Three Vendors Introduce Chatbot Introduction Cases on EC Sites! How to use chatbots in the apparel industry and mail order sites?

When operating an EC site, many businesses face the problem of having to devote a lot of time and manpower to responding to inquiries and providing customer support .

This problem is even more serious for companies with limited resources, let alone major e-commerce sites.

Responding to inquiries and requests from consumers is an important task that reduces reputational risk and creates repeat customers. Even though we know the importance of customer support operations, many businesses are under pressure to streamline their operations due to a shortage of resources as the active job openings ratio increases year by year.

Today, companies with a high sense of crisis about these problems are actively adopting “chatbots” as a solution, and many successful cases have been published. In this section, we will introduce the usefulness of chatbots while touching on case studies.

You can also refer to the chatbot implementation example from here!
Please use them together.

Also, at the end of the article, we will present a “‘Chatbot Vendor’ Thorough Comparison Collection” as a gift, so please stay with us until the end!

Two benefits of introducing a chatbot to an EC site

First of all, I will introduce two benefits of introducing a chatbot to an EC site, including the actual case of Sciseed.

1. Efficient customer service, leading to a reduction in the burden on the person in charge

By introducing chatbots to EC sites, it is possible to streamline the entire customer support process, which tends to become a bottleneck in operating EC sites.

EC sites receive many inquiries from customers every day. In addition to inquiries about product inventory and variations, the main contents include inquiries about product returns and exchanges, and inquiries about shipping status.

It is difficult for manned operators to respond to all the inquiries received from customers every day. Therefore, if you introduce a chatbot that can respond 24 hours a day, 365 days a year, the burden on the person in charge will be greatly reduced.

In addition, the effect of introducing chatbots to EC sites is very large , as secondary benefits can be expected, such as the ability to concentrate the time and resources that were previously spent on responding to inquiries on core operations .

It is also possible to partially connect to a manned operator for complicated inquiries that cannot be handled by chatbots. sAI Chat, Saiseed’s AI chatbot, is finally able to support manned operators! Please refer to this press release for details.

2. Avoid missing customers and increase CVR

There are also benefits from the customer’s perspective when introducing chatbots to e-commerce sites. In addition to lowering the hurdles for inquiries of the type mentioned above , it will be possible to provide a service experience that can solve questions within 1 second from the question .

For example, by introducing a chatbot to an EC site, you can solve the problem of “customers leaving on the purchase screen”.

• I want to use a coupon, but I don’t know how to use it
• I want to inquire about payment methods and shipping costs
• I want to know the delivery date
• I would like to inquire about inventory status and product restocking.

If the chatbot can answer the miscellaneous inquiries received from customers on the spot, customers who have left until now will be satisfied with their purchases.

Four use cases of introducing chatbots to EC sites

Next, we will introduce four chatbots that are active on EC sites.

If you are interested in sAI Chat, Saiseed’s AI chatbot, please download it from the following chapter!

1. Magaseek | AI chatbot reduces the number of EC site inquiries by 26%!

Magaseek, a fashion mail-order site that has introduced an AI chatbot developed by our company, has succeeded in reducing the number of inquiries by 26% annually by introducing a chatbot to the help page within the site.

Background of introduction of AI chatbot

At Magaseek, in addition to the inquiries received during normal times, it was necessary to respond individually to events such as the year-end and New Year holidays, and customer support was a bottleneck in business. At the same time, he said he felt the limits of manned support .

Just before the manned inquiry, the chatbot provides a one-cushion

In addition, there were multiple benefits that we were able to enjoy by introducing the chatbot, such as being able to respond to inquiries 24 hours a day and allowing employees to focus their resources on other tasks. As a result, we succeeded in reducing inquiries by 26% annually, and the person in charge of Magaseek commented that “the results were better than expected.”

sAI Chat has an excellent AI suggestion function, and it was easy to reach the desired answer. In addition, it was attractive that the burden of training man-hours was small because Customer Success ran side by side.

You can also view the following materials for introduction examples of the fashion EC site “Magaseek” and specific improvement data. If you would like to know more about the specific effects of introducing chatbots, please fill out the document request form.

2. A case of giving a chatbot the role of product search on an EC site

There are also cases where chatbots are used in place of product search functions .

Product search functionality is often a bottleneck on EC sites, which often handle a vast amount of products compared to physical stores.
Customers will leave the site if they cannot find the product they want smoothly. Furthermore, the impression that it is “hard to use” leaves an impression that you will lose the opportunity to access it again.

This is where chatbots come into play, allowing customers to interactively search for products.

When customers get stuck in a search, they immediately convey their images and requests to the chatbot. AI-controlled chatbots are responsive. As a result, the customer’s shopping experience becomes more comfortable and the process of purchasing the product becomes smoother .

3. Check inventory and shipping status with EC site and LINE chatbot

This is an example of effective use of LINE, which is used by 86 million Japanese monthly active users, rather than effective use of the chatbot itself.

Yamato Transport uses a chatbot that uses LINE LIFF, and by matching customer data registered in the company with LINE registered data, it is possible to check and specify the delivery status without the slip number .

Summary of chatbot introduction examples on EC sites

The introduction of chatbots to EC sites will be an opportunity to greatly change the shopping experience so far. Eliminating the burden on the customer not only makes shopping more comfortable, but also directly reduces the burden on the operator.

If the shopping experience becomes comfortable, it will promote repeat customers and at the same time improve the service of operators. Successful introduction of chatbots will produce a very large effect in the operation of EC sites.

To give an example of a cosmetics company that is actually using our AI chatbot, by introducing an AI chatbot for customer support, we were able to reduce inquiries and improve customer satisfaction, which led to an improvement in CVR.
AI-controlled chatbots can respond flexibly to each customer. As a result, customer satisfaction has improved, and the comfortable shopping experience also encourages the creation of repeat customers.