Chatbot for Ecommerce: How to Use in 2025 + Examples

Over 2.77 billion people shop online, and that number is only growing. One of the major things that makes e-commerce up and running is quick chat responses. 

You know that feeling—orders are flying in, DMs are piling up, and your inbox looks like it lost a bet.

And customers want help, updates, and answers. And they want it now.

Hence, in this guide, we’re walking through:

• What ecommerce chatbots actually do
• When you should (and shouldn’t) use one
• The best tools we’ve tested in 2025
• And a few standout examples from brands like H&M and Sephora

Let’s dig in and figure out if a chatbot is the right move for your store—before your team gets buried in “Where’s my order?” emails again.

What is an Ecommerce Chatbot?

An e-commerce chatbot is an AI-powered tool that interacts with customers on your online store. It can answer questions, assist with purchases, automate sales, and provide support after a sale.

For example, say your customer wants to return a pair of jeans. Instead of searching for the return policy, they open the chatbot. With a quick tap on “Start a Return,” the bot walks you through the steps.

Best Chatbot for Ecommerce: Top 7 Choices

A report by Salesforce showed that online shopping increased by 4% in 2024 due to the use of AI chatbots. So, it’s a great idea to utilize them in your business. Here are the best ecommerce bot services you can choose from:

1. ChatBot

ChatBot is a no-code AI chatbot platform that helps ecommerce businesses automate conversations, reduce response times, and cut costs.

It integrates seamlessly with Shopify, Messenger, and Slack, making it a versatile tool for customer engagement.

Features:

• Drag-and-drop chatbot builder for easy customization.
• Pre-built templates for faster deployment.
• Real-time analytics to track chatbot performance.
• CRM and ecommerce platform integrations.
• AI-powered responses to common customer questions.

Pros:

• No coding is required.
• Works across multiple platforms.
• Provides detailed analytics for optimization.
• Offers a free 14-day trial.

Cons:

• It can be complex for beginners.

Pricing:

• Starter: $65/month
• Team: $169/month
• Business: $499/month
• Enterprise: Custom pricing

2. Rep AI

Rep AI is an AI-powered chatbot designed for ecommerce businesses, especially Shopify merchants. You can easily convert visitors into buyers, reduce support tickets, and provide actionable shopper insights.

Unlike traditional chatbots, Rep AI uses behavioral AI to sense disengaged shoppers and proactively engages them to increase conversions and sales.

Features:

• Behavioral AI: Detects when shoppers are about to leave and engages them with relevant offers or assistance.
• AI Sales Concierge: Helps shoppers navigate your store, compare products, and proceed to checkout seamlessly.
• Cart Recovery: Encourages customers to complete their purchases by offering discounts or reminders.
• Multilingual Support: Communicates with shoppers in multiple languages.
• Shopify Integration: Works directly within Shopify to increase revenue and average order value (AOV).
• Customer Insights Dashboard: Tracks shopper behavior, collects data, and helps optimize sales strategies.

Pros:

• Uses AI-driven sales techniques to boost revenue.
• Works 24/7 without human intervention.
• Reduces cart abandonment by engaging customers at the right moment.
• Helps personalize the shopping experience based on behavior.
• Supports multiple languages for global reach.
• Seamless Shopify integration with no major setup required.

Cons:

• Primarily built for Shopify users, limiting flexibility for other platforms.
• Requires some AI training to fully personalize responses.
• Higher pricing compared to basic chatbot solutions.

Pricing:

• 30-day free trial available
• $12/1000 visitors (Increases as the visitors grows)

3. Chatfuel

Chatfuel specializes in Facebook Messenger, Instagram, and WhatsApp chatbots, making it a great choice for businesses that sell through social media. It’s easy to set up, highly customizable, and designed for lead generation.

Features:

• Drag-and-drop chatbot builder with no coding required.
• 30+ chatbot templates for ecommerce.
• CRM integration to manage customer data.
• Automated responses for social media inquiries.

Pros:

• Perfect for social media automation.
• Quick setup with pre-built templates.
• 99.99% uptime guarantee.
• 24/7 support with fast response times.

Cons:

• Heavy reliance on Facebook and Instagram.
• Slower feature updates than competitors.

Pricing:

• Facebook & Instagram Business: Starts at $23.99/month
• WhatsApp Business: Starts at $34.49/month
• Enterprise: Starts at $300/month

4. Certainly

Certainly AI chatbot focuses on creating personalized shopping experiences and improving conversion rates. It also integrates seamlessly with Shopify and other ecommerce platforms.

Features:

• AI-powered shopping assistant
• Multichannel support
• Personalized product recommendations
• CRM and order management integration
• 14+ languages for global ecommerce brands.
• Insights into customer interactions, conversions, and drop-off points

Pros:

• Boosts conversion rates with AI-driven conversations.
• Automates up to 50% of customer support requests to reduce workload.
• Seamless integration with Shopify, Gorgias, Klaviyo, and Zendesk.
• Supports conversational commerce for upselling and cross-selling.
• Flexible customization options with an intuitive chatbot builder.

Cons:

• Advanced features require AI training for optimal performance.
• Not ideal for small businesses.

Pricing:

• Starter: $399/month
• Growth: $999/month
• Enterprise for custom quotation

5. Tidio

Tidio is an AI-powered chatbot that combines live chat and automated responses to improve customer engagement. It works across multiple channels, including Messenger, WhatsApp, and email.

Features:

• AI chatbot with natural language processing (NLP).
• Pre-made templates for quick setup.
• Visitor tracking for personalized recommendations.
• Multichannel support (live chat, Messenger, WhatsApp, email).

Pros:

• Easy installation and setup.
• Visual chatbot builder with no coding required.
• Provides a bot-to-human handoff feature.
• Includes analytics to track customer interactions.

Cons:

• Limited advanced customization.
• Some templates can be tricky to navigate.

Pricing:

• Free plan available
• Growth: $59/month
• Plus: $749/month
• Premium: $2999/month

Note: The pricing is for 50 conversations per month. As it scales, pricing increases too.

6. ManyChat

ManyChat is designed for social media automation, helping ecommerce businesses convert leads, automate responses, and boost sales. It’s a great option for businesses that run Facebook or Instagram ads.

Features:

• AI-driven chat automation for Facebook, Instagram, and WhatsApp.
• Pre-built templates for marketing, sales, and customer support.
• Automated responses for direct messages and comments.
• Integration with Shopify, MailChimp, and Google Sheets.

Pros:

• Ideal for social media marketing and lead generation.
• Automates Messenger, Instagram, and WhatsApp interactions.
• Helps recover abandoned carts.
• Bot-to-human transfer for customer support.

Cons:

• Lacks advanced AI features like machine learning.
• Limited customer segmentation options.

Pricing:

• Free plan available
• Pro: Starts at $15/month
• Elite: Custom pricing

7. HubSpot Chatbot Builder

HubSpot’s chatbot is ideal for businesses looking to automate customer service and qualify leads. It integrates with HubSpot’s CRM, allowing you to create personalized conversations based on customer data.

Features:

• No-code chatbot builder with rule-based workflows.
• Integrates with HubSpot CRM for lead qualification.
• Provides automated responses for FAQs.
• Routes inquiries to live agents when necessary.

Pros:

• Easy to set up with a drag-and-drop builder.
• Seamless integration with HubSpot CRM.
• Quick integration with websites

Cons:

• Enterprise features are available only on paid. 

Pricing:

1. Free version available

Still unsure whether to use chatbots or not? Compare the advantages and disadvantages of chatbots before you make your final choice.

Top 5 Ecommerce Chatbot Examples to Get Real Life Insights

Chatbots are making online shopping more efficient, personalized, and engaging. That’s why it’s growing by 24.53% annually, and more businesses are implementing it.  Here are five e-commerce chatbots that stand out:

1. Sephora Chatbot

Sephora’s chatbot is a game-changer for beauty shoppers. It provides personalized product recommendations based on your preferences and even allows you to try makeup virtually.

Whether you’re looking for the perfect foundation shade or skincare routine, this chatbot offers expert guidance. It operates on Facebook Messenger and Kik, using quizzes to understand your needs and suggest the best products.

It also helps you book in-store beauty services with ease. By combining AI-powered beauty advice with a smooth shopping experience, Sephora’s chatbot saves time and ensures you find the right products effortlessly.

2. Amazon’s Alexa Shopping Assistant

Amazon’s Alexa is a voice-activated assistant that facilitates a seamless shopping experience. You can use Alexa to search for products, place orders, and receive personalized recommendations based on your shopping habits.

Alexa also provides real-time updates on order statuses and can notify you about deals on items in your wish list.

Recently, Amazon introduced Alexa, an enhanced version offering more advanced AI capabilities. It’s available at $19.99 per month for non-Prime members, while Prime members enjoy it at no additional cost.

3. H&M’s Fashion Chatbot

Finding the perfect outfit can take forever, but H&M’s chatbot makes it easy. 

This AI assistant asks about your style preferences and suggests outfits that match your taste. It even lets you vote on different looks to refine recommendations.

Available on messaging platforms like Kik, the chatbot acts as a virtual stylist. It lets you browse without scrolling through endless products. You can save, share, and even purchase outfits directly through the chatbot.

4. Louis Vuitton’s Luxury Chatbot

Ever wish luxury shopping felt a little less… overwhelming?

Louis Vuitton’s chatbot makes it personal, with zero pressure. Built with smart NLP tech, it helps you browse by color, size, or style, just like you would in-store (minus the velvet ropes).

But it doesn’t stop at product discovery:

• Need care tips for your latest piece? It’s got you.
• Looking for the nearest boutique? Easy.
• Want to loop in a friend before buying? Share your picks in a click.

5. Kiehl’s Skincare Chatbot

Kiehl’s chatbot on Facebook Messenger is like having a personal skincare consultant in your pocket. It asks about your skin type, concerns, and goals before recommending the best products for you.

The chatbot also:

• Breaks down ingredients in plain English
• Suggests full routines, not just single products
• Tracks your order so you don’t have to ping support

If your brand sells products that require guidance or follow-up, this is the kind of interactive chatbot worth studying.And if you’re interested in getting one, feel free to reach out to Webisoft. 

How to Choose the Right Ecommerce Chatbot

Picking the right chatbot for your online store isn’t just a nice-to-have. It makes a real difference. The bot will reduce your customer support stress and recover lost sales.

But not all chatbots are built the same. So here’s what to look for when choosing one that actually helps you grow.

1. CRM Integration

First, check if the chatbot connects with your CRM.

When it does, it can:

• Update customer details automatically
• Send follow-up emails or personalized messages
• Recommend products based on past purchases

Without this connection, your chatbot will feel like a basic FAQ tool.
But with it, you’ll be able to track orders, process returns, and even close sales—right from the chat.

So, if you want more than just scripted replies, make CRM integration a must.

2. Omnichannel Support

Your customers are everywhere. 

They might message you from your website today, and from Instagram or WhatsApp tomorrow. 

That’s why your chatbot should work across multiple platforms.

Look for one that can:

• Answer questions on all major channels
• Follow up with shoppers wherever they left off
• Remind people about their cart, even if they switched devices

If your chatbot only works in one channel, you’re missing chances to connect with customers and convert.

3. Visual Search Capability

Sometimes people don’t know what a product is called.

They just have a picture.

In fact, 26.79% of searches are done in Google Images. Instead of typing “red leather boots,” they want to upload a picture and find similar products instantly.

If your store sells anything with style or detail—clothing, home decor, accessories—this feature is a game-changer.

4. Custom Analytics and Insights

A chatbot isn’t just a tool for conversations—it’s also a goldmine of customer insights. An AI powered chatbot is good at handling these tasks. 

You should be able to see things like:

• How often users need a human to step in
• Which products get asked about the most
• Whether the bot is actually recovering abandoned carts
• Which platforms your customers prefer to chat on

Tracking chatbot performance allows you to refine its responses, improve customer interactions, and maximize ROI. Without analytics, you’re just guessing what works.

What Are the Main Benefits of Using an Ecommerce Chatbot?

If you run an online store, a chatbot can streamline interactions, improve conversions, and enhance customer experience. Here’s how it benefits your business:

1. Instant Customer Support, 24/7

Your customers expect fast answers. A chatbot provides instant responses to common questions about orders, shipping, returns, and product details. More importantly, it can do it anytime, day or night.

2. Higher Engagement and Personalized Shopping

A chatbot can recommend products based on customer preferences, answer questions in real-time, and even suggest discount codes. It creates a more interactive shopping experience, making customers feel valued and understood.

3. Increased Sales and Lead Generation

Chatbots don’t just answer questions—they drive sales. 81% of customers try solving problems themselves before contacting support. By guiding customers correctly in this stage, chatbots can increase conversions. 

4. Reduced Cart Abandonment

Cart abandonment is a big problem for ecommerce stores. Chatbots can remind customers about their pending carts and offer discounts. This small nudge can make the difference between a lost sale and a successful transaction.

5. Post-Sale Support and Customer Retention

Your relationship with customers shouldn’t end at checkout. A chatbot can handle returns, track orders, process refunds, and provide product usage tips. Happy customers are more likely to return and recommend your store.

6. Cost Savings and Efficiency

Hiring a full-time customer support team is expensive. A chatbot automates repetitive tasks, freeing up your team to handle complex issues. It’s a cost-effective way to scale customer interactions without increasing overhead.

7. Data Collection for Business Growth

Every chatbot interaction gives you valuable insights into customer behavior, preferences, and pain points. This data helps you improve your products, marketing, and overall customer experience.

Conclusion

A chatbot for ecommerce is no longer just an option. It’s a necessity. 

With so many people shopping online, businesses must provide instant, personalized, and efficient customer support to stay competitive.

The key is choosing one that fits your goals and your platform.

Still figuring out where to start?

We’ve helped brands build bots that actually convert. Reach out to Webisoft and let’s do the same for you.

FAQs

1. What is the difference between a chatbot for the web and a chatbot for social media?

A chatbot for the web interacts with customers on your website, handling inquiries and guiding sales. Whereas, a chatbot for social media works on platforms like Facebook or Instagram, responding to messages and engaging with users on social channels.

2. Can I use a free chatbot for an ecommerce website?

Yes, many platforms offer a free chatbot for ecommerce websites with basic features. However, premium versions provide better AI capabilities, automation, and integrations for improved customer service and sales conversions.

3. How do ecommerce chatbots improve customer retention?

They provide instant support, personalized recommendations, and order tracking, ensuring a smooth shopping experience. Happy customers are more likely to return and recommend your store.

4. Can a chatbot handle refunds and returns?

Yes, an AI chatbot can guide customers through the return process, issue refunds, and provide return shipping details, reducing the need for human support.