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What Your Customers Really Think About Chatbots

All around the world, businesses are getting excited about chatbots. They promise to help improve efficiency, reduce costs, and improve agent performance by leaving them to focus on more interesting tasks.

However, if you’re considering adding a chatbot to your toolkit, it’s what your customers think that really matters. If your chatbot isn’t well-received, it’s an investment that simply won’t deliver value by improving customer experience.

In our latest free eBook, the Chatbot Buyer’s Guide, we’ve pulled together some useful facts about how consumers feel about chatbots - and used them to recommend five key traits to look for in your chatbot provider.

Download your free copy now or read on to learn why your customers are telling you the time to think about buying a chatbot is now.

Your customers are ready for chatbots

According to Salesforce, 69% of consumers already prefer chatbots for fast answers to their questions. We live in a world where people have been conditioned to expect instant responses to their simple queries, whether they are contacting your business or searching Google for the latest news.

Increasingly, the idea of talking to a robot for routine enquiries is a comfortable one. Over time, it is likely to become an expectation, not just an alternative option.

Your customers know chatbot weaknesses

While many consumers recognise that chatbots can make life easier for everyone, they’re aware of what chatbots simply can’t provide - particularly younger, more tech-savvy groups. 43% of people say they would still rather talk to a human agent, and this is especially true when questions require a more nuanced, skilled, and individual response.

If you’re introducing a chatbot, you need to be equally as aware of its limitations.

Your customers want chatbots at specific moments

Finally, consumers aren’t ready for chatbots to take over the entire world of communication. They don’t want chatbots to become the default option for every interaction, just another effective tool that is available to them.

In fact, there are some occasions when people feel more comfortable dealing with a chatbot. For example, 1 in 4 people say they trust chatbots more than people, especially when it comes to confidential data or sensitive information.

Give your customers a chatbot that matches their needs

People are ready for chatbots to become a presence in day-to-day communications - but it’s crucial that your chatbot is tailored to your business and the needs of your customers.

In our new Chatbot Buyer’s Guide, you’ll get a useful checklist that you can use to make an informed decision about your chatbot provider.

You’ll learn about the five key things to look for, including:

  • Why a realistic approach to what chatbots can do is essential
  • The importance of understanding your customer journeys for funnelling
  • How your chatbot should be integrated with other systems

Before you make a decision, get our guide to choosing your chatbot.

Click here to download your free eBook.

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