Chatbot for Ecommerce: How to Use in 2025 + Examples

Over 2.77 billion people shop online and that number is only growing with time. Businesses must keep up with rising customer expectations.

A chatbot for ecommerce helps by providing instant support, personalized recommendations, and seamless shopping experiences. It can answer questions, assist with orders, and recover abandoned carts—24/7.

In this article, you’ll learn how ecommerce chatbots work and why they are essential for online stores. You’ll also see real-world examples from brands like Sephora, H&M. Let’s dive in!

What is an Ecommerce Chatbot?

An Ecommerce 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.

Instead of waiting for a human agent, your customers get instant responses. Whether they need help tracking an order, finding a product, or starting a return, the chatbot guides them through the process.

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—no hassle, no waiting.

Ecommerce chatbots make online shopping easier for customers and free up your support team to handle more complex issues. They’re a must-have for fast, efficient, and 24/7 customer service.

Ecommerce chatbots reduce friction in the buying journey. If you’re considering building a custom chatbot, there are chatbot development companies that specialize in tailored AI solutions.

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.

Top 5 Ecommerce Chatbot Examples

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 ecommerce 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.

By offering instant fashion advice and personalized suggestions, H&M’s chatbot enhances the shopping experience and makes style selection effortless.

4. Louis Vuitton’s Luxury Chatbot

Luxury shopping meets AI with Louis Vuitton’s advanced Natural Language Processing (NLP) chatbot. This virtual assistant mimics the brand’s in-store service by helping you find products based on color, size, and style preferences.

Beyond shopping, the chatbot provides care tips for your designer items and store location assistance. It also has a social feature, allowing you to share favorite items with friends and get their opinions before purchasing.

For high-end shoppers, Louis Vuitton’s chatbot ensures a seamless, personalized, and engaging luxury shopping experience.

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 provides detailed ingredient explanations, skincare tips, and beauty routines. It even processes orders and tracks shipments. So, you can check your delivery status without contacting customer support.

For a more dynamic customer experience, businesses can consider an interactive chatbot that enhances engagement through real-time conversations.

Best AI 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:

• Limited customization without coding knowledge.
• Can be complex for beginners.

Pricing:

• Starter: $50/month
• Team: $149/month
• Business: $499/month
• Enterprise: Custom pricing

If you want a versatile and scalable chatbot, ChatBot is a great option.

2. Rep AI

Rep AI is an AI-powered chatbot designed for ecommerce businesses, especially Shopify merchants. It helps 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 engage 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
• Custom pricing based on business needs and Shopify store size

If you run a Shopify store and want a chatbot that actively sells, engages, and supports customers, Rep AI is an excellent choice.

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 $14.99/month
• WhatsApp Business: Starts at $41.29/month
• Enterprise: Starts at $300/month

If your business relies on Facebook, Instagram, or WhatsApp for sales and customer service, Chatfuel is one of the best AI chatbot options.

4. Certainly

Certainly 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: Helps visitors navigate your site, find products, and make informed purchasing decisions.
• Multichannel support: Works across websites, social media, and messaging apps to ensure a seamless shopping experience.
• Personalized product recommendations: Analyzes shopper behavior and suggests relevant products based on intent.
• CRM and order management integration: Connects to your CRM to fetch customer details, order history, and preferences for a personalized experience.
• Multi-language support: Communicates in 14+ languages for global ecommerce brands.
• Advanced analytics: Provides insights into customer interactions, conversions, and drop-off points to optimize performance.

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:

• Custom pricing based on business needs
• Demo available upon request

Certainly is an excellent choice if you want an AI chatbot that enhances customer engagement, increases sales, and provides a personalized shopping experience.

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
• Starter: $29/month
• Growth: $59/month
• Plus: $749/month

If you need an affordable, user-friendly chatbot with AI capabilities, Tidio is a great choice.

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
• Premium: Custom pricing

If you’re focused on social media sales and customer engagement, ManyChat is a powerful tool to automate interactions and drive conversions.

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.
• Works for both websites and Facebook Messenger.

Cons:

• Limited free version.
• Advanced features require paid plans.

Pricing:

1. Free version available
2. Starter Plan: $50/month
3. Professional Plan: $800/month
4. Enterprise Plan: $3,200/month

If you’re already using HubSpot for marketing and sales, this chatbot is a perfect fit. Still unsure whether to use chatbots or not? Compare the advantages and disadvantages of chatbots before you make your final choice.

How to Choose the Right Ecommerce Bot?

Choosing the right ecommerce chatbot is crucial for improving customer experience, increasing sales, and automating support. Here’s what to look for when selecting the best AI chatbot for your online store.

1. CRM Integration

A great ecommerce chatbot should connect with your customer relationship management (CRM) system. This allows it to:

• Update customer records automatically.
• Send personalized messages or email follow-ups.
• Access customer purchase history to recommend relevant products.

Without CRM integration, a chatbot can only answer basic questions. But when it’s connected to your systems, it can track orders, process returns, and even handle sales transactions directly.

2. Omnichannel Support

Your customers don’t just shop on your website. They’re also on Instagram, Facebook, WhatsApp, and other messaging platforms. A chatbot with omnichannel support ensures that you can assist shoppers wherever they are.

• Engage with customers on multiple platforms.
• Send follow-up emails or messages after interactions.
• Recover abandoned carts by reminding customers about unfinished purchases.

If your chatbot is limited to just one platform, you’re missing out on potential sales opportunities.

3. Visual Search Capability

Many shoppers prefer searching with images instead of words. 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.

• Simplifies shopping for customers who don’t know product names.
• Breaks language barriers by allowing image-based searches.
• Keeps up with modern search trends.

An ecommerce chatbot with visual search integration can help customers find what they want faster, leading to higher conversions.

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 in handling these tasks. Your bot should provide custom analytics so you can track:

• How often do customers need human support?
• Which products or services get the most chatbot inquiries?
• How effective is the chatbot at recovering abandoned carts?
• Which channels do customers prefer for interactions?

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

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.

Ecommerce chatbots answer customer questions, recommend products, recover abandoned carts, and drive more sales—all while reducing costs.

Now, you know how ecommerce chatbots work, their key benefits, and real-world examples from leading brands like Sephora and H&M. Choose the right AI chatbot platform based on your requirements and improve your ecommerce store.

FAQS

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

A chatbot for web interacts with customers on your website, handling inquiries and guiding sales. 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 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. Do chatbots help with SEO?

Yes. Chatbots improve user engagement, reduce bounce rates, and increase time spent on your site, all of which can positively impact SEO rankings.

5. 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.