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Chatbots have become a ubiquitous feature on consumer websites. But what makes for a “good” chatbot experience? The answer, according to a new report submitted by Simpler, is, perhaps paradoxically, the ability to talk to a live human: 80% of customers are more willing to use a chatbot if they know they can easily and quickly transfer to a live person. .
Live transfers from boats to humans can have a big impact on long-term customer loyalty. The report also found that 60% of consumers are more likely to do business with a brand if a human agent is transferred seamlessly. Meanwhile, when a chatbot fails and there is no live transfer available, 60% of customers say they are less likely to do business with that brand again.
Although 18% of people used chatbots since the onset of the epidemic in 2020, compared to only 9%, only 9% of people used chatbots in 2020.
It is clear that customers are not yet convinced that chatbots can deliver the quality customer service interactions they are looking for. This represents a great opportunity for a company designing chatbot experiences that meet today’s customer expectations.
The report is based on a quantitative survey of a sample of 1,000 U.S. adult consumers aged 18-75 who regularly shop online for products and / or services. Data for this survey was collected during February 24 to March 3, 2022 to measure awareness, trends and usage of chatbots compared to other customer service channels.
Read the full report by Simplr.
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Chatbots and virtual assistants