In the age of AI-powered customer service, chatbots are quickly becoming essential tools for e-commerce businesses. But when designing a chatbot experience for your online store, one important question arises:

Should you use voice or text?

Here's how to decide which is best for your customers—and when to use both.

🧠 Start with a Solid Foundation: Your Knowledge Base

Whether you're building a voice or text-based chatbot, success starts with a well-structured knowledge base. This is what powers your chatbot's ability to answer questions about:

• Product features
• Shipping policies
• Returns and guarantees
• Customer service FAQs

A chatbot is only as smart as the information it has access to. With a good knowledge base, your AI assistant can confidently handle sales enquiries and reduce the load on your human staff.

🔗 Complex Tasks Require Real-Time Integration

For more complex tasks—like tracking orders, checking shipping updates, or reviewing purchase history—your chatbot should connect to:

• Your Shopify store
• A backend database
• Third-party logistics APIs

By doing this, your chatbot can access real-time data, allowing it to respond instantly with accurate, up-to-date information. This ensures customers receive fast, helpful support without needing to contact your team directly.

💡 Example: A customer asks, "Where is my order?"
Instead of forwarding them to support, the chatbot checks Shopify, fetches the tracking number, and replies:

"Your order was shipped on August 5th and is currently in transit. Here's your tracking link: [Track Your Order]"

This saves valuable time for your sales and support teams, while giving customers a better experience.

🗣️ Voice Chatbots: When to Use Them

Voice-based chatbots shine in situations where natural conversation is preferred, especially in:

• Hands-free environments (driving, walking)
• Accessibility support
• Phone-based support (IVR)
• Smart speaker experiences

However, voice input is less suited for:

• Entering email addresses or postcodes
• Browsing multiple product options
• Quiet environments where speaking aloud is inappropriate

💬 Text Chatbots: The E-commerce Standard

Text chatbots work seamlessly across all devices and are perfect for:

• Product recommendations
• Handling FAQs and support tickets
• Capturing customer details (email, shipping info)
• Allowing customers to scan, scroll, and interact at their pace

They're ideal for Shopify stores where speed, visuals, and user control matter.

🤖 Hybrid Bots: The Best of Both Worlds

Offering both voice and text channels can benefit businesses with diverse user needs. Hybrid chatbots let customers choose how they interact—whether that's by speaking or typing—offering a more accessible and flexible experience.

Summary

Use Case	Voice	Text
Accessibility	✅	✅
Product browsing	❌	✅
Data input (email, postcode)	❌	✅
Smart speaker / IVR	✅	❌
Web support widget	❌	✅
Hands-free use	✅	❌
Real-time order tracking	✅ (if integrated)	✅ (if integrated)

Let Melic Solutions Help You Build It Right

At Melic Solutions, we specialise in designing AI chatbots for e-commerce businesses—whether voice-based, text-based, or fully integrated hybrid solutions.

We start by helping you build a strong knowledge base, and then connect your chatbot to live data sources like Shopify, Knack, or your CRM to handle real-time queries.

👉 Book a free strategy call here — or talk with Steve our Voice Sales Agent on 0747 309 4444  for more information!
Let's create a chatbot that saves your team time and delivers a great customer experience.