Who hasn't experienced this: when gifts for several people have to be bought at once during the Christmas season, you can sometimes run out of gift ideas. A customer advisor who is there to help you would be a great help. In the stressful Advent season, however, many customers do not have so much time and prefer to shop online. And often outside official opening hours, when your customer service team has long since gone home.

However, this does not mean that your customers have to do without personalised advice.

In the following section, you will learn how chatbots can help you to be there for your customers around the clock:

5 examples of how chatbots can make buying Christmas presents easier

1. I don't know what to give as a gift

Who do I give what to? A chatbot can help with this problem by asking, like a human employee, about the preferences of the person receiving the gift and suggesting suitable items on this basis.

The chatbot greets the customer in the online shop

 2. where is my parcel and will it arrive on time?

There are two ways you can inform your customers about the delivery status of their package:

Either they actively use the chatbot and ask for the delivery status of the desired item. To do so, they tell the chatbot which item they want to know the delivery date for and receive the desired information without having to change the channel.

The customer asks the chatbot if the parcel will arrive on time
The chatbot informs the customer that the package will arrive on time

However, it is also possible to inform the customer about the delivery status via push notification, without the customer having to actively ask each time. This is especially useful in messenger channels such as Whats App. 

Deliveries can be delayed from time to time or a rescheduled appointment can intervene with the plans of the customer. Therefore it is advisable to give the customer the possibility to leave a message to the deliverer, like where the parcel should be deposited in case of absence or which neighbour will receive it.

The chatbot provides the parcel delivery company with information about the storage location

3. The item cannot be delivered in time - what could I give instead?

It can always happen that the chosen gift cannot be delivered before Christmas. Here, a chatbot can assist customers by suggesting similar items. 

The chatbot informs the customer that the desired item is out of stock

Alternatively, based on the previously selected product, it can suggest items from another product category that might suit the preferences of the recipient.

A chatbot helps customers to find gift alternatives.

4. And what if you don't like the gift?

Sometimes a present just isn't the right present. In this case, a chatbot can help with the return. First, customers log in to their account via the chatbot. 

The chatbot can show them the items they have purchased and ask them to select the item to be returned.

The customer contacts the chatbot for a return

After they have selected the article, the chatbot supports them in the process by providing them with the required return slip directly via download link.

The chatbot helps the customer return an item

In this way, the return and refunding is made as easy as possible for the customers. 

5. A voucher as a gift alternative

A chatbot can facilitate the return of wrong gifts. However, the search for a gift begins again for the customer. Here a chatbot can help by offering not to refund the amount of money, but to send it as a voucher to the presentee by mail. 

Of course, crooked amounts of money like 45,99€ do not look so good on a voucher. Therefore it is a good idea to give the customer the possibility to round up the amount to a desired amount.

To make the voucher even more personal, the customer can be offered to add a personal message to the mail.

The chatbot issues a voucher to the customer.

Chatbots - an all-round service via different channels 

All the actions described above can be performed by a bot independently without the help of service staff. By connecting it to the systems of your shop, the chatbot can access all necessary information in real time and perform the desired actions.

You can implement the bot directly on your shop's website or make it available to your customers in messenger channels such as Whatsapp. This does not require any additional effort: once your bot has been developed, it can be easily implemented via a conversational AI platform like BOTfriends X it can be connected to several channels at the same time.

If you want to know more about chatbots in e-commerce, download our white paper "Conversational Commerce - The next step in e-commerce".