Als het gaat om het onderhouden van gelukkige relaties tussen online retailers en consumenten, is personalization cruciaal. Uit een onderzoek van Epsilon blijkt dat 80% van de klanten liever koopt bij bedrijven die hun service personaliseren. De vraag van de shoppers van vandaag is een beleving die voor hen op maat is gemaakt. Het wordt interessanter als je kijkt naar deze statistiek van Accenture: 83% van deze klanten deelt graag relevante gegevens als het bedrijven helpt om een ​​personalized experience to offer. The demand for personalization is unprecedented. Indeed, the companies that meet this demand enjoy increased revenues and improved customer confidence. The good news is that you can achieve personalization with chatbots.

A chatbot is a program used to conduct online conversations between computers and people. The expenditure for this software application is expected to reach $ 142 billion by 2024. Chatbots are not new – their invention dates back to 1966. However, the integration of artificial intelligence and machine learning has given this technology a second life. Businesses use it and customers love it. Chatbots are applied in many creative ways to e-commerce, including closing the personalization gap for online companies.

Already using chatbots to communicate with your customers? Are you considering adding chatbots to your way of communicating with your customers? This is how you create personalization with chatbots:


To successfully tailor your chatbot to your customers, you need to improve your data collection system and integrate it with your bot. A data-driven chatbot with access to customer profiles is the key to the personalized experience you want to create. Important information includes FAQs, past transaction history, preferred payment methods, and conversation history. Using this data, your chatbot will respond to your customers faster and more accurately.


Letting your customers say which communication channel they want is also part of personalization with chatbots. Bots can be easily implemented on the web and SMS. Today, they are also available on WhatsApp, Instagram, Twitter, Facebook and many other social media platforms.

By giving your customers a variety of channels to choose from, they stay in their comfort zone. As a result, it becomes easier for them to feel that your company is prioritizing them.


The most critical phase comes after your chatbot goes live on designated platforms. Personalization with chatbots requires regular evaluation to eliminate errors and improve quality. Analyze your bot's performance using revealing statistics. Key metrics include retention rate, goal completion rate, human acquisition rate, user satisfaction, etc.

VerCollect chat transcripts and perform relevant analytics on them to better understand each customer. Likewise, analytics also help generate actionable insights into each customer. You can then use this to update your customer data software and then provide feedback to the bot to improve it.


Personalization with chatbots is best done by talking to customers in a way that mimics human interaction. This means addressing customers by name and playing with emojis and gifs. AI-powered chatbots can speak multiple languages, so experiment with conversations in your customer's native language and measure their responses. The aim is to make the conversations as free and organic as possible. That's why it doesn't hurt to try out different conversation techniques.

Chatbots are a work in progress. More research and progress needs to be made to help them reach their full potential. However, there is a lot you can achieve with the level the technology is at today. Personalization with chatbots is easily achievable and highly recommended.

Finally, bring chatbots into your marketing strategy and customer service today. Be sure to equip them to give that personal touch that the modern shopper craves.