71% saw increased customer satisfaction, with 56% seeing an increase within 1 to 3 months.

In fact, companies optimizing chatbots with the customer experience in mind are seeing positive results: Chatbots provide a quicker way to get answers to simple questions in comparison to waiting for a representative via live chat or phone support. The вЂњBlendedвЂќ ApproachДЇorrester Research states вЂњtwo-thirds of US online adults say that valuing their time is the most important thing a company can do to give them a good online customer experience.вЂќ 1 When done correctly, chatbots do value the customerвЂ™s time. This is why providing a mix of chatbot and human support is the optimal approach to ensuring a quality customer experience that satisfies customers.

conversation with the chatbot feels impersonal вЂ“ as smart as they are, machines lack the ability to empathize with a frustrated customerД¬hatbots are great at handling simple requests, but when it comes to complicated issues that require out of the box thinkingвЂ¦ we just arenвЂ™t there yet.

the chatbot takes too long to respond вЂ“ customers are looking for quick, direct answers to their questions.

the chatbot redirects users to an FAQ page вЂ“ especially frustrating for consumers who have already checked the FAQ page.

having issues too complex for the chatbot to handle вЂ“ resulting in wasted time going back and forth with a machine.

The top reasons given for giving up on chatbots included: When a customer is expecting a quick answer, getting the runaround from a robot is discouraging to say the least. Not There YetДЄccording to CGSвЂ™s 2018 Global Consumer Customer Service Survey, 45% of consumers still prefer human support to a chatbot. As far as consumers are concerned, chatbots are not living up to the hype just yet. 1 A look at chatbots from the consumerвЂ™s perspective tells a different story from that of the businesses putting them into practice.

From the banking industry to healthcare to eCommerce, companies are investing in chatbot technology to enhance customer care operations and improve customer satisfaction.ДЄnd yet, 54% of consumers expect a negative interaction when chatbots are involved. Customer Service is the largest contributor to chatbot growth with an estimated 43% share of the market.

The chatbot market is expected to grow to $1.34 billion by 2024, itвЂ™s clear that chatbots are here to stay. 24/7 availability, no hold times, answer thousands of inquiries at once and all with an ever positive attitude вЂ“ at a glance, chatbots have it all.

Customer service chatbot