E-commerce visitors have questions. "Does this run true to size?" "When will it arrive?" "What's your return policy?"
If they can't find answers in 10 seconds, they leave for a competitor who answers faster.
The average e-commerce conversion rate is 2-3%. Visitors who engage with chatbots convert at 6-8%—3x higher.
This guide covers the exact chatbot configuration for e-commerce stores.
The E-commerce Information Gap
How most e-commerce "support" works:
- Customer has question
- Customer hunts for FAQ page
- FAQ has 47 questions; Ctrl+F doesn't help
- Customer gives up and leaves
- Analytics shows "bounced from product page"—no idea why
The product information exists somewhere. But in the moment of purchase decision, it's not accessible.
E-commerce Chatbot Setup
Step 1: Connect Your Store
Add your store URL. The AI crawls:
- All product pages (names, descriptions, prices)
- Collection/category pages
- Policy pages (shipping, returns, privacy)
- FAQ content
- About pages
For a typical 50-product store: about 2 minutes.
Step 2: Add Store-Specific Knowledge
The crawl gets 80%. Add the remaining 20%:
Shipping specifics:
Standard shipping: 5-7 business days, $5.99 (free over $75)
Express shipping: 2-3 business days, $12.99
We ship to US, Canada, and UK only.
Holiday deadline: Order by Dec 15 for Christmas delivery.
Sizing guidance:
Our sizing runs slightly small.
If between sizes, size up.
Model in photos is 5'8" wearing size Medium.
Stock/inventory notes:
"Low stock" means fewer than 5 units.
Popular items restock every 2 weeks.
Step 3: Configure Page-Specific Messages
Different pages need different messages:
Product pages:
"Questions about this item? I can help with sizing, shipping, or anything else."
Cart page:
"Ready to check out? I can answer any last questions—shipping times, returns, discount codes."
Category/collection pages:
"Looking for something specific? Tell me what you need and I'll help you find it."
Configure using URL rules: Cart page starts with /cart → show cart message.
Step 4: Set Up Proactive Triggers
Don't wait for customers to start chat. Reach out at the right moment.
Exit intent trigger: When cursor moves toward closing tab:
"Before you go—any questions I can answer? Shipping, sizing, returns?"
Time-on-page trigger: If on product page 45+ seconds without adding to cart:
"Taking a closer look? I can help with sizing or answer any questions."
Cart abandonment trigger: If cart page open 2+ minutes:
"Anything holding you back? I can help with shipping costs, delivery times, or discount codes."
Conversion Conversation Examples
The Sizing Question
Visitor: Does this jacket run true to size?
I'm usually a large but some brands I need XL
Bot: Great question! Our jackets run slightly fitted.
If you're between sizes or prefer a looser fit,
I'd recommend sizing up to XL.
The model in photos is 6'1", 185 lbs, wearing
a Large for reference.
Also, we have free returns within 30 days if
the fit isn't right. Want me to add the XL
to your cart?
Without this conversation, the customer bounces—or orders wrong size and returns it.
The Shipping Question
Visitor: I need this by Saturday, is that possible?
Bot: Let me check... Today is Wednesday. With Express
shipping ($12.99), you'd receive it by Friday.
Standard shipping would arrive Monday-Tuesday,
so that wouldn't make it.
Want me to help you check out with Express?
Real-time, specific, actionable.
The Discount Hunter
Visitor: Any discount codes?
Bot: We don't have a public code right now, but:
- Free shipping on orders over $75
(you're at $62—just $13 away!)
- First-time customers: WELCOME10 for 10% off
- Student discount: 15% with valid .edu email
Which works best for you?
Instead of losing customer to a Google search for promo codes, keep them on site.
Analytics Dashboard
After setup, track:
| Metric | What It Shows |
|---|---|
| Conversations started | How many engage with chatbot |
| Resolution rate | % answered without human help |
| Conversion correlation | Chatters vs. non-chatters purchase rate |
| Top questions asked | What visitors want to know |
| Escalation topics | Where AI needs more training |
The "Top questions" report is valuable. If 50 people asked about waterproofing and product page doesn't mention it—that's a product page problem.
Expected Results
| Metric | Without Chatbot | With Chatbot |
|---|---|---|
| Visitors engaging with chat | 0% | 8-12% |
| Overall conversion rate | 2-3% | 3-4% |
| Conversion rate (chatters) | — | 6-8% (3x higher) |
| Average order value (chatters) | — | +15-25% |
| Support tickets (sizing/shipping) | High | -70-80% |
Chatters convert 3x better because they're expressing buying intent. They want information to push them over the edge.
Implementation Timeline
Week 1: Basic Setup
- Connect store URL
- Add shipping and sizing specifics
- Configure page-specific messages
- Deploy widget
Week 2: Proactive Triggers
- Enable exit intent trigger
- Enable time-on-page trigger (45 seconds)
- Enable cart abandonment trigger (2 minutes)
- Monitor engagement by trigger
Week 3: Optimize
- Review "Top Questions" report
- Add missing info to product pages or knowledge base
- Review low-confidence conversations
- Add custom training for edge cases
Ongoing:
- Weekly: What questions need human escalation? Can you automate them?
- Monthly: Conversion rate for chatters vs. non-chatters—is gap growing?
Getting Started
Start free with Kya — 60-second setup, no code.
- Point chatbot at your store
- Configure page-specific messages
- Enable proactive triggers
- First sale-saving conversation happens within hours
Most abandoned carts aren't price objections. They're unanswered questions.
"Will it fit?" "Will it arrive in time?" "Can I return it?"
Answer those questions instantly, and 2-3% conversion becomes 4-6%.
Your product pages can't do that. Your FAQ page can't do that.
A chatbot that knows your catalog, policies, and shipping—and proactively offers help—can.
