In this webinar, we’ve shown you how you can use chatbots to achieve the same outcomes for your e-commerce business without having to break the bank.

2. Who am I?
● Conversational Designer &
Marketer
● ~4 years of chatbot creation
experience
● Over 100 chatbots created
Content Marketer
Chatbot Specialist

3. Who am I?
● Conversational Designer &
Marketer
● ~4 years of chatbot creation
experience
● Over 100 chatbots created
Content Marketer

4. Who are we?
Helping marketers boost their
conversion rates using
conversational tech since 2015
Helping marketers boost their
conversion rates using
conversational tech since 2016

5. 1. The Importance of Customer
Support for E-commerce
2. The Issues With Traditional
Customer Support
3. Why Chatbots Work Better
4. How Customer Support Chatbots
Work
5. Demo
6. Q&A

6. The Importance of
Customer Support

7. Storytime!

12. ● Good customer support
leads to customer loyalty
which in turn leads to repeat
sales.
● That is the holy grail of
e-commerce.

13. Traditional Customer
Support

14. 1. Human-based systems
○ E.g. call centres, live
chats, email
2. Text-based systems
○ E.g. FAQs, return
policy pages etc.

15. Human-based
Customer Support

16. ● Human-based customer support is the
gold-standard for customer support
and with good reason because👇
○ Human agents are easy to talk to
○ Humans can address highly
complex issues

17. ● They are prohibitively expensive💸💸💸
○ Monetary costs: Payroll, HR, Office
space
○ Intangible costs: Stress, Free-time,
mental wellbeing
● They suffer from long wait-times⏳
○ Everyone’s been on hold before and
it is not fun

18. ● Whether it’s a hurricane,
earthquake, or a global
pandemic, s*&t happens,
and your human-based
customer support
operation can get easily
disrupted.

19. Text-based
Customer Support

20. ● Text-based systems solve the
problem
○ They’re cheap
○ They require no effort
after setup
○ They’re always available

21. ● They are unengaging
○ In 2020, people barely have
the attention span to read
through a Facebook post, let
alone a help doc or an FAQ
page

22. ● Well… the boring part is
pretty bad wasn’t it
○ Sometimes
metaphors don’t work
out🤷‍♂

23. Human-based
Effective but
expensive and
disrupt-able
Text-based
Ineffective but
cheap and reliable
Which to choose?

24. Most people choose
both!

25. But that doesn’t really
work😥

26. Human-based
Effective but
expensive and
disrupt-able
Text-based
Ineffective but
cheap and reliable
You just end up with
the downsides of both

27. But we’re here to tell
you that there is a
better way!😁

28. Automating Customer
Support Using
Chatbots

29. CHATBOTS🤖

31. The conversational form factor of a
chat interaction mimics the human
interactions that your customers
want.

32. Through the beauty of branching,
and conversational information
delivery, chatbots can step people
through complex queries

33. A single bot can handle millions of
queries at the same time. That means
you can get most of your customer
support done at the price of a single
software subscription😉

34. Chatbots don’t have to sleep, so
that means all of that goodness
we spoke about before👈 is
available 24/7/365

36. Why should you
believe us?🤔

37. Because we’ve done it
before!😎

38. GogglesNMore is an
online retailer that
sells prescription
sports eyewear.

39. They used chatbots
to automate 70% of
all of their Customer
Support queries.

40. During Hurricane Irma,
their call center went
down, but their customer
support operation didn’t
collapse because their
chatbot kept running.

41. Let’s get technical

42. How Customer Support
Chatbots Work

43. 1. Discoverability
2. Integration with your
existing stack?

44. Discoverability🔍

45. 1. Website Widget
2. Transactional Emails
3. Transactional Texts
4. WhatsApp

46. 1. Website Widget
2. Transactional Emails
3. Transactional Texts
4. WhatsApp

47. 1. Website Widget
2. Transactional Emails
3. Transactional Texts
4. WhatsApp

48. 1. Website Widget
2. Transactional Emails
3. Transactional Texts
4. WhatsApp

49. Integration with your
existing stack⚡

50. ● Ordering Backends
(Shopify, Magento)
● Ticketing Systems
(Zendesk, Freshdesk)
● Live Chat Systems
(Zendesk Chat)
● And More

51. ● Through API calls your chatbot
can access customer data
● This data can be used to enrich
the customer support
experience
○ Pull up a user’s recent
order
○ Pull up order tracking for
active orders

52. ● Your chatbot can
automatically convert a chat
conversation into a ticket
● Mark it as complete or
incomplete
● Send it to your ticketing
system so that your data is
centralized

53. ● Your chatbot can hand really
complex queries off to a
human customer support
agent

54. It’s demo time!🚨

55. Questions?

56. Contact us
Email: arnav@hellotars.com
Phone number: +1 (408) 617-9159
Website: https://hellotars.com