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News : New Survey Finds Consumers Give Chatbots a Failing Grade in Customer Experience

#ContactCenterWorld

Cyara, provider of Automated Customer Experience (CX) Assurance Platform, released a new global study that shows while most customers want to use chatbots for automated support, many businesses fail to deliver positive chatbot experiences even as they increasingly rely on them as primary methods of customer interactions online. Additionally, more than half of customers believe a positive or negative chatbot experience is a reflection of the overall brand.

The survey, conducted in November 2022 and commissioned by Forrester Consulting on behalf of Cyara, explores the consumer sentiment about chatbots. The study polled 1,554 global consumers who have used sales and/or support chatbots in the last six months about their recent chatbot experiences and expectations.

For most respondents, chatbots were the top way consumers typically interacted with brands in the last six months. However, consumers surveyed gave their chatbot experiences an average rating of 6.4/10 or 64%—equivalent to a D grade. When specifically asked about their chatbot interactions, 50% of customers said they often feel frustrated; nearly 40% of these interactions were said to be negative.

Overall, findings from the study include:

  1. Customers want to use chatbots. Customers like chatbots as they provide 24/7 support, faster response times, and autonomy. However, customers are often met with friction while interacting with them.
  2. Almost 75% of customers agree that chatbots aren’t able to handle complex questions. Customers find chatbots are often unable to provide accurate answers, with more than half of customers agreeing it is difficult to find a solution to their question or problem using a chatbot.
  3. Negative chatbot interactions lead to unfavorable business outcomes. The challenges of using chatbots push customers to seek out alternate and possibly more expensive ways of interacting with a brand. Thirty percent of customers said after a negative chatbot experience, they are likely to take their purchase to a different brand, abandon their purchase altogether, or tell their friends and family about their poor experience with the brand.
  4. Positive chatbot experiences bring value to customers and businesses. Following good chatbot experiences, 61% of the customers surveyed said they are more likely to return to a brand. While 56% of respondents are more likely to seek out chatbots in the future after a positive experience with a chatbot, they are also far more likely to recommend that brand to others afterward.

"Delivering positive chatbot experiences has a critical impact on customer satisfaction and sales, and sub-par chatbots will not cut it for consumers today. 

#ContactCenterWorld


About Cyara:
Company LogoCyara Solutions is helping Fortune 500 companies around the world redefine their customer service through a better contact center experience. Cyara is a pioneer of next-generation premise and cloud-based solutions for simulating, testing and monitoring IVRs, voice biometrics, outbound dialers, voice callback and contact centers. Cyara performs automated load and functional testing and production monitoring of contact center infrastructure and application components, testing companies’ end-to-end contact center customer and agent experience in a repeatable, automated manner.
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Today's Tip of the Day - Getting The Ergonomic Programme Right

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2024 Buyers Guide Help Desk Software

 
1.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

2.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

3.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
 

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