Chatbots In Customer Service – Statistics and Trends [Infographic]
- Posted in Infographics
The use of chatbots in customer service industry is growing. According to estimates, more than 67% of consumers worldwide used a chatbot for customer support in the past year and around 85% of all customer interactions will be handled without a human agent by 2020. 40% of consumers do not care whether a chatbot or a real human helps them, as long as they are getting the help they need. Chatbots can save up to 30% in customer support cost and can help businesses save on customer service costs by speeding up response times and answering up to 80% of routine questions. Check out our infographic on chatbots in customer service industry for latest statistics and trends.
Infographic by- Invesp Landing page Optimization Company
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Infographic by- Invesp Conversion Rate Optimization Company
34% of executives say the time they freed up using chatbots allows them to focus on deep thinking and creating
40% of consumers don’t care whether a chatbot or a person answers their customer service questions
Top benefits of Chatbots according to customers
Benefits %age 24-hour service 64% Getting an instant response 55% Getting answers to simple questions 55% Easy communication 51% Friendliness and approachability 32%
Top Ways Consumers are using Chatbots
How consumers are using Chatbots %age Getting a quick answer in emergency 37% Resolving a complaint or problem 35% Getting Detailed answers 35% Finding a human customer service 34% Making a reservation 33% Paying a bill 29% Buying a basic item 27% Getting ideas for purchases 22% Others 14%
Acceptance of artificial intelligence chatbots by customer (by Industry)
Industry %age Online Retail 34% Healthcare 27% Telecommunications 25% Banking 20% Financial Advice 20% Insurance 15% Government 10%
My name is Ayat Shukairy, and I’m a co-founder and CCO at Invesp. Here’s a little more about me: At the very beginning of my career, I worked on countless high-profile e-commerce projects, helping diverse organizations optimize website copy. I realized, that although the copy was great and was generating more foot traffic, many of the sites performed poorly because of usability and design issues.View All Posts By Ayat Shukairy
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