7 practical AI e-commerce chatbot templates for support teams

Shoppers often look for immediate help, and when they don't get it, they might leave your store empty-handed. Intelligent virtual agents can be the key to ensuring every customer gets the support they need, right when they need it. We’ll share some top AI chatbot templates that can transform your e-commerce support team’s efficiency and customer satisfaction.

Top chatbot templates for e-commerce

Nearly 83% of people need assistance while shopping online. Choosing the right chatbot template can make a world of difference. Here are some top templates that can be customized to fit your e-commerce needs.

• Welcome message chatbot: Greet customers as they arrive and guide them to the right information.
• Order status update or WISMO chatbot: Provide real-time updates on order status and delivery information.
• Product recommendation chatbot: Suggest personalized product recommendations based on browsing behavior and purchase history.
• Cart abandonment recovery chatbot: Remind customers to complete their purchase with personalized offers.
• FAQ chatbot: Instantly answer common customer queries about shipping, returns, and more.
• Post-purchase follow-up chatbot: Engage customers after their purchase with thank-you messages and product care tips.
• Feedback collection chatbot: Gather valuable customer insights with easy-to-use feedback prompts.

Of course, they can all be tailored to match your brand's voice and style, ensuring a consistent customer experience across all touchpoints.

7 AI chatbot templates for your e-commerce support

AI chatbots can be programmed to handle a variety of tasks, from answering FAQs to recommending products based on customer preferences. Let’s have a look at the most common and powerful templates to implement right away. 

Template 1: Welcome message bot

The first impression is often the most lasting. A welcome message bot can greet visitors as soon as they land on your website. This simple yet effective interaction can set the tone for a positive customer experience. The bot can offer assistance, guide users to popular products, or provide information about ongoing promotions.

Trigger: When a customer lands on the homepage or product page.

Bot:
Welcome message:
"Hi there! Welcome to [Store Name]. I'm your virtual assistant. How can I help you today?"

• Option 1: "Show me the latest promotions"
• Option 2: "Help me find a product"
• Option 3: "I have a question about my order"

Flow:

• If the customer selects Option 1:
  "Here are our current promotions: [Link to promotions page]. Let me know if anything catches your eye!"
• If the customer selects Option 2:
  "Great! What type of product are you looking for?"
  [Offer a product category list or open a text field for input].
• If the customer selects Option 3:
  "I can help with that! Do you have your order number?"
  [Proceed to order status bot].

Template 2: Order status or WISMO bot

One of the most common queries in e-commerce is about the order status. An order status bot can provide real-time updates on where a customer’s order is, from processing to shipping to delivery. This not only saves time for your support team but also provides customers with the information they need instantly.

Trigger: When a customer asks about their order.

Bot:
Initial message:
"Please provide your order number, and I'll check the status for you."

• Customer input: [Order number]

Flow:

• If the order number is valid:
  "Your order #[Order number] is currently [Order status]. Estimated delivery date: [Delivery date]."some text
  • Option 1: "Can I help with anything else?"
  • Option 2: "Contact support for more details."
• If the order number is invalid:
  "Hmm, I couldn't find that order number. Double-check it and try again, or I can connect you with support."

Template 3: Product recommendation bot

Personalized shopping experiences are a game-changer in e-commerce. A product recommendation bot can analyze a customer’s browsing history and preferences to suggest products they might be interested in. This not only helps in increasing sales but also enhances the shopping experience by making it more tailored to individual needs.

Trigger: Customer is browsing a product page or interacting with a category.

Bot:
Initial message:
"Hi! I noticed you're browsing [Product category]. Can I suggest some popular items?"

• Option 1: "Yes, show me!"
• Option 2: "I’m looking for something specific."

Flow:

• If the customer selects Option 1:
  "Here are some best-selling [Product category]: [Display product carousel with images and links]."
• If the customer selects Option 2:
  "What exactly are you looking for?"
  [Open text field for customer input].some text
  • After input: "Based on that, I recommend [Product suggestion]."

Template 4: FAQ bot

An FAQ bot can handle a wide range of common queries, from shipping policies to return procedures. This is particularly useful for new customers who might have a lot of questions before making a purchase. By providing instant answers, the FAQ bot can help in reducing cart abandonment rates.

Trigger: Customer clicks on the "Help" or "FAQ" section or asks a common question.

Bot:
Initial message:
"How can I help? Here are some common questions I can answer."

• Option 1: "What’s your return policy?"
• Option 2: "How long does shipping take?"
• Option 3: "What are your payment options?"

Flow:

• For Option 1:
  "Our return policy is [Return policy details]. You can return items within [X days] of purchase. Need more help?"
• For Option 2:
  "Shipping usually takes [X days] depending on your location. Want to track your current order?"
• For Option 3:
  "We accept [List of payment options]. Anything else you’d like to know?"

Template 5: Cart abandonment bot

Cart abandonment is a significant issue in e-commerce. A cart abandonment bot can engage customers who have added items to their cart but haven’t completed the purchase. The bot can offer assistance, provide discount codes, or answer any last-minute questions to encourage the customer to complete their purchase.

Trigger: Customer leaves items in the cart and tries to navigate away or closes the tab.

Bot:
Initial message:
"Wait, before you go! You’ve left some items in your cart. Can I help you complete your order?"

• Option 1: "Show me my cart"
• Option 2: "Apply a discount code"

Flow:

• If the customer selects Option 1:
  "Here’s what’s in your cart: [Display cart items]. Would you like to proceed to checkout?"
• If the customer selects Option 2:
  "Here’s a discount code for 10% off your order: [Code]. Apply it at checkout and save!"

Template 6: Post-purchase follow-up bot

After a purchase is made, a post-purchase follow-up bot can engage with customers to ensure they are satisfied with their purchase. This bot can ask for feedback, provide additional product recommendations, or offer assistance with any issues they might have encountered.

Trigger: Customer completes a purchase.

Bot:
Initial message:
"Thank you for your purchase! We hope you’re loving your new [Product name]."

• Option 1: "Leave feedback"
• Option 2: "Track my order"
• Option 3: "Explore related products"

Flow:

• For Option 1:
  "We’d love to hear your feedback. How was your shopping experience today?"
  [Open a rating field or text box for comments].
• For Option 2:
  "When your order has left our warehouse you can start tracking your order here: [Order tracking page link]."
• For Option 3:
  "Here are some items related to your purchase: [Display product carousel]."

Template 7: Feedback collection bot

Collecting customer feedback is crucial for improving your products and services. A feedback collection bot can reach out to customers after their purchase to gather their opinions and suggestions. This not only helps in improving your offerings but also shows customers that their opinions are valued.

Trigger: After delivery or a set period post-purchase.

Bot:
Initial message:
"Hi! We hope you’re enjoying your [Product name]. Could you spare a moment to tell us about your experience?"

• Option 1: "Sure, I’ll leave feedback"
• Option 2: "Not right now"

Flow:

• If the customer selects Option 1:
  "How would you rate your experience on a scale of 1 to 5?"
  [Capture rating].
  "Thank you! Any additional comments?"
  [Open text box for comments].
  "We appreciate your feedback. If you need further assistance, feel free to reach out."

Implementing AI chatbots in your support team

Chatbots can cut operational costs by 30%, but implementing them requires careful planning and execution. The first step is to identify the specific areas where a chatbot can add value. This could be anything from handling routine inquiries to providing personalized product recommendations. Once you've identified these areas, you can select the appropriate chatbot solution and templates to address them.

It's also important to ensure that your chatbot is integrated with your existing systems. This might involve connecting it to your CRM or e-commerce platform to access customer data and provide more personalized responses. 

Regular monitoring and updates are essential to keep the chatbot functioning optimally and to adapt to any changes in customer behavior or business needs.

The difference between an AI chatbot and digital coworkers

While AI chatbots and digital colleagues may seem similar, they serve different purposes within a business. AI chatbots are typically used for customer-facing interactions, providing quick and efficient responses to common queries. 

They are designed to handle specific tasks and are often limited to predefined scripts and responses. On the other hand, digital colleagues, like Neople, are more advanced and they assist human needs.They work alongside human teams, handling a variety of tasks such as summarizing information, analyzing, coming up with answer suggestions, translations and much more.

Unlike chatbots, digital colleagues are not limited to customer interactions and can be integrated into various aspects of a business to improve overall efficiency. 

Team up with Neople to collaborate with AI and bring out the best in customer support

At Neople, we understand the challenges you might face when implementing AI in support. That’s why we’ve designed digital coworkers that work alongside your human team. They are based on collaborative AI and designed to free customer support staff from repetitive and routine tasks.

You don’t need to struggle to figure out AI options yourself anymore. Our customer success team is here to help. Our managed services help to connect your Neople to any workflow and system so they get trained on all of your company data and communicate directly with your team. 

Via an automated feedback system it gets better with every interaction. This means, eventually your Neople can be promoted to offer self-service as well. So there’s no need anymore to work with chatbots that might fail.

Curious how a Neople can bring out the best in customer support? Book a free 30-minute demo and we’ll show you how your team can improve efficiency, optimize team talent and create memorable customer experiences.