Alicia

The Product-Focused

They know exactly what they want. They have done the preparatory research and maybe just want to replace something they already have.

They might even have seen the product in store and just want to buy it online. So they might not even look the product description and instead simply check the name is identical before confirming the order.

The main criteria is speed. They want to quickly locate the product on the website and purchase it. To address these customers, the chatbot needs to aim for clear product identification with highly descriptive pictures. The search has to be quick and relevant.

Next

Beatrice

The Leisure Shopper

They are leisure shoppers who go on the website for inspiration or just to kill time.

They are attached to the latest trends. They look online prior to going to the store. Their potential is the conversion from browser to buyer. The most important aspect is to have visual and informative website, by showing them the latest trends, flash sales and the most bought items.

To address them, the chatbot has to recommend new and popular products, provide easy access to recommended products and new inventory and integrate with social platforms to share information about products they like.

Next

Cassandra

The Bargain Hunter

They look for the best deals possible. They want to locate the deals easily and quickly.

If they are satisfied with your deal, they might become repeat customers and recommend the website to their friends. To address them, the chatbot has to

  • Display sales items alongside with full prices items, plus providing a full section of discounted items.
  • List the product prices, associated with discounts and savings.
  • Allow easy coupon redemption or applying discounts automatically when the criteria are met.
Next

Dorothy

The One-Time Shopper

They do not have a specific customer profile and could be any of the 3 types described previously.

They are often giftcard users. They might come for the first time and are not familiar with the site. The navigation must be instinctive and user-friendly. Product description must be complete.

But the most important aspect is to allow the customer to buy without any registration, which can be a laborious process, especially for the one-time shopper.