Why Do E-shops Need a Chatbot?
E-commerce is the most competitive segment of online business. Customers always have dozens of alternatives at their fingertips. A chatbot is the tool that keeps them with you.
Key figures:
- 73% of customers expect a chat option on an e-shop
- 56% of customers prefer chat over phone
- E-shops with a chatbot have 23% higher CLV (Customer Lifetime Value)
Main Chatbot Features for E-shops
1. Product Queries and Recommendations
A customer types "I'm looking for a gift for my mom who loves gardening" and the chatbot suggests 3 specific products with direct links.
2. Order Tracking
"Where is my order #12345?" – a chatbot connected to your system answers instantly without the customer needing to log in.
3. Stock and Availability Information
"Is the red variant available in size M?" – instant answer from your inventory.
4. Shipping and Payment FAQs
- How long does delivery take?
- Can I pay on delivery?
- How do I return an item?
These questions make up 60% of all customer communication.
5. Returns and Complaints Support
The chatbot guides the customer through the complaints process, records the issue, and sends a confirmation email.
Integration with E-commerce Platforms
Shopify
Add the widget code in the Theme Editor under Online Store → Themes → Edit code → theme.liquid.
WooCommerce
Use the Insert Headers and Footers plugin or add the code to functions.php.
PrestaShop
Add the code via Custom HTML Block or directly in the template.
Shoptet
Paste the widget code in the admin panel under Appearance → Templates.
Advanced Features: Personalization
The chatbot can be personalized based on:
- Logged-in customer – "Hi Martin, you have 2 items in your cart"
- Purchase history – "Based on your last order, you might also like…"
- Current page – product page chatbot offers related accessories
Results: What E-shops Achieve with a Chatbot
| Metric | Without chatbot | With chatbot | |
|---|---|---|---|
| Cart abandonment | 70% | 52% | |
| Avg. customer service cost | £1.05/query | £0.04/query | |
| Customer satisfaction (CSAT) | 72% | 89% | |
| Avg. response time | 4 minutes | 2 seconds |
Getting Started
- Register at SiteBot24.com
- Upload your FAQ or product catalog
- Copy the widget code to your e-shop
- Test with a few sample questions
- Go live – the chatbot starts helping customers immediately
The entire setup takes less than 30 minutes and requires no programming knowledge.