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Email automation for e-commerce explained - Learn what you can do and how!

November 2, 2023
February 28, 2024

In today's fast-paced e-commerce landscape, where every customer interaction counts, the role of email automation has become increasingly vital.

Support automation is a powerful concept that enhances customer experiences, and can significantly impact your business's bottom line.

It reduces your customer support workload and the reply time to your customer.

Image - Gmail

It’s possible to automate over 30% of emails received from your customers. We have reached this number and higher with our current customer.

In this blog post, we'll delve into the world of email automation for e-commerce, exploring what can be automated, how to do it effectively, and how it differs from chatbots automation.

What can you automate easily? - The low-hanging fruit.

To start, let's explore the low-hanging fruit of email automation.
This includes handling common scenarios like

  • Spam
  • Out of office replies
  • Thank you messages

These tasks may seem small but can be quite time-consuming when done manually.

Some help desks already have these features in place, if they don’t you should consider automating it with tools for support automation. This simplifies customer service and communication management.

What to Automate Next: E-commerce Specifics

Once you've streamlined these basic email tasks, it's time to dive deeper into the e-commerce specific customers’ questions.

Consider automating processes with repetitive questions and answers like:

  • Order status
  • Claims
  • Returns
  • Etc.

These are critical aspects of e-commerce that can benefit from automation, as they often involve repetitive actions and standardized responses.

Here a good practice to detect your frequently asked questions:

  • Check your business email history
  • Ask live agents
  • Support ticket labeling
  • Template answers

Product Questions: A Valuable Use Case

One area that often gets overlooked is automating responses to product-related questions.

Customers may inquire about product details, availability, or compatibility.

Using email automation to provide informative and timely responses can boost customer satisfaction and potentially lead to increased sales.

Using Chat GPT

Leveraging AI, such as ChatGPT, is an excellent approach to automating product questions.

You can find more information about using ChatGPT in our previous blog post here - ChatGPT in E-commerce

However, it's important to note that automating emails differs from chatbots in several ways.

Email Automation vs. Chatbots: The Key Differences

Email automation is often more challenging than chat automation. Here are the main differences:

  • Emails are less interactive.
  • Emails are longer and the text is more nuanced
  • You have one chance to be correct with emails
  • Emails often have multiple intents
  • Email parsing needs to be considered

What's Easier with Email Automation

On the bright side, some things are easier with email automation:

  • You can leverage formatting options like bold text, bullet points, and links.
  • You can have longer responses.
  • You can have more structured responses.

Customers might not even realize they're communicating with an automated system.

Image - Easier with email automation
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Article by:
Urban Kopitar

I'm Amio's lead research and marketing specialist. Occasionally, I write about support automation, chatbots, e-commerce, etc.

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