Through a study carried out by Drift, a company specializing in conversational marketing, we will explain to you with supporting figures and statistics why it is crucial for your business to adopt the chatbot.
The frustration of waiting
Like any emerging technology, chatbots will only gain wide acceptance if they are shown to be able to solve real problems. Otherwise, they will simply disappear in the end. Understanding how to effectively meet the needs of your users starts by understanding their frustrations. Indeed, 31% of consumers reported feeling frustrated when they couldn’t get answers to simple questions and 28% of them said they felt this same feeling when they couldn’t access easily to the main information about the company in question such as an address, opening hours and telephone number.
In this new world of real-time demand where everything seems to be just a click away, consumers expect to be able to quickly and easily find the information they are looking for. When they can’t, they get frustrated and may end up turning to competitors who offer the kind of web experience they are looking for. This is why it is important to adopt the chatbot which will allow you to be always available to answer all the questions of your users.
The Chatbot complicity// Agent
When we ask users what their expectations are by using the chatbot; 35% of consumers say they want quick answers to questions in an emergency, 37% want to resolve a complaint or problem, and 35% say they want detailed answers or explanations. When we ask users what their expectations are by using the chatbot, 35% of consumers say they want quick answers to questions in an emergency, 37% want to resolve a complaint or problem, and 35% say they want detailed answers or explanations.
On the other hand, it should also be noted that 34% of consumers pointed out that they use chatbots as a way to possibly access a human conversation. Thus, we conclude that there is an alignment between consumers’ frustrations and their expectations regarding the mission to be accomplished by the chatbot. Consumers want to be able to use chatbots to bring up information and get answers quickly and easily. Also, if a chatbot doesn’t have all the answers, consumers would like that chatbot to be able to connect them with a human. Hence, the chatbot is now a necessity for your business, but it is imperative that it be effective in order to properly complete the efforts of the customer service agents.
What do customers think?
Despite the many uses and benefits that chatbots can offer, it’s normal that consumers still have some concerns; 43% admit to preferring to deal with a human instead and 30% of them worry that the chatbot might make a mistake, such as when making a purchase or making a reservation. Therefore, it is understood that not all consumers are necessarily ready to stop interactions with humans completely, and some are not sure whether they trust technology to perform certain tasks without making mistakes.
However, another point to note is that 15% of consumers said that nothing would prevent them from using chatbots. This figure was consistent across all age groups, proving that the chatbot is a suitable solution for a large target audience.