How do AI Chatbots Provide Customer Insights for Business Owners?

As a business owner, you already know that the key to success is understanding your customer. Knowing who they are, what they want and how they think can go a long way toward helping you deliver top-notch products that meet their needs and exceed their expectations. This knowledge can also help you attract new customers and build loyalty among your existing ones, setting you up for a high retention rate and a stellar brand reputation.

But how can you get to know and understand your customer base on a granular level with an e-commerce site? After all, it’s not like you get to meet your customers face-to-face and have a conversation with them about their shopping experience. That’s where AI chatbots come in. Because they are designed to make a customer’s online shopping experience as personalized as possible, a chatbot can help you get to the root of what makes your customers tick. Here’s how.

Providing Context on Returning Customers

When customers interact with chatbots on your e-commerce site, every step of their interaction is stored in your system. Rather than having to guess why a customer chose a particular item or how they felt about the price or available selection, a retailer can refer to these stored chatbot conversations to develop a true understanding of how to better meet their customers’ needs.

Improving Customer Service

An AI chatbot can also help online retailers stay on top of customer service queries. By offering real-time support and solutions, chatbots allow customers to explain the issue they are having and get it resolved any time of day or night. This can be a real asset for customers who wish to avoid the hassle of staying on hold for long periods of time just to facilitate a product return, or who simply want to ask a question about shipping without being given the runaround. AI chatbots are stepping in to assist customers with their needs, giving them more freedom and convenience in the online shopping experience than ever before.

Building Authentic Customer Profiles

Chatbots powered by artificial intelligence can help online retailers fill in the blanks about their target audience. Since they communicate with customers directly and in real time, they are an ideal way for retailers to collect data from a single source by asking consumers questions during their interaction. The customers’ answers are added to their profiles and this data becomes a powerful resource thart allows retailers to segment their audiences based on tastes, behaviors and preferences, allowing them to target them more specifically through special promos and offers.

By incorporating an AI chatbot into your e-commerce site, you are not only increasing your customer experience and adding convenience and efficiency for your consumers but you are also setting yourself up to learn important things about who your customers really are.