How Do I Recommend the Right Product When Customers Aren’t Sure?
Ask the shopper what they need, then recommend from your own catalog. AeroChat syncs your Shopify products, variants, prices and collections, asks one or two questions, and suggests the products that fit, with links. It answers size and fit questions from your size guides and can show stock, so the shopper gets an answer instead of leaving. It works on your web chat, WhatsApp, Instagram, Messenger and email.
Why unsure shoppers leave
Merchants on the Shopify Community describe support inboxes full of “which one is right for me” questions. A supplement store gets asked about ingredients and certifications all day. An antiques store with hundreds of one-off pieces finds the built-in recommendations useless, because nothing sells often enough to learn from. A personalized art store wants help turning visitors into a first sale.
Product quizzes are the common answer, and merchants say many of them lose people a few questions in. Size is its own problem. Apparel sellers point out that many size charts don’t say whether the numbers are body or garment measurements, so shoppers guess, order the wrong size and send it back.
The usual fixes and their limits
- Your theme’s related products. They show items bought or viewed together. They work for stores with many repeat sales and say little for small catalogs or one-off items.
- A product finder quiz. A good quiz narrows the choice. It asks every shopper the same fixed questions, and it can’t answer a follow-up like “is this one safe for sensitive skin?”
- A recommendations or upsell app. These add bundles and “you may also like” blocks. They suggest based on behavior, not on what this shopper just told you.
- Answering by hand in chat. It converts well, because a person can ask the right question. It only works while someone is online.
How to handle it in chat with AeroChat
AeroChat keeps your catalog in sync with Shopify, along with your pages, blog posts and shipping rules. When a shopper is unsure, it asks what matters for that product, such as use, skin type, budget or size, and recommends two or three matching products with links. It answers from your size guides and product details, not from guesses. You decide in the dashboard whether it shows exact prices and stock levels and whether it shares active discounts. If a product is out of stock, it suggests an in-stock alternative.
Customer: I need a hiking backpack but not sure what size. (example)
AeroChat: Happy to help. Is it for day hikes or trips with overnight stays?
Customer: Mostly day hikes, sometimes one night.
AeroChat: Then a 28 to 35 liter pack suits you. Two good options: the Ridge 30L (US$89), light with a rain cover, and the Summit 35L (US$119), with a hip belt for heavier loads. Both are in stock (example). Want the links?
Customer: Yes, the Ridge please.
In AeroChat: the recommendation comes from your synced Shopify catalog, with live prices and stock.
Copy this into AeroChat
When a shopper is not sure which product to choose, follow these steps.
- Ask at most two questions about what matters most for that type of product, such as how they will use it, their budget or their size.
- Recommend two or three products from our catalog that match, with one line each on why it fits and a link.
- Only recommend products that are in stock. If the best match is out of stock, say so and offer the closest in-stock option.
- For size questions, answer from our size guide and say whether the measurements are body or garment measurements.
- If they ask about ingredients, materials or certifications, answer only from the product page or our knowledge base. If it is not there, say you will check with the team.
Never invent a product feature. Reply in the customer’s language.
Change the questions to the ones your best salesperson would ask before you paste it.
What to connect
- Your Shopify store. Built in. Install AeroChat from the Shopify App Store and connect your store. Products, variants, prices, images, collections, pages and discounts sync automatically.
- Your size guides and product details. Keep them on your product pages, or upload them as files to AeroChat’s knowledge.
- Your channels. Add WhatsApp, Instagram and Messenger, so shoppers who ask from your ads and posts get the same help.
Questions
Does AeroChat recommend products that are out of stock?
You decide. You can turn stock levels on or off in the dashboard, and the recipe above tells it to recommend only in-stock items and offer an alternative.
Can it recommend the right size?
It answers from your size guide and product details. The clearer your guide is about body or garment measurements, the better its answers.
Can I stop it discounting certain products?
Yes. You can exclude products or collections from the discounts AeroChat mentions.
Does it work outside my website?
Yes. The same recommendations run on WhatsApp, Instagram, Messenger and email. See WhatsApp product recommendations.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Help unsure shoppers choose
Install AeroChat, let it sync your catalog, paste the recipe, and ask your own store chat which product suits you.
7-day free trial.