Workforce Management Featured Article
Consumers Prefer Chatbots Over Web Browsing
If you’re a fan of the legendary singer Meatloaf, you know two out of three ain’t bad. But when it comes to consumer opinions, those numbers are worth investigating.
A new research report from Botco.ai discovered some interesting information about how consumers enjoy interacting with their favorite brands. The results of the report found two thirds of participants state the preference of using chatbots to find information, rather than browse a website. At the same time, the report also found 70% of those who have used chatbots in the past said they were able to answer most of their questions at a satisfactory level.
The report also uncovered some interesting data about how marketing teams feel about chatbot adoption. Botco.ai found a staggering 98% of surveyed marketing professionals said chatbots have improved customer journeys overall. Participants stated chatbot adoption also led to increased sales conversion, lower numbers of customer requests, and higher levels of brand affinity.
These results are simultaneously surprising and unsurprising. Technology has evolved dramatically in the last decade, and chatbot capabilities are leaps and bounds ahead of just five years ago. Customers may have shifted opinions on chatbots, especially with human customer assistance becoming more scarce.
Chatbots are no longer a novelty, but a legitimate tool for businesses to increase customer service productivity and offer customers the support they deserve. As business activity continues to increase in the digital world, chatbots may soon evolve into an absolute necessity for online-focused brands.
Edited by Maurice Nagle
