Current Digital Trend
In the current digital era where technological innovations are widely immersed in our economy, the eCommerce industry has grown emphatically, and many businesses have adopted D2C and O2O strategies to achieve omnichannel order fulfilments and go further beyond the geographical borders to reach a wider audience base.
Typically, with the influence of the COVID-19 crisis, customers’ shopping habits have greatly shifted from offline to online due to public health concerns, accelerating a greater demand and higher expectation on a faster-than-ever contactless service experience.
Hence, it is vital for SMEs businesses to take advantage of the use of eCommerce platforms to be actively responsive in meeting consumers’ dynamic needs and striving for outperformance in the pandemic challenges.
Investing Artificial Intelligence Technologies & Machine Learning in eCommerce
The implementation of artificial intelligence has become increasingly important within the e-commerce industry in driving innovations and smart solutions to enhance customer online shopping experience and operational efficiency.
While for machine learning - it plays an empirical role in facilitating smarter market research, anticipating customers’ shopping patterns, evaluating accurate sales predictions to develop more directive strategies and retarget potential shoppers in the market.
In recent years, a majority of tech companies - Google, Microsoft, IBM, Yahoo, Facebook, etc - have made heavy investments in embracing artificial intelligence technologies and machine learning to grow their eCommerce businesses. They have shown optimism on how the new artificial intelligence initiatives will bring great returns in smoothening the entire logistic operations, diversifying the supply chains, restructuring the inventory management, reducing the labour force, as well as, creating tailored customer supports and customer-centric search.
So, how can we achieve this?
Creating Smart Logistic Solutions
On one hand, the installation of artificial intelligence technologies within the logistic and warehouse operations allows eCommerce businesses to have a more accurate estimated time of delivery and market demand prediction to plan wisely and modify certain in-demand products before they take further actions.
On the other, it can further help eCommerce merchants to formulate smart strategies to look after the entire order fulfilment process ranging from storing to picking and packing orders for product shipments.
With such detailed planning and agility in the logistic operations, eCommerce businesses can effectively smoothen their logistic management process, allowing their operation team to focus on other business activities and competencies, as well as, lowering their cost by optimising inventory and transportation between warehouses.
Utilizing ‘Chatbots’ System
‘Chatbot’ is an automated computer program that is designed to support customers virtually through online conversations. It mainly helps to transmit accurate product information, resolve customers enquiries, execute operation & marketing tasks and identify sales opportunities.
By introducing an automated 24/7 online chatbots function on the e-commerce platform, online users can get personal and responsive customer support without the ‘working hours’ restriction.
In addition, ‘Chatbot’ is capable of evaluating and tracking customer behaviours with the help of machine learning to transform data into useful insights, which empowers eCommerce merchants to not only provide a seamless online shopping experience to their online customers but also helps them learn more about their potential customers in terms of their shopping habits and preferences specifically.
Using an AI-Driven CRM System
Similar to ‘Chatbots’, AI-driven CRM systems, i.e. Alex and Siri, are useful for handling customer queries in real-time and spotting sales opportunities.
With the built-in natural language learning ability, it can provide different human voicing pre-set options for customers to choose, realizing human-to-human interactions with virtual conversations that match with customers’ language & voicing preferences.
This not only helps eCommerce businesses in reinforcing a customer-oriented brand image with a remarkable customer experience, but it also enhances sales performance with the interactive system as a marketing gimmick. More importantly, it serves as a friendly customer service that enables customers from all around the world to communicate and voice out without any linguistic barriers.
All in all, leveraging both artificial intelligence technologies and machine learning will be essential to long-term eCommerce success.
Here is to empower the players in the eCommerce industry with the availability of more effective logistic procedures and operation management.