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Full Guide to Use Chatbot on Shopify Store

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Shopify may be the best eCommerce platform to run your online store. However, you need to focus on customer experience to increase customer satisfaction and boost revenue. One of the most important aspects of customer experience in an online store is customer support. 

Your potential and existing customers should have a clear avenue for seeking assistance. The best way to do this currently is to have a chatbot on your Shopify store.

Importance of Chatbots for Online Businesses

The main benefits of Chatbots for online business are summarised below;

1. Improving Customer Service

Technology has made it possible to have chatbots that perform customer service tasks as good, if not better, than humans. For instance, AI (or artificial intelligence) makes it possible for chatbots to learn human communication aspects like intent and offer support that is as good, if not better, than humans. 

Chatbots also make it possible to have 24/7/365 support. A chatbot doesn’t need a break. It can work constantly throughout the year. What’s more, integration with other systems makes chatbots exceedingly efficient in serving customers. 

2. Boosting Sales

Chatbots that serve clients perfectly are bound to boost sales. Since online store customers may want to ask questions before buying something, efficient customer service automatically increases sales and the bottom line (profits).

3. Boosting Brand Loyalty

Happy customers don’t need to think about buying elsewhere. Efficient customer service improves brand loyalty and offers other benefits like turning existing customers into brand ambassadors voluntarily.

How To Set Up Chatbot to Increase Conversions and Improve Your Customer Service

Set Up Chatbot to Increase Conversions

There’s a way to set up a chatbot to boost customer service and conversions. Here’s what it takes;

1. Understanding Customer Needs

The first and most important consideration is your customer needs. The needs will vary depending on factors like the product or service in question. Other influencing factors include cost, preferences, and demographics like age. A thorough understanding of customer needs should guide how a chatbot is set up. You can use the questions below to guide you!

A. How can a chatbot be customised to address specific customer needs?

Integrating a chatbot with the CRM system can help the chatbot gain important information about customer preferences, interests, and demographics that offer better understanding of their needs.

B. What are the key features and functionalities that customers expect from a chatbot in an online store?

Understanding the expectations customers have of chatbots will also help. For instance, today’s online shopper expects chatbots to be powered by advanced tech like AI, machine learning, and NLP. Customers also expect integration with other apps/systems and unmatched data privacy and security.

2. Determining Chatbot Objectives

With a thorough understanding of customer needs, you can set chatbot objectives. 

A. What are the specific goals and objectives of implementing a chatbot in an online store?

For instance, do you expect your chatbot to ask questions throughout a buyer’s journey and/or provide information aimed at persuading a customer? Chatbots can also be used to collect information and hand it over to a human sales or support team who then take over engagement. Chatbots may also be designed for marketing only (i.e., marketing chatbots).

B. How can the chatbot contribute to improving customer experience and increasing sales?

Thinking in terms of the chatbot’s contribution to improving customer experience and sales can help determine chatbot objectives. For instance, chatbots can be required to scale or boost speed in a customer service team.

3. Defining the Target Audience

To increase conversions, you must have a specific target audience in mind. To find out who they are, ask yourself these questions;

A. Who are the primary customers of the online store?

Think in terms of demographics like age, gender, location, and interests (based on their preferred products and/or services).

B. What are the characteristics and preferences of the target audience that should be considered in chatbot design?

The above demographics (age, gender, interest, and location) should be considered in chatbot design. Ideally, chatbots should be personalized or have a persona that resonates with a specific audience as this makes the experience more relatable and engaging.

4. Choosing the Right Chatbot Platform

How To Choose The Best Chatbot App For Shopify Store

While there are many chatbots, not all will work for all types of stores. Consider the following to select the right platform.

A. What are the available chatbot platforms suitable for online stores?

If you have a Shopify store, consider a chatbot available in the Shopify app store and/or built to integrate perfectly with Shopify store.

B. What are the key factors to consider when selecting a chatbot platform, such as integration capabilities and ease of use?

For your chatbot to boost customer experience and sales, it must integrate perfectly with your platform. It also needs to be user-friendly and have plans that match your budget and feature needs.

5. Defining Chatbot Personality and Tone

As mentioned, chatbots should have personas. To define personas perfectly, ask yourself the following;

A. What should be the personality and tone of the chatbot to align with the brand image and voice?

While the customer personality in question should play a role in defining chatbot personality, other considerations must be made, such as your brand image. All in all, the tone should be flexible, empathetic, and appropriate to make users comfortable and satisfied during interactions. The tone should also adapt to factors like emotion, urgency, and complexity.

B. How can the chatbot be designed to provide a personalized and human-like interaction?

Chatbots powered by advanced technologies like artificial intelligence, machine learning and NLP (natural language processing) can have human-like interactions. At the meanwhile, you can also set up the chatbot with common asked questions about your products, shipping, payment methods, etc, allowing customers to clear up their doubts easily.

6. Establishing Performance Metrics

To set up a chatbot to boost sales and customer service, there must be a way of measuring performance.

A. What are the key performance indicators (KPIs) to measure the success of the chatbot implementation?

Examples of KPIs to measure include total issues resolved successfully and total leads generated. Other KPIs include cost per issue.

B. How can the chatbot’s performance be monitored and evaluated regularly?

Notable performance metrics to follow include bounce rate, retention rate, activity volume, chatbot response time, and conversation length.

7. Continuous Improvement and Maintenance

Like all tech, bugs, and other technical issues are inevitable. Users may also want some elements changed. The last step to setting up a chatbot that boosts sales and customer experience is to ensure the bot is continuously improved and maintained. To do this effectively, consider the following;

A. How can user feedback be collected and utilized to improve the chatbot’s performance?

Chatbots should incorporate feedback loops and conversation analysis tools. Chatbots should ask users their opinions of the service and utilize responses to find and address gaps/issues.

B. What are the necessary steps for maintaining and updating the chatbot to ensure its effectiveness over time?

Leading chatbot maintenance tips and best practices include but aren’t limited to, tracking user conversations, adding more FAQs, training fallback queries, and updating existing content regularly.


Chatbots have many benefits. However, success is dependent on how they are set up. We’ve discussed how to set up chatbots successfully above to perform the most important goal of boosting sales and customer experience. The best bots for business and brand growth are powered by technologies like AI. Notable AI chatbot examples for Shopify include, but aren’t limited to One and helpdesk.

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