Are you looking to streamline your order tracking and deliver better customer service? Well, with the development of AI and technology today, we stand tall at a place where we can proudly boast of the fact of creating machines that have helped curve our lives as per our convenience and choice.
Chatbots are an excellent example of the same. Chatbots are now a powerful weapon in the arsenal for businesses wanting to keep their customers informed and delighted throughout the entire purchasing process.
Through this article on order tracking and processing chatbots, I will be sharing with you the various ways to use chatbots to track orders and better your customer service here in this blog post. I have extensively researched various e-commerce platform giants such as Amazon, Sephora, H&M, and many others and have studied the role of chatbots in them.
In this blog I have tried to pen down my thoughts and views in the simplest of ways to make you understand the importance, relevance, benefits, and uses of order tracking and processing chatbots in e-commerce markets.
What are order tracking and processing chatbots?
Order tracking and processing chatbots are basically computerized virtual assistants based on artificial intelligence that function to simplify and verify the procedure of order administration. These chatbots typically speak with customers, automate orders, and minimize the involvement of people to a very significant degree.
With the incremental implementation of order tracking and processing chatbots, online stores are able to attain higher operating efficiency, quicker order tracking and processing, and lower errors.
The order tracking and processing chatbots can also undertake a variety of other essential functions, including the updating of delivery data, tracking of order status, and resolving of consumer complaints.
The order tracking and processing chatbots can confidently process complicated client interactions, answering accurately and speaking as if you were being called by a person.
Why should you use order tracking and processing chatbots?
I am sure you are aware of the numerous tasks that are done for a single order to get it processed and delivered. Right? Right from order selection to delivery and in cases of return and refunds, order tracking and processing chatbots play an active role in the whole process.
For e-commerce websites and businesses, order-tracking chatbots are a fantastic resource as they keep customers up-to-date about their orders. Most customers are eager to know when their online orders will be delivered, and hence we end up talking to customer support for the same. In all honesty, would you like to spend your time answering these mundane questions with no respite?
In such circumstances, a chatbot can inform your customers directly about the location of their order and when it is supposed to arrive without any form of human intervention.
This is a tactic that draws in new clients without at the same time sacrificing the satisfaction of current ones. Your support staff can also be left to handle more complex client inquiries and concerns.
What are the benefits of order tracking and processing chatbots?
Now that we are discussing so much about these order tracking and processing chatbots, there have to be certain benefits to them. Chatbots are eventually the invention of modern science to practically help us evade the complexity and persistence of our routine tasks.
Some of the core benefits of using order tracking and processing chatbots are discussed below for your reference.
1. Improved customer service
One of the biggest flexes you can say is that chatbots offer personalized and improved customer support. Let me ask you something.
When you go shopping or even to a bank or anything, and you get addressed by your first name and the concerned customer executive remembers each of your issues minutely, do you feel acknowledged? We all do.
Order tracking and processing chatbots, or in fact, any other chatbots for that matter, read all your information and curate responses in a personalized way. Not only that, they would recommend products based on your buying history or search history.
The day before yesterday, I was looking for an iPad on Amazon, as I have wanted to buy it for the longest time now. While going through the details, I came across a new segment, “Frequently bought together,’ where they showcased some other associated products that would go well with my iPad. I feel this is a fab way to upsell your products.
This is how you can implement your chatbot, wherein it will recommend your client's products based on their search history. Trust me, it is going to make a difference in how your clients perceive you.
Did you know, as per a study conducted by ResearchGate, that AI chatbots automate processes like order tracking, personalized suggestions, and answering FAQs?
Companies have reported lower customer churn and higher conversion rates thanks to the proactive and personalized interaction enabled by generative AI.
2. Increased sales
It is a rather obvious fact that when customers are happy with your service, they would likely come back to you for further business or, in many cases, would recommend your business. This would eventually lead to boosting your sales and income.
Chatbots are skilled at responding to client queries in fractions of seconds. They also simultaneously recommend to their clients products that would go with or suit their current purchase.
It is also a known fact that AI-powered chatbots generate leads, drive conversions, and facilitate cross-selling. Website visitors can inquire about features, plans, or characteristics. Chatbots efficiently speed up response times while helping clients make a purchase.
Chatbots can boost your conversion rate for complex orders with a multi-step sales funnel by asking qualifying questions and connecting clients with qualified sales representatives.
3. Cost-effective
All of us who are in any business or a startup, or, for that matter, anyone who is a novice as well, are aware of the fact that one of the most expensive aspects of running any business is labor expenses.
Labor expenses are a significant contributor to cash flow problems, which are often cited as one of the primary reasons for new business failure.
By substituting one or several human agents with a chatbot, companies will be able to reduce costs related to salaries, training, etc.
4. 24/7 customer support
Any startup or growing business has to think about ways to cater to a global client base, and more often than not, you must be aware that your clients are not in the same time zone as you.
How do you then ensure that someone a thousand kilometers away gets the same quality of customer service? Once again, the answer is chatbots.
Chatbots never need a break and are always in operation. Being a machine at the end of the day, chatbots are always accessible at any point of the day. Unlike normal human customer support, who might need time to be away from their workstations for long periods of time or have "off days" when they just don't work, chatbots are an all-time accessible and workable option for buyers across varied demographics and time zones.
Being available 24/7, chatbots are a quick savior for a lot of companies in terms of engaging with their clients through their first-hand interaction. Be it night, day, or morning, or any time for that matter, chatbots are always accessible from across any point, provided you have a stable internet connection.
5. Prompt query resolution
Today, all of us are preoccupied with a lot of tasks that are both personal and professional. We do not have the time to respond to mail trails and get a solution. Both customer service executives and customers are always in a hurry.
Extended phone calls or never-ending email exchanges are frustrating to both of them. One important customer service metric is Time To Resolution (TTR), and increasing TTR could reduce your CSAT scores.
Chatbots excel when it comes to helping your customers with troubleshooting steps and providing quick solutions. Chatbots can easily identify a problem a consumer is experiencing and solve it using advanced algorithms.
With this, customers feel that a company cares about them when they are given quick support and are acknowledged.
Fun fact: As per a Statista survey published in 2024, the majority of consumers are affected by product suggestions chatbots provided them with. 36% of consumers claimed to always be affected by chatbots when making purchases, while another 25% of participants claimed that this occurred often.
What are the challenges of order tracking and processing chatbots?
It would not be fair if I only discussed the positives of using an order tracking and processing chatbot. Apart from the innumerable pros of using order tracking and processing chatbots, I have discussed some of the countable cons of the same in the sections discussed below for your reference.
1. Limited omnichannel support
Lack of omnichannel support or limited omnichannel support means your chatbot will be restricted to running on a single platform and will have no usage across multiple platforms. So what does this mean?
Suppose you deploy your chatbot to your website that specifically runs for email support. Now, today’s Gen Alpha and Beta, who spend almost a gazillion of their time on social media like Meta, Instagram, WhatsApp, and others, will miss out on your products simply for the fact that you are not available.
Simultaneously, you will miss out on getting seen and heard, which would eventually lead to low and slow sales for your venture. But hey, guess what!? You can promote your brand with us at Copilot.Live, because we are accessible across all platforms. Which platform, you may ask? To this, I will say you can access us on the webpage, call, and WhatsApp. Cool deal, isn’t it?
2. Lack of sales analytics
What are sales analytics? Do you have any basic idea about that? Well, sales analytics are basically parameters that measure how well or how slowly your chatbot is performing.
I mean, analyzing your performance is the best way to keep yourself aware of your achievements, your low areas, and areas where you need to push hard. In simple words, you will not be able to measure the ROI if you lack sales analytics.
So what are the sales analytics parameters? They are bounce rate, active users, new users, fallback rate, conversation duration, and CSAT scores.
3. Integration issues
It is often a far-fetched issue that chatbots cannot be integrated with incumbent platforms and systems, including CRM, ERP, and other in-house applications. This ultimately results in data silos, non-uniform consumer experiences, and the inability to measure chatbot performance.
A meager understanding of the customer is a result of chatbots being disengaged too often and unable to leverage complete customer data obtained in other systems, i.e., CRM or ERP.
Moreover, customers get upset and tend to scrap out when chatbots cannot access their data or transfer conversations to human agents in an effortless process.
Without CRM integration, it is challenging to track the usage of chatbots, and it becomes challenging to understand their effect on sales, customer satisfaction, and overall interaction.
4. Lack of customization
What are the very first thoughts that come to your mind when I speak of chatbots? An entity that represents you. Right? So what if I say that when you do not get the opportunity to flex this entity as per your clientele, you might lose out on a lot from your plate?
So chatbots are, at the end of the day, man-made machines that need human assistance for their upgrading and updating. A lack of customization or no customization would lead to less transparency and more generalized data.
Even though they are cost-effective and useful, off-the-shelf chatbots often do not have the flexibility to accommodate specific user needs or business objectives. They may diminish the user experience as less personalized and interactive.
With the provision of a more personalized experience that considers every client's preference and business aim, custom chatbot development presents the solution.
How to implement e-commerce chatbots for order processing?
Implementing a chatbot and developing a chatbot are all the same. We at Copilot.Live offer you a one-stop solution for implementing your chatbot within a time frame of 10 minutes. So, what are basically the steps to implement a chatbot?
We have listed below the 5 major steps for your reference. This whole process is going to take you less than 10 minutes. So, let’s not waste any further time and help you develop your first chatbot with us.
Step 1: Navigate to our official website
The first step that you need to do is to come to our website at Copilot.Live and sign up for free!
Step 2: Customize your chatbot
In the second step, you can also customize your chatbot by giving it a friendly appearance, or you can make it professional based on your clientele.
Step 3: Add data source
In the third step, you need to feed in your information. It can be used professionally or personally. You have a choice! Once you are finished, you need to train your chatbot so that whatever information and data you provide it will be the answer that it gives to your consumers and prospective customers in the future.
Step 4: Train your chatbot
In the fourth step, you can proceed to the dashboard's "Data Source" option and include the data sources that will give the chatbot all of the information about the college or university in order to train it.
The chats are stored in the menu's "Inbox" section for better training. Any conversation the chatbot has with the pupils is stored here. Consequently, you can analyze these conversations, and the chatbot can utilize them to receive instant responses.
Step 5: Test and deploy your chatbot
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The final step after developing a chatbot is to test it to ensure there are no further errors. Once complete, you can utilize a number of methods, such as an integrated platform or an embedded code snippet, to deploy it to your website or app.
How to measure the success rate of your chatbot?
As mentioned before, keeping an eye on your chatbots' success rate is important to make them legitimate and accountable. Once your chatbot is live, you should monitor how well it is performing. By monitoring these statistics, you might more precisely evaluate the performance of the chatbot and make refinements to increase client satisfaction.
1. User Engagement
To quantify user engagement with a chatbot, I would initially emphasize the significance of tracking measurements such as average session length, user satisfaction, and engagement ratio (interactions per user).
The most vital measurements to monitor when testing the effectiveness of the chatbot and user experience are conversion rate, retention rate, and bounce rate.
2. Order completion rate
Order completion rate, also known as goal completion rate (GCR) or user goal achievement rate for the chatbot session, is the second metric that can be used in order to quantify chatbot performance.
Order completion rate measures the rate at which users complete a specific sequence of tasks in the chatbot.
3. Customer POV
To assess a chatbot from their perspective, I would request you to consider KPIs that track such things as client satisfaction, engagement, and whether the chatbot is capable of fulfilling their requirements or not.
Some of the key indicators to consider are self-service rate, duration of conversation, first contact resolution, and user mood.
4. ROI
Companies are able to work out the return on investment for a chatbot by matching what benefit it creates e.g., reduced expense, additional profits, and heightened efficiency with installation and maintenance costs.
Utilize the formula of ROI for [(Total Benefits - Total Costs) / Total Costs] × 100. The most critical key performance indicators that have to be quantified include revenues, improvement in efficiency, and customer happiness.
Best order processing chatbots
Alright, with all the information above, now we have come to the most crucial segment. What are the best-rated order-processing chatbots? I have shared below for the same. Come, have a look.
1. Copilot.Live
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One of the best and most popular banking chatbots is Copilot.Live, which gives you a personalized and interactive experience for all your existing and new customers. You can build your AI agent with Copilot.Live that acts exactly like a human resource.
One of the most prominent features of Copilot.Live that you can utilize fully is its ability to alter the tempo of the discussion in an effort to match the purpose of the conversation. Allow me to elaborate.
You can make your chatbot adapted to the cause of the conversational flow, say if you wish to get into a lighter conversation or if your influential business leaders are inclined to a light but productive talk.
Features
The following are a few of the basic features that Copilot.Live offers:
- Available in over fifty languages.
- Customize the appearance.
- Has automated data syncing.
- Enhance the level of human support.
- Allow voice calls that are indistinguishable from humans.
2. Hubspot Chatbot Builder
HubSpot was launched in the year 2006; however, the HubSpot Chatbot Builder acquired by Motion AI was launched in November 2015. Today, they have 15 global offices, 8,200+ employees, and 248,000 customers worldwide.
HubSpot has an easy-to-use chatbot creator that can be used with Facebook Messenger and websites.
Aside from interacting with consumers, the chatbots of the platform can qualify leads, escalate questions to live agents, and initiate tailored email campaigns immediately after a prospect makes a conversion.
Features
- Send personalized messages using data from your contact list by connecting the platform to your CRM.
- The capacity to scrape data from publicly available URLs, like product pages or your knowledge base.
- Editor with no code utilizing rule-based chat flows.
3. Chatfuel
Founded in 2015, Chatfuel has been chosen as the trusted chatbot platform for more than 7M+ businesses, with 1B+ messages sent every month.
Chatfuel offers a range of options for its users, such as auto-reply to comments, story mentions, keyword actions, re-engage messages, and re-engage history. Apart from this, it also offers live chat, shared inbox, assigning agents, and so on and so forth.
Chatfuel is focused on Facebook, Instagram, and WhatsApp commerce bots. If the brands use Messenger in the platform, they can connect it to the websites.
Features
The qualities of Chatfuel, being one of the best e-commerce chatbot options for responding to customer inquiries on social media, are
- You can create your chatbot using a drag-and-drop creator without any coding experience.
- Over thirty ready-made templates can be used free of charge.
- Direct customers automatically from advertisements or direct messages into your channels of communication.
4. Tidio
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Launched in 2013, Tidio is an artificial intelligence chatbot that incorporates human support in solving client problems. This e-commerce AI chatbot employs Lyro AI to engage in more natural and human-sounding conversations.
Apart from assisting customers with their questions and problems, Tidio can track users on your site and create personalized offers based on their behavior.
Features
- You can avail yourself of dozens of pre-made models.
- Create personalized welcome cards for new as well as current clients.
- Tidio Multichannel enables you to have control over all live chats, Instagram chats, Messenger, WhatsApp, and email conversations.
5. ManyChat
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Spread across 190+ countries, ManyChat is rated as the number one customer conversation platform. ManyChat is a rules-based, feature-rich e-commerce chatbot that has pre-built templates for making setup simple.
ManyChat is utilized by e-commerce businesses to reroute leads from ads to messenger bots. You can also use your bot to reply automatically to Facebook comments.
Through the provision of promotions and sales, helping leads shop for products, and other functions, ManyChat's e-commerce chatbots assist leads in the consumer process. Through helping them return or offering shipment information, you can also offer post-purchase support.
Features
- Utilize Messenger to collect reviews, upsell customers, and present new products.
- Run challenges, quizzes, and gifts with a time limit.
- Allow clients to browse products or find exclusive deals.
What are the best practices of order processing chatbots?
Now, all that I have discussed so far includes what the benefits and challenges are, how to implement them, why we should measure chatbot accountability, and so on and so forth. But did I discuss how you can check the accountability?
In this segment, I will share with you the top 4 steps that you can implement to make sure that your chatbots run effectively.
1. Offer a personalized experience
Hey, Mark! Was I able to help you with your return request? Also, you were looking for a new pair of sneakers for your upcoming mountain hike last week. Would you like to continue scraping through? How did this make you feel? Acknowledged and heard. Right?
This is what personalization means. Making your chatbot a self-reciprocatory device for all your customers is the key to making your customers keep coming back to you and eventually help you scale higher in the competition gradually.
2. Keep it simple
While designing your chatbot, make sure to keep the language simple and lucid. Always remember that your clients are demographically categorized, and a lot of them might not get accustomed to proper English.
In cases like these, I would advise you to keep your chatbot interaction language simple, lucid, and comprehensible so that it reaches the maximum number of people categorically and helps them communicate better.
3. Regulate human escalation as required
The third point that I would recommend you to implement is always, always, and always keep an option for human intervention. See, let us all agree to the fact that chatbots, at the end of the day are man-made machines, and they do have their limitations.
It might not always be possible for a chatbot to handle complex or intricate customer conversations. In situations like these, always keep an option for human intervention escalation.
In certain cases the decisions should be taken by customer support executives rather than chatbots to even out any frustrations and dissatisfactions.
4. Regular monitoring and subsequent improvement
I have already discussed this before. You should always monitor and keep regular tabs on the performance of your chatbots. Running regular checks, updating as per the latest trends, and upgrading as and when required are the keys to keeping your chatbot running effectively.
Since they offer organizations and customers effective, low-cost, and easy solutions for a variety of needs, chatbots matter. They simplify operations, enhance customer happiness, and enhance customer service overall.
Chatbots can bring about customer satisfaction and efficiency through immediate responses to common questions and helping clients with processes. This frees human agents to focus on more complex issues.
Did you know, as per a study by Invesp, provided they are getting the support they need, 40% of customers do not mind if it is a chatbot or an actual person who is helping them? Chatbots can enable organizations to save up to 30% in customer care costs by facilitating quicker response times and being able to respond to up to 80% of repetitive questions.
