The secret to better order tracking is simply sending customers regular updates, right?
Not quite. It’s about giving real-time, proactive updates to anxious customers without piling on extra tasks for your team.
Ecommerce moves quickly, and so do your customers. They expect quick answers, smooth interactions, and most of all — clear order status updates to plan their lives accordingly.
That’s where chatbots come in. Think of them as your support assistant, ready to handle those ‘where’s my order?’ (WISMO) questions and keep your customers informed 24/7.
What are chatbots in ecommerce?
Chatbots are AI-powered assistants that handle customer service queries, resolve issues, and provide real-time updates. In ecommerce, they automate tasks like guiding users through the customer journey, answering FAQs, and providing delivery status information.
By managing these tasks, chatbots save time, reduce support load, and help ecommerce companies meet customer expectations. They work across websites, apps, and messaging platforms, giving fast and easy help whenever it’s needed.
With improvements in natural language processing (NLP), chatbots feel more natural and can handle tricky customer questions with ease. They’re an essential tool for online retailers aiming to deliver smooth, personalized service.
How ecommerce chatbots can help you with order tracking
AI-driven chatbots simplify order tracking, making the post-purchase stage easier for both your customers and business.
Real-time updates
With 90% of online shoppers demanding tracking, real-time updates have become a must. Chatbots deliver updates instantly, so your customers aren’t left wondering or waiting.
24/7 support
Life doesn’t stop after business hours, and neither do chatbots. They’re always ready to provide order updates, no matter the time.
One place for everything
No more hunting for emails or tracking links. Chatbots keep all the info in one spot, making things easy and hassle-free.
More time for what matters
By answering those 'where’s my order?' questions, chatbots free up your team to focus on the bigger picture, like growing your business.
Reduced customer support costs
Chatbots can significantly decrease customer inquiries by addressing WISMO queries efficiently, reducing the need for customer service agents and saving both time and money.
Higher customer loyalty
Plus, pairing your chatbot with an optimized order confirmation page, reliable order tracking software, and a strong after sales service strategy, delivers a customer-focused experience that drives trust and long-term customer loyalty.
How to implement ecommerce chatbots for order tracking
Setting up tracking chatbots for ecommerce businesses is easier than you might think. Here’s how to get started.
1. Identify customer pain points
Start by analyzing common customer queries. Are WISMO calls overwhelming your support team? Use these insights to determine where a chatbot can add the most value.
2. Choose the right chatbot provider
Look for a provider that specializes in ecommerce and integrates easily with your existing systems.
3. Integrate with existing systems
Ensure your chatbot is connected to your order management and tracking systems. This allows it to deliver real-time updates and accurate information every time.
4. Customize for your brand
Tailor the chatbot’s tone, language, and appearance to reflect your brand personality. A seamless experience should feel like an extension of your team.
5. Test and optimize
Before going live, test your chatbot thoroughly. Gather feedback from users and make adjustments to improve its accuracy and usability. Regular reviews will ensure it continues to perform at its best.
Explore all Ingrid integrations to build a seamless and efficient e-commerce tech stack
How to measure chatbot success
Once your chatbot is up and running, it’s important to track its performance. By tracking these metrics, you can get a better understanding of the chatbot's effectiveness and make improvements to increase customer satisfaction.
User engagement
How often are customers interacting with the chatbot?
Goal completion rate
How effectively does the chatbot help users complete tasks like tracking an order or initiating a return?
Customer satisfaction
Are customers happy with their chatbot experience? Feedback forms or quick ratings can help assess this.
Return on investment (ROI)
How much time and money is your chatbot saving your business?
Cellbes handles 77% of customer queries with a bot
Order tracking can feel like a never-ending struggle. Customers expect real-time updates, and when they don’t get them, frustration grows. For support teams, that means an endless stream of WISMO requests, which take up valuable human resources and time.
This was the reality for Cellbes, whose customer support team was swamped with repetitive delivery-related questions, leaving both customers and staff feeling the strain.
AI-powered ecommerce chatbots
Kindly AI chatbots use NLP to help ecommerce businesses turn every interaction into an engaging experience that drives sales and satisfaction.
Kindly's multilingual models understands any user questions in any language, both long and short, even those using slang or spelling mistakes.
The bots also leverage well-developed, innovative solutions like dialogue building, user intent, keywords, follow-ups, and rules — all intuitive and easy to work with.
Using an integration between Kindly and Ingrid Tracking, Cellbes introduced an automated chatbot for providing post-purchase support to anxious customers.
Package tracking that makes a difference
Chatbots are only as effective as the data they rely on, and that’s where Ingrid Tracking helps retailers reclaim the post-purchase experience with proactive, full-circle delivery tracking updates.
The system ensures your chatbot delivers accurate, real-time updates consistently, keeping things simple and seamless so your customers stay informed with minimal effort.
Whether it’s a shipping update or a delay, customers get the information they need right away. No confusion, no follow-up WISMO calls. It’s about making order tracking as smooth as possible, for everyone involved.
For your customer service team, this means fewer repetitive customer support queries to handle and more time to focus on higher-value tasks. It’s a straightforward way to improve both the customer experience and your team’s efficiency.
Learn how Ingrid can help you improve your order tracking
Successful ecommerce chatbot performance
Early in the project, following the adoption, support tickets dropped by an impressive 77%, providing customers with the real-time updates they desire and helping the customer support team focus on higher-priority initiatives.
“Our fallback rate is at 4.4%, which means we have really captured what customers are asking about in an efficient and smart way."
Mikaela Loch, Customer Experience Solution Specialist, Cellbes
This translates to the chatbot understanding 95.6% of interactions and giving the correct answer. Even without Cellbes using any CX and marketing tools to engage customers with the bot instead of customer support, the engagement rate stands at 74%.
Find out how Cellbes achieved these results with Ingrid
Your ecommerce order tracking sidekick
It's time to take the hassle out of order tracking, once and for all. It doesn’t have to be complicated. When paired with the right bot strategy and order tracking tool, online stores can use the best ecommerce chatbots to reduce repetitive questions, provide real-time delivery status updates, and make the process easier for both customers and support teams.
