CHATBOT MARKETING STATS HOW TO

In these situations, a good chatbot experience would require the bot to realizing the need for a real human connection and know how to make that a smooth transition for the customer. But this doesn’t negate the fact that humans are still needed to handle more involved issues and the so-called soft skills (from handling complex customer requests to making customers feel at ease). The entire process can be boiled down into the palm of your hand, sans human. You can turn it on when you want it, ask if a particular item is in stock, and order your size to be shipped to your house. Think about a chatbot in a store helping you shop. They also expect a chatbot to respond faster than a person on the telephone. The chart above shows that consumers expect chatbots to be nearly as quick to reply as a service rep in a face-to-face conversation.

“Real-time customer service” is a phrase that gets knocked around quite a bit, but chatbots need to (and often do) actually deliver on it. The other main marker of a great chatbot experience is speed. In the Survey Monkey report, consumers rate this as one aspect of chatbots that makes it preferable over other methods of brand communications like email, live chat, or social media. Given the choice between filling out a website form or getting answers from a chatbot, only 14% of customers would choose the form, according to this survey.Ĭhatbots have one major advantage: they’re always on. Customers demand real-time interactions - which is exactly what chatbots deliver. As new technologies take root, customers’ expectations are quickly growing. These findings, from the second and third editions of “ State of the Connected Customer” research, encompass both B2B buyer and consumer expectations.

77% of customers say chatbots will transform their expectations of companies in the next five years.

54% of customers say companies need to transform how they engage with them.

58% of customers say emerging technologies such as chatbots and voice assistance have changed their expectations of companies.

Providing agents with guidance and recommendations as they handle cases.Gathering initial information about a service case before handing off to an agent.Providing self-service in simple scenarios.Chatbots can help support triaging issues, and can even resolve them quickly, allowing humans to focus on the more complex issues that require their attention.Īmong service teams already using AI chatbots, the most common uses are: These findings come from the latest “ State of Service” survey of 3,500 customer service professionals around the world.

64% of agents with AI chatbots are able to spend most of their time solving complex problems, versus 50% of agents without AI chatbots.53% of service organizations expect to use chatbots within 18 months - a 136% growth rate that foreshadows a big role for the technology in the near future.How are customer service teams using chatbots? Customers’ impressions and expectations for chatbot use.How customer service teams are using chatbots.We’ve broken this out into three sections covering statistics about chatbots, including: We’re entering a new world of brand and consumer interactions, with chatbots on the front line. This isn’t to say they always prefer chatbots, but it highlights just how many ways there are to get answers today that don’t involve live human conversation - text messaging and self-service portals, just to name a few. In fact, research from Survey Monkey and Drift show that only 38% of consumers actually want to talk with a human when engaging a brand. During the 2018 cyber week, the kick off of the holiday season, the four most talked-about products on social media were all voice-enabled.Īs consumers become more familiar with talking to voice-controlled devices, it stands to reason that they’ll be more open to “conversations” with non-humans. In 2019, Google boasted they have 1 billion Google Assistant devices in market. The odds are you’ve engaged with a chatbot in the past seven days - even if you didn’t know it.Īs more businesses tap into a multitude of chatbot applications and artificial intelligence (AI), usage is on the rise.

Chatbot marketing stats