MyClever, a social media agency, says that chatbots are the future of customer service online.
After surveying 1,000 consumers about online retail, the agency found that 46% of consumers felt that they offered immediate, convenient assistance. Those aged 55-77 saw the most benefits from chatbots, with the age group even more responsive to them than millennials.
Chatbots were found to be the second favourite form of communication, after face-to-face, thanks to their immediate and convenient response. 68% of consumers were excited to see 24 hour service from chatbots and 64% were happy to get quick answers to simple questions.
Rob McNair, Managing Director at MyClever, said: “It’s exciting to see that both millennials and baby boomers are pushing for more innovation and are ready to adopt new methods of communication with service providers. However, the fact that the most preferred method of communication is the most personable – face-to-face – highlights where developers need to concentrate their efforts, ensuring chatbots bring about positive change.”
McNair suggested that the growing popularity of chatbots could even bring an end to the use of automated phone menus. He added: “Consumers are clearly ready for a new customer experience and think chatbots would significantly improve online services, so retailers need to get ahead of the competition, adopt chatbots and lead the way in the future of customer service – before someone else does.”
