How to use a chatbot to improve your e-commerce

Published on May 16, 2025

Discover how to transform your e-commerce with the intelligence of chatbots.

E-commerce is growing every year at a speed that, if we're not vigilant, can leave us out of the game. If you've ever wondered why some online stores sell so much more and manage to retain their customers, I assure you that one of the most powerful secrets is to understand them well. What is a chatbot? and how it can boost your relationship with your buyers. Today, based on my experience leading Sintonai and after two decades dedicated to marketing innovation, I'll tell you how you can leverage this technology to gain a competitive advantage and turn simple visits into loyal customers.

What is a chatbot and why does it have such an impact on e-commerce?

You've probably interacted with a chatbot at some point, even if you can't always tell them apart at first glance. A chatbot is an artificial intelligence (AI) software capable of conducting automated, personalized conversations through digital channels, such as web chat or WhatsApp. The interesting thing about it isn't just that it answers questions, but that it can accompany you throughout the entire purchasing cycle: from answering questions before paying to managing returns or suggesting customized products.

At Sintonai, we've seen that e-commerce sites that integrate a chatbot increase response speed by an average of 30%TP3T and improve customer satisfaction by 21%TP3T. According to data from Juniper Research, by 2025, chatbots will handle 70%TP3T of customer service interactions in digital stores. This means that those who are early adopters of this technology are one step ahead of their competitors.

From my own experience, when I advise online stores on automating their conversations, I often say: "Customers won't wait. The first e-commerce site that responds quickly wins." Thanks to chatbots, being available 24/7 is no longer a luxury, but a concrete necessity for selling more and better.

How Sintonai helps e-commerce companies sell more and better

At Sintonai, we're dedicated to creating intelligent chatbots that adapt to every business and sector. We not only offer technology but also personal support; my job is to understand the specific challenges of each online store and design a solution that boosts its growth. When a new customer arrives, I usually study their user journey to identify the highest abandonment points or friction points in the purchasing process.

Let's take a hypothetical example: an online fashion store receives hundreds of daily inquiries about sizing, shipping, and exchanges. We set up a chatbot with Sintonai that immediately answers these questions and also offers related product recommendations in real time. The result, in many projects, exceeds 25% in conversion increases without increasing traffic investment.

I'm proud to see how, week after week, stores that implement our chatbot improve their sales and save time on repetitive customer service. And most importantly, their customers perceive a much more human, friendly, and helpful service, despite the technology involved.

Practical examples: How does a chatbot work in an online store?

Imagine a user enters your store at 11:00 PM looking for a birthday gift. The chatbot recommends products based on their preferences, answers questions about shipping policies in seconds, and, if desired, completes the purchase by guiding the user with clear and persuasive messages. Everything happens in real time, without waiting or pending tickets.

It's also common to receive questions about out-of-stock products or returns. A Sintonai chatbot can detect when inventory is replenished and notify potential buyers as soon as it's available, or process returns without human intervention, saving time and avoiding errors. Thanks to artificial intelligence, the system learns from each interaction to better adapt to each user's needs.

Not only that: chatbots can segment audiences, personalize offers, or launch cross-selling campaigns based on each customer's behavior. The magic lies in transforming each conversation into an opportunity for sales, loyalty, or improved service.

Your chance: free trial of our e-commerce chatbot

At Sintonai, we want all e-commerce businesses to experience the real impact of automating conversations. That's why we offer a 500-message free trial So you can measure the results without obligation. Just sign up and in minutes you'll have your chatbot up and running, ready to respond to your first customers.

My advice: measure your response time before and after, monitor your customer satisfaction, and analyze how many additional sales you can achieve simply by being more agile and proactive. In less than a month, your e-commerce can reach the next level, and you can ask me directly about improvements and advanced strategies if you decide to continue growing with us.

"It's not just about selling, it's about creating experiences that make your customers want to come back." That's the philosophy I apply to every project with my team.

Frequently asked questions about what a chatbot is and how it is used in e-commerce.

— Manuel Jurado, CEO of Sintonai