A chatbot should do more than just answer a few simple customer questions. So, what exactly sets the best one apart?
The best ecommerce chatbot has to be quick to set up, integrate seamlessly with your existing tools, and deliver personalized experiences – both for your customers and your business. This is especially important if you want to train it on your own website data for maximum accuracy.
This guide will walk you through the top 10 AI chatbots for ecommerce. We’ve also included real-life examples, so you have everything you need to find the perfect fit for your store, your team, and your goals.
Why You Should Use an Ecommerce Chatbot
Here’s how the right chatbot can make a real difference:
Offer 24/7 customer support without added headcount
Let’s face it: customers don’t just shop from 9 to 5. They’re browsing late at night, during lunch breaks, or in different time zones. A chatbot allows you to answer their questions instantly anytime without needing to hire more staff.
For example, a chatbot can handle common inquiries like “Where’s my order?” or “What’s your return policy?” at 2 a.m.
This constant availability is a great way to build trust with your customers – they know they can get the answers they need, exactly when they need them.
Boost conversion rates and sales
Well-designed ecommerce chatbots can actively drive sales.
They engage visitors in real-time, recommend products, and offer personalized discounts. This way, they can help turn casual browsers into paying customers.
For instance, if someone lingers on a product page, your chatbot can pop up with a helpful message: “Thinking about this laptop? Get 10% off if you order now!” It’s like having a personal sales assistant who gently nudges customers toward checkout on every page.
Scalable, cost-effective solution for growing businesses
As your business grows, so do your customer interactions.
Instead of hiring more support agents to handle the increasing workload, an ecommerce chatbot can scale with your business. It can manage hundreds (or even thousands) of conversations simultaneously without breaking a sweat.
For smaller businesses, this scalability is a game-changer. You can deliver the same level of support as larger competitors without the hefty staffing costs.
Reduce cart abandonment
Cart abandonment is one of the biggest challenges in ecommerce.
In fact, the average documented online shopping cart abandonment rate is 70.19% – so even a small reduction can lead to a big boost in revenue.
Customers often leave their carts for reasons like confusion about shipping costs or forgetting to complete their purchase.
An ecommerce AI chatbot can step in with a friendly reminder: “Hey, it looks like you left some items in your cart. Need help completing your order?” This small nudge at a crucial stage in the customer journey can make a big difference.
Generate and qualify leads
Ecommerce chatbots are amazing lead generation tools – they can easily identify potential buyers early in their shopping journey.
They can ask targeted questions, like “What brings you to our store today?” or “Looking for something specific?” to guide the conversation and collect valuable details like email addresses or product preferences.
For example, if you sell customizable products or B2B items, your chatbot can qualify leads by gathering key information – such as budget or order quantity – and even schedule follow-ups for your sales team.
With automated lead capture, you can build a strong customer pipeline without adding extra workload.
What to Look for in an AI Chatbot for Ecommerce
Finding the right AI chatbot solution for ecommerce can feel overwhelming. But it all comes down to choosing one that fits your needs.
Here are some must-have features to keep an eye out for:
Seamless integration with existing platforms
Your chatbot should work like it’s part of your existing setup, not something extra to manage.
Look for one that integrates with your CRM, email marketing software, or tools like Slack and Microsoft Teams.
For example, an ecommerce chatbot that syncs with your inventory system can answer questions about product availability in real-time. This level of integration saves time, reduces errors, and keeps everything running smoothly.
Scalability with unlimited agents
As your business grows, so does your customer base – and the right chatbot should grow with you.
A scalable chatbot can handle more conversations and complexity without needing additional licenses or costs for more “agents.”
Multilingual support with auto-translation
If you’re selling internationally, this is key.
A chatbot with multilingual support can instantly translate conversations, break language barriers, and create a seamless experience for all your customers.
For example, imagine a French customer getting instant support in their language while you’re managing your operations in English – it’s a win for both sides.
Human handoff and escalation
Even the best ecommerce chatbots can’t handle everything. When complex customer queries or issues come up, it’s essential to have a smooth handoff to a human agent.
A good chatbot will pass the conversation along without making the customer repeat themselves. This keeps interactions efficient and ensures your customers feel taken care of, no matter the situation.
Customization and branding
Your chatbot is an extension of your business, so it should look and sound like your brand.
Customization options – like adding your logo, adjusting colors, or creating on-brand messaging – help your chatbot fit right into your store. Customers won’t feel like they’re chatting with a generic robot but rather with a helpful extension of your team.
10 Best Ecommerce AI Chatbot Platforms
Now that you know what features to look for, let’s take a look at the top AI chatbot platforms for e-commerce:
1. Social Intents
★★★★☆ (4.7 out of 5 stars) based on user reviews on Capterra.
If you’re looking for a chatbot that’s coding-free, easy to use, and works seamlessly with tools like Microsoft Teams and Slack, Social Intents is the best choice. It’s designed to help ecommerce businesses provide fast, efficient customer support and boost sales without breaking a sweat.
Key features
- Seamless integration: Connects with Microsoft Teams, Slack, Google Chat, Zoom, and Webex, so you can handle customer chats within the tools you already use.
- AI-powered chatbots: Utilize AI chatbots trained on your website data to provide instant responses to customer queries.
- Customization: Tailor the chat widget to match your brand’s look and feel for a cohesive customer experience.
- Scalability: Supports unlimited team members, allowing your live chat capabilities to grow alongside your business without additional per-agent costs.
- Real-time auto-translation: Communicate with customers in their preferred language and break down language barriers for expanded reach.
Learn more about Social Intents’ features here.
Pricing
- Free Trial: 14-day free trial to explore the features before committing. Get started here.
- Starter Plan: $39/month (billed annually) for 1 chat widget, 1 website domain, up to 3 agents, and 200 chat conversations per month.
- Basic Plan: $69/month (billed annually) for 2 chat widgets, 2 website domains, unlimited agents, and 1,000 chat conversations per month.
- Pro Plan: $99/month (billed annually) for 5 chat widgets, 5 website domains, unlimited agents, and 5,000 chat conversations per month.
- Business Plan: $199/month (billed annually) for 10 chat widgets, 10 website domains, unlimited agents, and 10,000 chat conversations per month.
Best for
Small to medium ecommerce businesses looking for a coding-free, scalable chatbot that integrates with existing tools.
2. SnatchBot
★★★★☆ (4.7 out of 5 stars) based on user reviews on G2.
If you’re looking for a chatbot that works across multiple channels and is easy to set up, SnatchBot might be a good fit. It’s designed to help ecommerce businesses connect with customers on platforms like websites, Facebook Messenger, and more – without needing any coding skills.
Key features
- Omni-channel deployment: Deploy chatbots across various platforms, including websites, Facebook Messenger, and more.
- Natural Language Processing (NLP): Utilize advanced NLP to effectively understand and respond to customer inquiries.
- Templates and customization: Access a variety of templates to quickly build chatbots, with options for customization to align with your brand’s voice.
- Analytics and reporting: Monitor chatbot performance through detailed analytics.
Pricing
- Free Plan: Access to all basic features with SnatchBot branding and a limit of 2,000 messages per account.
- Pro Plan: Starts at $99/month, offering higher message limits and additional features such as advanced analytics and premium support.
Best for
Ecommerce businesses wanting a chatbot with multi-channel capabilities and easy setup. However, if seamless integration with tools like Microsoft Teams or Slack is a priority, you might find other platforms more tailored to your needs.
3. ManyChat
★★★★☆ (4.6 out of 5 stars) based on user reviews on Capterra.
ManyChat is designed to help you connect with customers across platforms like Facebook Messenger, Instagram, WhatsApp, and SMS. If you want to automate customer interactions while keeping things personal, ManyChat is worth considering.
Key features
- Visual flow builder: Create and customize chatbot conversations using a drag-and-drop interface.
- Multi-channel support: Engage customers on platforms such as Facebook Messenger, Instagram Direct, WhatsApp, and SMS.
- Integration capabilities: Connect with popular tools like Shopify, Google Sheets, Mailchimp, and over 2,000 apps via Zapier.
- E-commerce features: Utilize advanced features such as cart abandonment reminders, product recommendations, and order notifications.
Pricing
- Free Plan: Engage up to 1,000 contacts with basic features at no cost.
- Pro Plan: Starts at $15/month, with pricing scaling based on the number of contacts, offering access to all advanced features.
- Elite Plan: Custom pricing tailored to meet specific business needs, including dedicated onboarding and strategic recommendations.
Best for
Ecommerce businesses wanting a simple chatbot platform for multi-channel communication. However, it may not be the best choice for businesses requiring advanced customization or seamless integration with internal communication tools.
4. Chatfuel
★★★★☆ (4.2 out of 5 stars on Capterra)
Chatfuel is a chatbot platform for businesses focused on Facebook Messenger and Instagram. It’s a great option for those looking to boost social sales and automate common customer queries.
Key features
- Quick setup with pre-built templates: Offers a library of ready-made chatbot templates to get your bot up and running in minutes.
- Audience segmentation: Unique tools to target specific customer groups based on their behavior, location, or preferences.
- Social media-specific analytics: Dive deep into how your chatbot performs on Facebook and Instagram.
- Customer retargeting tools: Engage users interacting with your social posts or ads to bring them back to your store.
Pricing
- Business Plan: Starts at $23.99/month for up to 1,000 conversations, with additional tiers for higher usage.
- Enterprise Plan: Custom pricing tailored for larger businesses, including premium support.
Best for
Chatfuel is a great choice for ecommerce brands looking to maximize sales and engagement on social media platforms like Facebook and Instagram. However, it might not be the best fit for businesses wanting strong multi-platform support.
5. Tidio
★★★★☆ (4.7 out of 5 stars) based on user reviews on G2.
Tidio combines live chat, chatbots, and email marketing into a single, easy-to-use platform. It’s especially useful if you need to manage email campaigns within the same platform.
Key features
- AI-powered chatbots: Automate responses to common inquiries, assist with order tracking, and recommend products.
- Email marketing integration: Manage email campaigns directly within Tidio.
- Visitor monitoring: Track real-time visitor activity on your website to understand customer behavior and tailor interactions accordingly.
- Integration capabilities: Connect with platforms like Shopify, WordPress, and various CRM systems to streamline operations and maintain consistent customer data.
Pricing
- Free Plan: Offers essential features with limitations on the number of operators and chatbots.
- Communicator Plan: Starts at $19/month, providing unlimited live chats, up to 5 operators, and additional features like live typing and viewed pages.
- Chatbots Plan: Begins at $39/month, offering advanced chatbot functionalities with higher automation limits.
- Email Marketing Plan: Starts at $10/month, enabling email campaigns and subscriber management.
Best for
Tidio is a great choice for small to medium-sized ecommerce businesses that want an all-in-one tool to handle chat, bots, and email marketing. However, larger businesses that need advanced customization or deeper integrations may want to explore other options.
6. Ada
★★★★☆ (4.6 out of 5 stars on G2)
Ada is known as a chatbot solution for brands looking to handle high volumes of customer interactions while still keeping the conversation personal and engaging.
Key features
- AI-powered automation: Automates customer support, sales, and FAQs with advanced AI that learns and improves over time.
- Personalized customer journeys: Tailor interactions based on user behavior, preferences, and previous interactions.
- Multilingual support: Communicate with global audiences using built-in language capabilities.
- No-code interface: Build and manage chatbots without technical skills, thanks to its intuitive drag-and-drop builder.
Pricing
Pricing is customized based on your needs.
Best for
Ada is a great fit for larger ecommerce brands needing a scalable chatbot solution. However, smaller businesses or those wanting quick integrations with tools like Slack might find other platforms a better match.
7. LivePerson
★★★★☆ (4.2 out of 5 stars) based on user reviews on G2.
LivePerson is known for its Conversational Cloud® platform. It’s great for brands that want to provide personalized, AI-driven messaging at scale.
Key features
- Conversational AI: Utilize advanced AI to understand customer intent and deliver personalized responses.
- Omnichannel messaging: Engage customers seamlessly across platforms like web chat, SMS, WhatsApp, and social media.
- Analytics and insights: Access detailed analytics to monitor performance, understand customer behavior, and optimize interactions.
- Integration capabilities: Connect with CRM systems, ecommerce platforms, and other tools.
Pricing
Pricing is customized based on your needs.
Best for
LivePerson is a good choice for ecommerce businesses that need a scalable platform to manage conversations across multiple channels. However, smaller businesses or those on a tighter budget might find other platforms more accessible.
8. HubSpot
★★★★☆ (4.5 out of 5 stars) based on user reviews on G2.
HubSpot is best known for its all-in-one platform that combines marketing, sales, and customer service tools. Its AI-powered chatbot builder works seamlessly with the HubSpot CRM.
Key features
- AI-powered chatbot builder: Create intuitive chatbots without coding to monitor leads, book meetings, and provide customer support.
- CRM integration: Leverage existing contact data to personalize chatbot interactions.
- Live chat handoff: Boost customer satisfaction by transitioning conversations from chatbots to live agents when complex issues arise.
- Analytics and reporting: Gain insights into chatbot performance and customer interactions to optimize engagement strategies.
Pricing
- Free Plan: Access basic chatbot features with CRM integration at no cost.
- Starter Plan: Begins at $20/month, offering additional features and increased limits.
- Professional and Enterprise Plans: Provide advanced functionalities and customization options, with pricing available upon request.
Best for
HubSpot is great for ecommerce businesses that want a chatbot tightly integrated with their CRM for better lead management and customer engagement. However, smaller businesses or those requiring only basic chatbot functionalities might find other platforms more cost-effective.
9. ChatBot
★★★★☆ (4.6 out of 5 stars) based on user reviews on Capterra.
ChatBot is a popular platform that makes it easy for businesses to build and deploy AI-powered chatbots. It’s a good choice for engaging customers across multiple channels and automating tasks like answering FAQs or tracking orders.
Key features
- Visual builder: Design chatbot conversations effortlessly with a drag-and-drop interface.
- Multi-channel support: Deploy chatbots on websites, Facebook Messenger, Slack, and more to reach customers on their preferred platforms.
- Integration capabilities: Connect with tools like Shopify, WordPress, and Zapier.
- Analytics and reporting: Access detailed insights into chatbot performance, user interactions, and conversion metrics.
Pricing
- Starter Plan: $65/month, including 1 active chatbot, 1,000 chats per month, and basic integrations.
- Team Plan: $169/month, offering 5 active chatbots, 5,000 chats per month, and advanced integrations.
- Business Plan: $499/month, providing 20 active chatbots, 25,000 chats per month, and premium integrations.
- Enterprise Plan: Custom pricing tailored to specific business needs, including dedicated support and advanced features.
Best for
ChatBot is ideal for ecommerce businesses seeking an easy-to-use platform with robust features and multi-channel support. However, smaller businesses or those with limited budgets may find the pricing less accessible.
10. Zendesk
★★★★☆ (4.3 out of 5 stars) based on user reviews on G2.
Zendesk is a trusted name in customer service and offers ecommerce chatbots that make it easy to handle customer inquiries, recommend products, and keep shoppers happy.
Key features
- Unified customer history: Every conversation, whether through chat, email, or social media, is stored in a centralized system.
- Intent detection with AI: Zendesk’s AI not only answers questions but also detects customer intent to route complex queries to the right department or agent.
- Customizable workflows: Set up tailored workflows to handle returns, product questions, or order status inquiries automatically.
- Knowledge base integration: Chatbots can pull from your knowledge base to provide precise answers.
Pricing
- Suite Team: $49 per agent/month, offering essential support features suitable for small teams.
- Suite Growth: $79 per agent/month, providing additional features like self-service and automation.
- Suite Professional: $99 per agent/month, including advanced features such as multilingual support and customizable workspaces.
- Suite Enterprise: $150 per agent/month, offering enterprise-grade features and customization options.
Best for
Zendesk is ideal for ecommerce businesses of all sizes seeking a scalable, integrated solution for customer support and engagement. However, those looking for a standalone chatbot solution without the additional support features might find it more than they need.
Effective Ways to Use Chatbots in Ecommerce (With Examples)
Here’s how different types of chatbots are making an impact across platforms:
WhatsApp for order updates
A WhatsApp chatbot for ecommerce is perfect for keeping customers informed about their purchases.
Whether it’s sending order confirmations, shipping updates, or delivery notifications, these bots ensure that customers are always in the loop.
Messenger for booking information
KLM Royal Dutch Airlines uses Messenger to streamline booking-related queries.
Customers can check flight details, download boarding passes, and get real-time updates – all with the help of a Messenger chatbot.
This is an excellent ecommerce chatbot use case for businesses offering services or bookings.
Website for product recommendations
Amazon’s Rufus chatbot takes personalization to a whole new level.
It recommends products based on browsing history and preferences, making it easy for customers to discover items they love.
This is perfect for businesses that want a better on-site shopping experience and increased conversions.
SMS for Customer Engagement
SMS chatbots are ideal for businesses that want to stay connected with customers, especially for time-sensitive tasks like abandoned cart reminders, special discounts, or order confirmations.
The high open rates of SMS ensure your message gets noticed.
Best Practices for Using an Ecommerce Chatbot
Follow these best practices to make sure your chatbot delivers results:
1. Train your chatbot on your own data
Your chatbot should feel like a natural extension of your business. By training it on your specific data – like FAQs, product details, and customer service scripts – you ensure it provides accurate and helpful responses.
A chatbot that understands your brand and products inside out creates a better experience for your customers.
2. Use proactive chat triggers
Don’t wait for customers to ask for help. Proactive chat triggers, like a friendly pop-up message when someone lingers on a product page, can guide shoppers toward a purchase.
For instance, “Need help choosing the right size? Let us assist!” can be just the nudge they need to make a decision.
3. Implement across different channels
Your customers aren’t just on your website – they’re on social media, messaging apps, and more. Make sure your chatbot works on multiple channels like WhatsApp, Messenger, and SMS.
Meeting your customers where they are makes your business more accessible and improves engagement.
4. Update your chatbot for seasonal promotions
Chatbots are great for promoting seasonal deals. Whether it’s a holiday sale or a back-to-school promotion, updating your chatbot to highlight discounts and special offers ensures customers don’t miss out.
A chatbot that says, “Check out our 20% off summer sale!” can drive more conversions.
5. Offer instant order tracking
Customers often want quick updates on their orders. Equip your chatbot to provide real-time order tracking simply by asking for an order ID or email address.
This not only saves customers the hassle of searching for updates but also reduces the workload on your support team. Instant answers like “Your package is out for delivery and will arrive by 5 PM” keep customers informed and satisfied.
6. Help recover abandoned carts
Use your chatbot to re-engage customers who left items in their cart.
For example, after a customer leaves your site, the chatbot can follow up with a friendly message like, “You forgot something! Here’s 10% off to complete your purchase.”
This feature works particularly well on platforms like WhatsApp, Messenger, or SMS, where quick reminders can nudge customers back to your store and recover lost sales.
Get Started With Ecommerce Chatbots Today
Choosing the best AI chatbot for ecommerce ultimately comes down to the unique challenges of your business.
For example, if your customers often need order updates, you need a chatbot that connects to WhatsApp and provides real-time tracking.
And if you also want to manage customer chats across different platforms or need a chatbot that integrates directly with tools like Microsoft Teams or Slack, Social Intents is the perfect fit.
With its blend of live chat and AI chatbots, no-code setup, and seamless integrations, Social Intents makes it super easy for ecommerce stores to support their customers, recover carts, and boost sales in an instant.
Curious to find out more? Sign up for a 14-day free trial today.