E-Commerce Use Cases
This guide will show you how to use Thinkstack in your e-commerce business. We'll discuss various applications to improve customer support, personalize the shopping experience, and ultimately increase your conversion rates.
We have used the website of a trouser retailer "The Pant Project," to train our bot. However, you can easily customise these scenarios to work for your industry.
Delayed delivery
This feature allows customers to conveniently track their order status directly within your chatbot. By entering their order ID, the chatbot retrieves real-time information and provides an update on the delivery stage.
Damaged products
This feature lets customers report damaged products and initiate the return process directly within the chatbot. They can also send a replacement request if needed,
Impersonal customer service
When the chatbot detects that a customer inquiry is too complex or sensitive to be handled effectively by AI, it initiates a smooth handoff to a live agent. It preserves the context of the conversation, including the customer’s query, any troubleshooting steps already taken, and relevant order or account information.
Managing returns
Managing returns is a seamless process with the AI chatbot. It can verify order details, eligibility for return, and reason for the return, reducing the need for human intervention.
It also provides personalized responses based on the customer’s purchase history, preferences, and previous interactions.
Packaging quality
The chatbot can instantly answer customer queries regarding the packaging materials used, including details on recyclability, biodegradability, and sustainability certifications.
Product shortage
Chatbots created through Thinkstack can provide real-time information on stock levels, indicating whether the product is currently available, low in stock, or out of stock.
If a product is out of stock, the chatbot suggests similar or alternative products that are available. Customers can register their interest in an out-of-stock product by joining a waitlist directly through the chatbot.
Missing items
In case of missing items, customers can register their complaints directly within the chatbot interface, providing a quick and efficient resolution process. The chatbot prompts the customer to provide their order ID to verify the purchase details. Upon confirmation of the order details, the chatbot automatically logs the complaint in the system.
Information security
With Thinkstack, you can create a chatbot that provides detailed information about the company’s data protection policies, including encryption standards, secure payment gateways, and privacy practices. Customers can also report suspected security incidents, such as unauthorized account access or fraudulent transactions.
Inconsistent quality
This feature helps customers report and resolve issues related to the inconsistent quality of products they receive. The chatbot logs the complaint in the system and provides an immediate acknowledgment to the customer. Based on the nature of the quality issue and company policies, the chatbot offers resolution options such as product replacement, refund, or store credit.
Order cancellation
Allow customers to cancel their orders directly through the Thinkstack chatbot. This feature allows for a smooth cancellation process where the chatbot prompts the customer to verify purchase details including the items ordered, shipping status, and eligibility for cancellation.
If the order is eligible for cancellation, the chatbot processes the cancellation request immediately and updates the order status. It also gives real-time confirmation of the cancellation, including details of the refunded amount and the timeline for processing the refund.
Lack of product information
Help your customers make informed purchasing decisions. With an AI chatbot, customers can instantly access detailed product information — including specifications, features, benefits, and usage instructions. They can also inquire about specific aspects of a product like dimensions, materials, warranty, and compatibility.
Note: By integrating your chatbot with tools in your retail ecosystem, you can unlock a new level of functionality. These integrations can connect the chatbot to your order tracking system, CRM (Customer Relationship Management) software, payment tools, and more.
Here are a few scenarios to show you how the chatbot can be used once these integrations are in place:
Long resolution times
Reduce wait times and provide clear communication with the Thinkstack AI chatbot. It identifies the nature of the customer’s issue and categorizes it for appropriate handling. You can also keep customers informed about the status of their issue in real-time, providing regular updates on progress and estimated resolution times.
Payment failures
Help customers resolve issues related to failed or declined payments. Here, the AI chatbot identifies the cause of the payment failure — whether it’s due to insufficient funds, incorrect payment details, or technical issues.
It will then provides a clear explanation of the issue to the customer and guide them through step-by-step troubleshooting.
Technical issues
Assist customers with technical problems. The chatbot asks specific questions and collects relevant information to diagnose the problem accurately. Then, it provides interactive troubleshooting steps for common technical issues.
Lack of payment options
Address customer concerns regarding limited payment options. The chatbot provides detailed information about all available payment options, including credit/debit cards, digital wallets, bank transfers, and installment plans. It also suggests alternatives if the preferred payment method is unavailable.
Ordering the wrong item
Quickly rectify issues related to ordering the wrong item. The chatbot allows customers to review their order details, including items, quantities, and shipping information. Customers can verify if they have ordered the correct items and identify any mistakes.
If the order has not yet been processed or shipped, the chatbot provides an option to modify the order, including changing items, quantities, or shipping details. For orders that cannot be modified (e.g., already processed), the chatbot offers an option to cancel the order and place a new one with the correct items.
Additional charges
If a customer has noticed an unexpected charge, they can speak to the AI chatbot to get the issue resolved. The bot will provide a clear breakdown of the total amount, explaining each charge separately.