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News : Chatbots Rank Dead Last in Customer Satisfaction as Digital Service Demand Grows Amid COVID-19

#contactcenterworld, @egain

Sunnyvale, CA July 29, 2020 -- eGain (NASDAQ: EGAN), a provider of customer engagement solutions, announced that chatbots ranked at the bottom among digital touchpoints in customer satisfaction during the initial outbreak of COVID-19.

Conducted by Dimensional Research on behalf of eGain and fielded in June 2020, the survey was administered to thousands of consumers, who had used a digital channel for customer service across six industries in April and May 2020.



Here are key findings:

  • Chatbots aka virtual assistants rank at the bottom among digital service options, including chatbots, messaging, chat, cobrowse, email, and social

  • 57% of consumers were frustrated with inconsistent answers across chatbot and human-assisted service. This highlights the importance of taking a unified, omnichannel approach to customer context and knowledge management

  • 80% of consumers increased the use of digital customer service

  • Millennials and Gen Z consumers are leading this trend with 92% and 87% of such respondents increasing their use of digital customer service, followed by Gen X at 79% and even boomers at 69%

"Digital service is the answer to contact center challenges," said Ashu Roy, eGain CEO. Chatbots are great but only when they are easy, smart and connected."

#contactcenterworld, @egain

 


About eGain Corporation:
Company LogoeGain customer engagement solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world.
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Today's Tip of the Day - Listen To How They Sound On The Phone

Read today's tip or listen to it on podcast.

Published: Friday, July 31, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Recording

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

3.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

4.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

5.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
 
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