Chatbots on the Rise

Studies have shown more than one-third of consumers have expressed dissatisfaction with their customer experience. Businesses and consumers agree that classic modes of customer service such as phone and email yield long resolution times, attributed to the high volume of customer inquiries. To tackle this problem, more businesses are moving to chatbots to deliver faster resolutions—and consumers are on board. Three-fourths of consumers see chatbots as beneficial for customer service. As chatbots gather basic information about the nature of the inquiry and customer profiles, agents on the business side can spend more time resolving the issue. Consumers and businesses alike agree that chatbots are a step toward improving customer experience. (MarTechSeries, 9.13.18)