., it doesn't suggest products and services from other stores.

Opting for an ecommerce chatbot like Gleen AI offers more than just a chatbot.

It's a way to enhance your online store for a friendlier and more helpful customer experience. This leads to happier customers and a better chance for your online store to succeed.

Using chatbots in ecommerce like Gleen AI isn't just for improving customer service. It's also about making the whole shopping experience better for your customers. This results in happier customers and, in the end, more sales for your online store.

Get a demo of Gleen AI today, or create a generative AI chatbot for free with Gleen AI.