Planning a script for your chatbot is key to ensure pleasant online shopping experiences.
Chatbot scripts are essential for individualized buying journeys. They make sure customers don’t get spam messages. Relevant information at different purchase points touches customers’ needs, leading to high satisfaction and increased sales. A smart chatbot caters to each user’s need without much human assistance.
This blog will cover 6 chatbot scenarios regarding 6 online buying stages to help you turn visitors into prospects:
1. Scripts to nurture potential customers
Potential customers can end up in end users once they feel motivated to make a purchase. This requires follow-ups from you to trigger their purchasing desire. With customers increasingly relying on online shopping, it is estimated that 95% of purchases will be made online by 2040. Therefore, e-commerce sites that are attentive to chatbot conversational flow stands a higher chance of increasing leads than inattentive ones.
Unlike salespersons who can only chat with one person at one moment, chatbots allow simultaneous conversation with different people types. They can then learn customer shopping behaviour and build a script based on it.
There are various types of chatbot scenarios to nurture potential customers, from sending reminders to offering discounts. Below is a script example to engage prospects in 4 days:
- Day 1: Focus on the highlight product feature (For example: a waterproof speaker that you can carry in a morning shower)
- Day 2: Build trust, make them believe in your products.
- Day 3: If your customers haven’t made an order, it may be because of a high price. Consider offering them promotions. It’s a good time to do so.
- Day 4: Create FOMO (fear of missing out) effect by showing users’ feedback. They are much ready to make a purchase knowing that others also have great experience using the product.
2. Scripts to welcome new visitors
Imagine you run effective campaigns that attract a huge amount of audience. How would you ensure that they have the best first impression and that they would feel happy knowing you? That’s the reason why welcome scripts are crucial.
Greeting messages are one of the most prominent elements in conversational marketing as an onboarding step. They guide the customers and motivate them to take action. If the chatbot doesn’t appeal to users within precious first seconds, they’re going to bounce.
Customers who reach out to you already have ideas about your product in their minds through ad campaigns. A welcome chatbot script should have links to blogs or supporting documents to further assist them without human intervention.
3. Scripts to launch promotions
There are 2 kinds of customer interaction with a chatbot when they are fascinated about the promotions: either giving their contacts or leaving without any further info.
- In case of leaving chat blank: Target ads to put them back to the campaign.
- In case of customers giving contacts: Your chatbot will proceed to complete an order. If customers are still hesitant about making a purchase, try sending them promotion reminders. In-app messaging notifications such as “Don’t forget your 20% off, only 2 days left until it ends” or “Special Edition. ALL YOURS with your next purchase” make them feel special and more likely to finish the buying. A reminder should be custom and friendly enough not to put them in hassle. Allow flexible in-between reminding time to avoid spam.
4. Scripts to prevent cart abandonment
Cart abandonment is a big challenge to many online retailers. Nearly 70% of shoppers drop cart at the checkout process. This is why e-commerce owners turn towards chatbot script strategy to resolve the problems that help to recover the abandoned sales.
There are several reasons for incomplete checkout. Below are chatbot scenarios for different situations leading to cart abandonment:
- Expensive shipping costs: Sometimes customers aren’t aware of the shipping cost until they land into the payment process. Sleeknote surveys point out that as much as 55% customers drop their cart due to high shipping fee. This shows the importance of transparent extra costs. A chatbot script, in this situation, can comprise a discount or free shipping coupon to encourage users to make a purchase.
- Customers are only browsing: Some of your potential customers add an item into their cart because they are in a research phase. A chatbot can send a friendly reminder to signal them about the missing products. Messages like “Hi, we noticed that there are some items in your cart. Don’t worry, we did save them for you. Do you want to finish your purchase?” make the customers think they are cared for, and that a bot did a small favour to them. Another script is to create a sense of urgency. Make your customers realize that the clock is ticking. If they don’t complete a purchase now, others can grab it right from their nose.
- Bad site navigation: An experience where customers can’t find what they are looking for is no good. Some abandon their cart due to unclear buying paths. Chatbot, thus, can ask them some questions, show them previews of their website and redirect them to the category they’re searching for.
5. Scripts to engage customers after purchasing
Customer journey doesn’t end after purchases. It is crucial to keep in touch with them even after payment. While increasing sales is of high priority, building a loyal community through messaging apps is as much important.
Let’s take an online cosmetic shop as an example. After finalizing the order for a sunscreen, a chatbot can send instruction messages and other supplements to make buyers engaged more, and do more cross-selling. For instance:
- Day 1: Don’t forget to apply sunscreen 30 mins before going out, lovely!
- Day 2: Sunscreens protect your skin from harmful UV rays and sun damage ☀
- Day 3: Do you like X sunscreen? Recommend others to get 10% off on your next order
- Day n: Estimate the time they use up the sunscreen and remind them to buy a new one
6. Scripts to re-engage one-time buyers
With numerous options available to today’s shoppers, customer retention is vital for e-commerce brands. Retailers are making great efforts to grow repeat customers as they prove their interest in the product and the willingness to spend money.
Practices that can re-engage the existing customer and turn them into a loyal one are push notifications and loyalty programs. Plan a chatbot script to send promotional messages to inactive users. Even if they don’t buy from you, they can talk good things about you.
Planning a scenario for your chatbot is one of the most critical steps to create great shopping experiences. These examples above, hopefully, give you some ideas on chatbot scripts. There are still unnamed outlines that are waiting for you to discover yet based on user feedbacks. Should you have questions about planning your chatbot, we at BotStar are here to help you!