How to Convert High-Intent Ecommerce Shoppers with Conversational AI

High-intent shoppers are a marketer’s dream. They don’t kick tires or browse your website at random. All they want is to make a quick purchase, and they’re more likely to convert. But they’re also the ficklest group of shoppers, easily deterred by friction and quick to move on if their needs aren’t met.

Businesses and more specifically e-commerce websites, that do not tap into high-intent shoppers are quite simply leaving money on the table. Optimising the experience for these shoppers could mean the difference between a quick conversion and a missed sales opportunity.

By understanding what they’re looking for and why, you’ll be able to immediately display the most relevant products and quickly lead them to what they need, giving them the experience they expect; one that keeps them engaged.

So, the question is: do you know what visitors to your site are really looking for?

This, of course, is the million-dollar question that marketers and ecommerce professionals have been trying to answer since the dawn of digital commerce.

This is where Conversational AI can help you.

Just look at your day-to-day interactions. There is no better way to understand someone’s intent than by engaging in a conversation. This is precisely the tactic that’s being leveraged by conversational AI.

Conversational AI applications in the form of digial assistants help businesses understand a shopper’s in-the-moment needs. They can now engage with shoppers on a human and personal level, ask questions to find out what each wants and get them exactly that. Without guessing or projecting. Retailers and brands that use these solutions to show consumers what’s relevant typically see double-digit increases in conversion rates.

The power of conversation is real. Let’s look at how three companies are integrating Conversational AI in the customer journey to drive high-intent shoppers toward the purchase they want to make and are seeing substantial jumps in conversion as a result.

1. Search to sale

The vast majority of shoppers (93%) will begin their buying process with a search engine. And you can identify those that want to make a purchase quite early by analysing their search behavior. They will typically either use exact product names or transactional keywords such as “coupon”, “buy”, “discount” and “free shipping.”

Example: KitchenAid

When shoppers who are interested in KitchenAid coffee makers use transactional keywords in their search queries, the top search result leads them to KitchenAid’s digital assistant. It engages them in a conversation, asks questions to understand their needs, educates them and highlights KitchenAid’s benefits, and, in the end, shows them the products that have a high chance of being bought by that exact shopper.

The result:

• Higher engagement
• Extended time on site
• Increased Conversion Rates

Source: Digital Doughnut