Enhancing Customer Support Features On E-commerce Sites

Are your Support bots working for the customer, or just working for you? So often I run into the bot trap when trying to contact customer support. And I would say that 99% of the time, they are ineffective and only lead to frustration. Yet, often, as consumers, we are forced to 'battle the bot' before we can get connected to a live agent for support and unless we learn how to defeat the bot, often we are caught up in this endless loop that gets us nowhere with regards to our issue. This is a result of companies that dump their Knowledge base into the bots and then release to the wild and call it DONE. It doesn't have to be this way. Imagine going to a support link for a product and being given two options. - Option 1 - "Our advanced bots resolve 95% of customer issues under 4 minutes. Would you like to give us a try first?" OR - Option 2 - "Would you like to submit a ticket to one of our support agents." So now I have a choice. It isn't forcing me to play the bot game before contacting a live agent. I won't be as let down if the bot cannot solve my issue. Next step - Continuously make your bots better. Continue to review conversations, train the bots based on real world issues, identify where they can and cannot help customers, etc etc. This should be an ongoing effort. Over time, the bots will improve. They will be more effective. Customers will start trusting them more and over time, this will organically shift your volume to something that is not only far more efficient but also providing a better customer experience. For those that know me, I am not a huge fan of the bot approach. I really believe in the power of human connection with support. However, I do see value and I do see a place. But if you are going to implement bots, do it right. Make them something that not only cuts down on volume but also enhances the customer experience, rather than make it suck. #customersupport #productsupport #bots #processimprovement #scalingsupport

Here’s how we implemented an AI Agent for our client that increased user engagement on their site by 1000X. A few months ago, the client came to us with a common problem: ⏱️ Website visitors were leaving within seconds. We took a bold step: We implemented an AI agent on their site. But not just any chatbot. This AI was designed to think like a helpful human—able to answer questions, guide users, recommend products, and even crack a light joke here and there. The result? Average time on site jumped from seconds to 4-5 minutes. That’s not just more time—it’s more trust, more exploration, and ultimately, more conversions. Here’s what worked: ✅ The AI greeted users based on the time of day. ✅ It personalized responses using browsing behavior. ✅ It never sounded robotic—it sounded real. ✅ It guided users, not just reacted. We didn’t just install an agent. We gave the website a voice, a personality, and a purpose. 📈 Engagement metrics soared. ❤️ And best of all, users left with a better experience. If your site is a revolving door of visitors, maybe it’s time to invite them to stay a while—with AI. #AI #UserExperience #CustomerEngagement #AIAgent #WebConversion #DigitalTransformation #MarketingInnovation HonestAI - Agentify Your Company GrayCyan AI Consultants & Developers

AI can massively improve customer service for your e-Commerce business... But there are 3 things you need to do before you start to implement AI... 1. Define a clear objective It’s easy to get carried away with the latest AI products and use cases. But remember, AI is just a tool to help you achieve your business goals. Make sure you are super clear on what you want to achieve with AI in your customer service. Are you trying to improve customer experience by reducing first response time? Or maybe your priority is to increase cross-sell rates? Make sure you define your goal clearly. One main way we see top brands using AI is to reduce time spent on basic tickets, freeing up more time for agents to focus on high value activities. 2. Unify your support systems If your customer communication is split across multiple platforms, AI won’t be able to help you. So the first step is get all your conversations in one place. The easiest way to do this is to use a dedicated helpdesk, like Gorgias, that can unify your entire support process. 3. Build your content base Any AI needs a source of truth about about your product and business. Work with your CS team to build out your help centre with well organised and detailed product content. The AI can then use this to learn about your business and serve up detailed responses to customers when needed. ___ AI has the potential to both drive revenue and save costs for your e-Commerce brands, just make sure you are setting the right foundations before you start implementing the latest tools! #AI #CustomerService #Ecommerce