E-COMMERCE WEB APPLICATION FOR SMALL RETAIL STORES WITH INTEGRATED CUSTOMER SUPPORT CHATBOT

Abstract

Small and medium-sized technology retailers in Vietnam often face difficulties in managing product information, orders, and customer interactions due to limited technical resources and the lack of integrated management systems. This thesis addresses the problem by proposing and developing a web-based e-commerce application with customer support automation for small technology stores. The study adopts a system-oriented methodology, including requirements analysis, system design, database modeling, and implementation using a three-tier web architecture. Core functionalities such as product management, order processing, pricing and promotion rules, and an OTP-based customer interaction mechanism are designed and implemented. The system also integrates a chatbot to enhance customer support efficiency. Experimental results and testing demonstrate that the proposed system operates correctly, meets functional requirements, and improves the efficiency of store management and customer service. In conclusion, the developed solution provides a practical and scalable foundation for small retailers and can be further extended with online payment and advanced analytics features.