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10 Chatbot Strategies eCommerce Brands Use to Boost Sales In 2023

By :

Online shopping isn’t just about silent category browsing. It is about customer communication first. Hearing and in-time guiding customers at each step of their journey is key to sales growth. 

Sounds like a task for a 24/7 customer service team, heh? It’s a good thing that a chatbot tool for business can automate part of these processes. 

Moreover, 40% of shoppers are ready to use it. Tommy Hilfiger is one of the many brands that use that knowledge. Its chatbot brings the brand an 87% rate of returning customers. Another case is the Just Eat chatbot, with a 266% conversion rate.

Intrigued? There are more examples in the article! Find out ten chatbot strategies eCommerce brands use to convert customers on websites, messengers, and social media 👇

24/7 assistance on FAQs 

Imagine a never-sleeping support manager answering repeating customer queries around the clock, with no vacation or coffee break. 

It is an automated chatbot. Think about such an employee when building your customer service 😉

Launch it and:

  • Provide visitors with instant self-service at any time. 
  • Save budget by focusing managers’ time on solving high-priority issues.

Example from the Hitee chat👇

In addition to simple questions, this FAQ chatbot can provide customers with information about insurance options.

Notify consumers about new products

This case is popular in fashion and luxury retail. Instead of mainstream emails, they talk about new collections in messengers. And for a reason! For instance, compared to the 25% Open Rate of email, Facebook has an impressive 80%.  

Thus, when the new collection is live, its subscribers see +1 in DMs. It is a company chatbot telling customers about new items in stock. Casually and cheerfully, it engages them to browse for more pieces directly in a messenger without switching to a website. 

Example from Burberry👇

This luxury retail brand implemented a Facebook Messenger chatbot to introduce customers to their latest collection of bags.

A chatbot by Burberry on MessengerImage source.

Recommend products

The ability to generate endless chatbot ideas makes it an ideal tool for businesses. And this scenario is a good confirmation of that. Launch a chatbot that will define customers’ preferences in an up to five-question dialog. 

Examples of product recommendations from Lego👇

The company launched Ralph the Gift Bot to help its customers choose the perfect gift: 

Process orders 

Allowing customers to order in a chatbot is a great idea to save your managers time and follow the introverts’ desire to avoid direct communication. 

Here is how it works. Customers choose an item and place an order without leaving a chat. For this, people share personal details like name, telephone number, and billing address, and a chatbot will route them to the checkout page on a company website. 

An example from the 1-800-Flowers store

In addition to the gift choice, its users can also submit their order information. A chatbot is like your inbound lead conversion administrator who collects recipients’ addresses, names, and phone numbers, billing addresses and only then routes them to a website checkout page.

Finally, the best thing here – to make the customer experience better, the chatbot offers to save this data.

Tell about sales and promotions

Enhance your sales campaign with a proactive chatbot message. Choose a segment you want to send it to and launch a personalized offer, for instance, 20% off on a new dress collection for customers who visit relevant store categories. 

As for the conversation scenarios, there are two options:

  • Showing products on sale and routing to a checkout or shopping cart.
  • Offer personalized recommendations of items on sale.
  • Capturing customers’ emails in exchange for a coupon.

Here is an example of how it can work 👇

This chatbot engages customers with a bright image, and then shares coupon codes.

Recover shopping carts

70% of online buyers leave items in their carts instead of buying. The fix?

  • Launch a website chatbot to engage visitors when they are trying to leave.
  • Launch a messenger or social media chatbot to re-engage those who left. 

E-commerce marketers switch to this strategy because of the low Open Rate of the classic follow-up emails and the high price of the SMS channel. 

An example of a cart-recovering chatbot 👇

Perfuel Pet Suppliers sends follow-ups in a Facebook Messenger chatbot for registered customers who left the store without a purchase. 


Image source

Upsell and cross-sell

Depending on the product page customers visit, or their shopping cart, a chatbot can suggest additional products or upgrades.

Here is an example of how it works on Shopify👇

When a customer is on a particular product page like jeans, in some time a chatbot message appears “I see you eyeing our new black Levis jeans..” and offers to discover matching items.

Gobot eCommerce Chatbot
Gobot eCommerce Chatbot

It is a great example of how businesses transform customer experience and personalize it. 

Help customers track orders

In a short conversation, a chatbot will define the issue, capture the order number, and share its status instantly. All you have to do is to integrate it with the logistics system. 

Order tracking chatbot example👇

MR.DIY, a Malaysia-based home improvement retailer, launched such a chatbot for its website visitors. In real-time, the chatbot delivers information on where is a customer’s order: 

It brought MR D.I.Y an 80% growth in its containment rate. 

Collect customers’ feedback

There are several challenges that e-commerce businesses face when trying to gather customer feedback:

  • A low response rate of the marketers’ attempts to get customers’ feedback via email.
  • Customers post negative feedback on socials or review websites.
  • A lot of time is spent collecting, managing, and analyzing customer feedback. 

The fix? Automate the process with a chatbot.

For example, contact them on checkout after the payment or after a conversation with a customer manager. 

For example 👇

You can send a short survey with stars and a comment field or turn the process into a conversation by reacting to the rating the customer gave you.

Image source.Image source.

Engage customers in the loyalty program

Use a chatbot to automate the way you:

  • Engage customers to join your loyalty program.
  • Register them.
  • Provide loyalty points updates.
  • Suggest rewards they can redeem.
  • Answer FAQs.

Loyalty program chatbot examples 👇

The first case is about loyalty program registration. The chatbot collects customers’ contacts and promises to notify them about discounts.

Image source.

The second is about points updates and announcements. It actually does what the first promised – send loyalty program updates and engage to continue shopping.

To sum up

Inspiring examples, right? When correctly set up, chatbots provide personalized interactions, resolve queries swiftly, and bring you an army of loyal customers. But to make any examples work in your business, mind the following rule – segment and personalize its workflow with the info about customers’ behavior and preferences. 

About the Author: Evelina Carillo is a friendly and skilled writer and blogger with more than a decade of experience in crafting all sorts of content for the marketing and business world. She’s also spent five years diving into the exciting world of EdTech, where she’s continued to learn and grow in her field.

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How Smarter Sales Apps Are Reinventing the Frontlines of Insurance Distribution

The insurance industry thrives on relationships—but it can only scale through efficiency, precision, and timely distribution. While much of the digital transformation buzz has focused on customer-facing portals, the real transformation is happening in the field, where modern sales apps are quietly driving a smarter, faster, and more empowered agent network.

Let’s explore how mobile-first sales enablement platforms are reshaping insurance sales across prospecting, onboarding, servicing, renewals, and growth.

The Insurance Agent Needs More Than a CRM

Today’s insurance agent is not just a policy seller—they’re also a financial advisor, data gatherer, service representative, and the face of the brand. Yet many still rely on paper forms, disconnected tools, and manual processes.

That’s where intelligent sales apps come in—not just to digitize, but to optimize, personalize, and future-proof the entire agent journey.

Real-World Use Cases: What Smart Sales Apps Are Solving

Across the insurance value chain, sales agent apps have evolved into full-service platforms—streamlining operations, boosting conversions, and empowering agents in the field. These tools aren’t optional anymore, they’re critical to how modern insurers perform. Here’s how leading insurers are empowering their agents through technology:

1. Intelligent Prospecting & Lead Management

Sales apps now empower agents to:

  • Prioritize leads using filters like policy type, value, or geography
  • Schedule follow-ups with integrated agent calendars
  • Utilize locators to look for nearby branch offices or partner physicians
  • Register and service new leads directly from mobile devices

Agents spend significantly less time navigating through disjointed systems or chasing down information. With quick access to prioritized leads, appointment scheduling, and location tools—all in one app—they can focus more on meaningful customer interactions and closing sales, rather than administrative overhead.

2. Seamless Policy Servicing, Renewals & Claims 

Sales apps centralize post-sale activities such as:

  • Tracking policy status, premium due date, and claims progress
  • Sending renewal reminders, greetings, and policy alerts in real-time
  • Accessing digital sales journeys and pre-filled forms.
  • Policy comparison, calculating premiums, and submitting documents digitally
  • Registering and monitoring customer complaints through the app itself

Customers receive a consistent and seamless experience across touchpoints—whether online, in-person, or via mobile. With digital forms, real-time policy updates, and instant access to servicing tools, agents can handle post-sale tasks like renewals and claims faster, without paperwork delays—leading to improved satisfaction and higher retention.

3. Remote Sales using Assisted Tools

Using smart tools, agents can:

  • Securely co-browse documents with customers through proposals
  • Share product visualizations in real time
  • Complete eKYC and onboarding remotely.

Agents can conduct secure, interactive consultations from anywhere—sharing proposals, visual aids, and completing eKYC remotely. This not only expands their reach to customers in digital-first or geographically dispersed markets, but also builds greater trust through real-time engagement, clear communication, and a personalized advisory experience—all without needing a physical presence.

4. Real-Time Training, Performance & Compliance Monitoring

Modern insurance apps provide:

  • On-demand access to training material
  • Commission dashboards and incentive monitoring
  • Performance reporting with actionable insights

Field agents gain access to real-time performance insights, training modules, and incentive tracking—directly within the app. This empowers them to upskill on the go, stay motivated through transparent goal-setting, and make informed decisions that align with overall business KPIs. The result is a more agile, knowledgeable, and performance-driven sales force.

5. End-to-End Sales Execution—Even Offline

Advanced insurance apps support:

  • Full application submission, from prospect to payment
  • Offline functionality in low-connectivity zones
  • Real-time needs analysis, quote generation, and e-signatures
  • Multi-login access with secure OTP-based authentication

Even in low-connectivity or remote Tier 2 and 3 markets, agents can operate at full capacity—thanks to offline capabilities, secure authentication, and end-to-end sales execution tools. This ensures uninterrupted productivity, faster policy issuance, and adherence to compliance standards, regardless of location or network availability.

6. AI-Powered Personalization for Health-Linked Products

Some forward-thinking insurers are combining AI with health platforms to:

  • Import real-time health data from fitness trackers or health apps 
  • Offer hyper-personalized insurance suggestions based on lifestyle
  • Enable field agents to tailor recommendations with more context

By integrating real-time health data from fitness trackers and wellness apps, insurers can offer hyper-personalized, preventive insurance products tailored to individual lifestyles. This empowers agents to move beyond transactional selling—becoming trusted advisors who recommend coverage based on customers’ health habits, life stages, and future needs, ultimately deepening engagement and improving long-term retention.

The Mantra Labs Advantage: Turning Strategy into Scalable Execution

We help insurers go beyond surface-level digitization to build intelligent, mobile-first ecosystems that optimize agent efficiency and customer engagement—backed by real-world impact.

Seamless Sales Enablement for Travel Insurance

We partnered with a leading travel insurance provider to develop a high-performance agent workflow platform featuring:

  • Secure Logins: Instant credential-based access without sign-up friction
  • Real-Time Performance Dashboards: At-a-glance insights into daily/monthly targets, policy issuance, and collections
  • Frictionless Policy Issuance: Complete issuance post-payment and document verification
  • OCR Integration: Auto-filled customer details directly from passport scans, minimizing errors and speeding up onboarding

This mobile-first solution empowered agents to close policies faster with significantly reduced paperwork and data entry time—improving agent productivity by 2x and enabling sales at scale.

Engagement + Analytics Transformation for Health Insurance

For one of India’s leading health insurers, we helped implement a full-funnel engagement and analytics stack:

  • User Journey Intelligence: Replaced legacy systems to track granular app behavior—policy purchases, renewals, claims, discounts, and drop-offs. Enabled real-time behavioral segmentation and personalized push/email notifications.
  • Gamified Wellness with Fitness Tracking: Added gamified fitness engagement, with rewards based on step counts and interactive nutrition quizzes—driving repeat app visits and user loyalty.
  • Attribution Tracking: Trace the exact source of traffic—whether it’s a paid campaign, referral program, or organic source—adding a layer of precision to marketing ROI.
  • Analytics: Integrated analytics to identify user interest segments. This allowed for hyper-targeted email and in-app notifications that aligned perfectly with user intent, driving both relevance and response rates.

Whether you’re digitizing field sales, gamifying customer wellness, or fine-tuning your marketing engine, Mantra Labs brings the technology depth, insurance expertise, and user-first design to turn strategy into scalable execution.

If you’re ready to modernize your agent network – Get in touch with us to explore how we can build intelligent, mobile-first tools tailored to your distribution strategy. Just remember, the best sales apps aren’t just tools, they’re growth engines; and field sales success isn’t about more apps. It’s about the right workflows, in the right hands, at the right time.

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