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Do you have a support request? Then it's better to send an email to support@shoporama.dk

Emergency situation

In case of emergencies or breakdowns, you can send an SMS to our emergency hotline

On-call phone (SMS only)

+45 29 70 15 95

Send an SMS with the following information:

  • Your name and webshop
  • Description of the problem
  • Your callback phone number

Notes: This service is only for critical situations where your webshop is down or has serious problems. For regular support, please use our normal support channels.

Chatbot

A chatbot is an automated conversational program that answers customer questions in your online store via a chat window. It provides fast customer service around the clock and can help with everything from product questions to order status.

What is a chatbot?

A chatbot is a software program that simulates a conversation with a human user via text or voice. In a webshop context, chatbots are typically used as a chat window in the corner of the page where customers can ask questions and get automatic answers.

Modern chatbots range from simple rule-based systems ("if customer asks about delivery, show this text") to advanced AI-powered bots that understand natural language and can hold complex conversations.

Types of chatbots

Rule-based chatbots

Follows predefined decision flows with fixed answers. The customer chooses between predefined options ("Delivery question", "Return policy question", etc.). Simple to set up but limited in their ability to understand free-form questions.

AI-based chatbots

Use machine learning and NLP (Natural Language Processing) to understand and answer free-form questions. Can handle complex conversations and learn over time from customer interactions. Requires more setup and ongoing optimization.

Hybrid chatbots

Combines automated responses with the ability to escalate to a human agent when the bot can't help. The best of both worlds for most eCommerce stores.

What can a chatbot help with?

  • FAQ answering: Automatically answer frequently asked questions about delivery, returns, payment and opening hours.
  • Product guidance: Help customers find the right product based on their needs ("I'm looking for a running shoe for asphalt").
  • Order status: Let customers check the status of their order without contacting customer service.
  • Size guide: Interactive sizing guide for clothing and shoe stores.
  • Lead generation: Collect contact information and newsletter sign-ups via conversation.
  • Complaints: Receive and register complaints with relevant information, ready for customer service to process.

Benefits of chatbots

  • 24/7 availability: Chatbots never sleep. Customers can get help at any time.
  • Fast response time: Instant answers reduce waiting time and frustration.
  • Scalability: A chatbot can handle hundreds of conversations simultaneously at no extra cost.
  • Reduced support costs: Automating routine questions frees up customer service to focus on complex inquiries.
  • Data and insights: Chatbot conversations provide insights into what customers are asking and where they are having problems.

Disadvantages to be aware of

  • Limited understanding: Rule-based bots can't understand questions that don't match their scripts.
  • Frustration: A bad chatbot that can't help is worse than no chatbot. Customers get frustrated if they can't get through to a human.
  • Setup and maintenance: A good chatbot requires ongoing maintenance, optimization and updating responses.

Popular chatbot solutions

  • Tidio: User-friendly platform with live chat, chatbot and email in one. Good for smaller webshops.
  • Zendesk Chat: Part of the Zendesk suite with advanced routing and analytics.
  • Intercom: Powerful platform with AI chatbot, live chat and customer support suite.
  • HubSpot Chat: Free chatbot included in HubSpot CRM. Good starter option.
  • Gorgias: Built specifically for e-commerce with deep webshop integrations.

Most chatbot solutions are installed by adding a JavaScript snippet to your online store, which can be done via Google Tag Manager or directly in the theme.

We know online marketing in Shoporama

We've been working with online marketing ourselves for decades. As the only shop system in the country, we have spoken multiple times at conferences such as Marketingcamp, SEOday, Shopcamp, Digital Marketing, E-commerce Manager, Ecommerce Day, Web Analytics Wednesday and many more.

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