Best Chatbots For Shopify

What Are Chatbots?

Chatbots are software applications designed to simulate human-like conversations with users, typically via text or voice interactions. They can be powered by pre-programmed scripts or advanced artificial intelligence, such as natural language processing (NLP) and machine learning, to understand and respond to user queries.

Types of Chatbots

There are two main types of chatbot, which work in slightly different ways.

1. Rule-Based Chatbots

This type of chatbot operates based on pre-defined rules or scripts. They are suitable for answering simple and predictable questions.

1. AI-Powered Chatbots

AI-powered chatbots use artificial intelligence and NLP (natural language processing) to understand context, intent, and language nuances. This makes them more versatile, capable of handling complex conversations and also able to learn from past interactions to improve the quality of future interactions.

How Do Chatbots Work?

Chatbots work by processing user input, determining the intent behind it, and generating a response. Depending on the type of chatbot, the mechanisms for achieving this can vary. 

Here’s a breakdown of how chatbots typically function and their key components:

User Interface (UI)

This is where users interact with the chatbot, typically through messaging apps, websites, or voice interfaces.

Natural Language Processing (NLP)

NLP helps the chatbot understand and interpret user input. It involves:

• Natural Language Understanding (NLU) - this deciphers the meaning and intent behind the text.

• Natural Language Generation (NLG) - this creates appropriate responses.

Dialogue Management

This is the logic that determines how the chatbot responds to user queries and manages the flow of conversation.

Knowledge Base or Database

A repository of information that the chatbot draws on to provide answers or perform tasks.

Integration with Backend Systems

Many chatbots connect to external systems like CRMs, ecommerce platforms like Shopify, or booking engines to access real-time data.

Machine-Learning Models (for AI Chatbots)

AI-powered chatbots continuously learn from interactions to improve their responses over time.

How Chatbots Process a Query

Input Reception: The user sends a message (e.g. "Where is my order?").

Text Preprocessing: The input is cleaned and simplified (e.g. removing typos, breaking it into keywords).

Intent Recognition: Using natural language understanding, the chatbot identifies what the user wants (in this example, tracking an order).

Entity Recognition: The chatbot extracts relevant details from the input (e.g., "order" or an order number).

Response Generation:

• Rule-Based Chatbots will use pre-programmed responses for specific inputs.

• AI Chatbots are able to generate responses dynamically based on context and machine learning algorithms.

Response Delivery: The chatbot sends the reply back to the user (for example "Your order is on its way and will arrive tomorrow!").

Why Use a Chatbot On Your Ecommerce Store?

There are lots of benefits to using a chatbot on your Shopify store. Here are some of the key reasons to consider implementing one: 

24/7 Availability

Chatbots are always accessible to customers. They can provide round-the-clock support, allowing customers to get help at any time of the day or night. If human support is needed outside of regular business hours, the chatbot can gather contact information, take a message and notify a human agent to respond when they return. 

Cost-Effective

They reduce the need for large customer service teams, or can free up those resources for more strategic work. AI chatbots can automate repetitive tasks, which can lower operating costs and improve profitability.

Scalability and Internationalisation

They have an ability to handle multiple queries simultaneously. AI chatbots can also communicate in multiple languages, making products and services accessible to customers in other global territories and timezones.

Personalisation

Chatbots can provide tailored responses or product recommendations. Customising the bot to embody your brand’s tone and voice can offer consistent support and on-brand experiences across different touchpoints so the customer always feels they’re communicating with the same brand.

Improved User Experience

Chatbots enable you to offer instant responses and minimise wait times. In a recent study, 8 out of 10 customers said waiting times are an important part of the customer experience, while only 5 out of 10 said they experienced this. AI chatbots can provide instant resolution to many common and repetitive customer queries without human intervention.

By adding self-service options such as an FAQ or knowledge base articles with your chatbot, your bot can help customers more quickly and easily find the information they’re looking for. 

Increased Conversions and Sales

AI chatbots can engage your website visitors in real time, answering product or service questions on-demand as they browse, helping educate them on products and nudging them closer to making a purchase. They can access historical customer data, like purchase history, to provide personalised product recommendations, which are more likely to convert.

How Can Chatbots Be Used in Ecommerce?

Customer Support

They can answer FAQs, assist with orders, or provide troubleshooting help.

Customer service is one of the most common uses for chatbots. While they cannot yet replace human customer service agents entirely, there are a few ways AI chatbots can benefit customers and businesses.

They understand the customer journey - with every interaction, AI chatbots gather valuable information about your customers and their journeys. They can use this data to understand your customers’ preferences, shopping behaviour, and needs. These insights can better support their journey and improve the customer experience.

You can deploy them across a variety of platforms and touchpoints - messaging apps such as Messenger or WhatsApp, as well as your own website.

Sales Assistance

Chatbots can guide users through products, recommend items, or help to complete purchases.

Lead Generation

They can help to collect information from users to qualify leads before handing them off to sales teams.

Booking and Scheduling

Help users book appointments for product demos, sales calls or consultations.

Best Chatbots for Shopify

So what chatbots are available for Shopify stores, how do they differ, and what are their key features? Here is a rundown of five chatbots that can assist you in different ways.

Gorgias

Gorgias uses conversational AI to enable you to resolve support queries and sell more. It solves 60% of support inquiries and can increase conversions by 2.5 times thanks to personalised recommendations. It’s used by over 15,000 ecommerce brands including Reebok, JuicePlus and Princess Polly.

Pricing depends on the number of monthly support tickets - as an example, if you have 2,000 support tickets, it’s $300 per month, or $555 per month to include 200 automated tickets.

Nibble

Nibble is a really cool AI negotiation chatbot that talks to customers on your ecommerce store and helps close sales. It’s like having someone working 24 hours a day to negotiate sales, saving you money and helping you sell more products.

It replaces voucher codes and blanket discounts with a more engaging, fun and personalised way for customers to receive deals, working within the discounting parameters that you set. 

Nibble says that the average discount negotiated by its chatbot last year was less than 8% off marked prices, much less than most predetermined sale discounts.

Tidio

Tidio has a live chat, help desk, lets you set up flows and also has an AI chatbot. This is also priced on the basis of the number of conversations. Using the example of 2,000 per month, their Growth plan comes in at €349 per month, but they also have a Starter plan at €29, a Plus plan at €749 and a Premium plan at €2,999.

Zendesk

Zendesk has been around a long time now, and has evolved to incorporate modern AI-based features for customer service functions. Its product offering includes messaging and live chat, AI and automation, plus a product for sales teams.This is priced based on number of people using it, or agents - ranging from £15pp up to £89 pp for the Suite Professional plan.

Ada

Again, this solution uses AI as its main selling point, promoting ‘AI-first customer service’. Experience the benefits of generative AI for customer service, resolving more inquiries across channels and languages with less effort. It’s named its system ‘Ada’s Reasoning Engine’ which ensures your AI Agent grows, learns and works 24/7 to continuously improve your business. Pricing isn’t available on the website - you’ll have to fill in a form and they’ll get in touch with you to discuss.

If you’d like to discuss app integrations or custom app functionality, get in touch for a chat with our team!