Conversational Support Statistics 2024 – Everything You Need to Know

• Sub par performance failure to adequately understand human input (47%). ^[4]

Conversational Support Latest Statistics

• 34% of online customers battle to find answers online, using a chatbot can ensure that they receive the assistance they need, when they need it. ^[0]
• 44% of customers expect an instant, real time response when dealing with a real person online. ^[0]
• 42% of customers expect an immediate response when dealing with a chatbot 4. ^[0]
• Only 14% of people like having the option of filling in a form, while 86% prefer using a chatbot to resolve queries 5. ^[0]
• In the last 6 months, 67% of customers worldwide had some form of interaction with a chatbot. ^[0]
• 7.40% of customers are not bothered by who helps them, as long as they are helped 8. ^[0]
• The customer satisfaction rate with chatbots is 87.58% 11. ^[0]
• 14.51% of customers use chatbots as they believe it is an easier way of communicating with businesses. ^[0]
• Further, 25% of consumers say that basic details about the business are hard to find!. ^[1]
• Thirty three percent of American adult consumers have used online chat to interact with a business in the past 12 months. ^[1]
• This falls behind email (65%), telephone (55%), and website (42%). ^[1]
• Over the past year, 68% of 1824 year olds are using chatbots more, or the same. ^[1]
• (For consumers 55+, 64% are using chatbots more, or the same in the past 12 months). ^[1]
• While approximately 70% of all consumers are using chatbots more or the same over the course of the past year, the number of consumers using chatbots LESS is actually greater than the group using them MORE. ^[1]
• 70% of all consumers are using chatbots more or the same over the course of the past year. ^[1]
• Compared to chatbots, the percentage of consumers saying they are using online chat more or the same amount in the past 12 months, is slightly higher. ^[1]
• 39% of consumers said online chat provide a good customer experience, versus just 16% for chatbots. ^[1]
• When asked what they find chatbots to be best used for, 34% of consumers said “answering a question”; followed by “getting detailed answers” (29%); “resolving a problem or complaint” (27%); and “receiving customer service” (27%). ^[1]
• 40% of the consumers who have used a chatbot in the past 12 months have done so to interact with a retailer. ^[1]
• This far outpaces other categories of business, including healthcare (22%), utilities (21%), and entertainment (20%). ^[1]
• 18% of them claim to focus most efforts on retention, while 44% accept they are more focused on attracting new customers. ^[5]
• Only an average of 4% of customers complain about support, but that doesn’t mean the rest of the customers have only had great experiences with the brand. ^[5]
• Today, 78% of executives are aware of the explainability concept, compared to only 32% back in 2019. ^[5]
• You’ve reached High ticket deflection rates 90% of your tickets are automatically resolved…. ^[5]
• Studies show 77% of customers deem the process to reach an agent too long or complex. ^[5]
• As a business, you need to understand how 82% of customers say getting an immediate response is very important when they have a question. ^[6]
• This is why 68% of consumers like interacting with chatbots because of the quick answers they get. ^[6]
• However, there will always be complex conversations and unique chatbot use cases where human support is needed more as bots are not 100% accurate and can’t be relied upon for complex matters. ^[6]
• In terms of seniority, 41% of the people having conversations were executives. ^[7]
• Chatbots have become so effective at these types of conversations that they now manage over 50% of all the conversations we have at Drift. ^[7]
• Colorado, for example, imposes a 15% excise tax from cultivator to retailer and a further 15% sales tax on the end customer. ^[8]
• A study from Georgia State University found that alcohol sales fell by 15% in states where only medical marijuana had been legalized and by 20% in counties where recreational marijuana is sold legally. ^[8]
• For example, the governor of California predicted a much larger $643 million in revenue. ^[8]
• According to FBI crime data, in 2017, there were 659,000 marijuana arrests in the U.S. ^[8]
• The CDC is slowing the spread of COVID 19 with “Clara,” a health bot that helps users assess their symptoms according to CDC guidelines and has served hundreds of millions of users. ^[9]
• And according to Gartner, the response to COVID 19 has only accelerated both the speed and scale of digital transformation, “escalating digital initiatives into digital imperatives.”. ^[10]
• 53% of respondents feel frustrated by receiving too many irrelevant ads and emails from B2B companies 36% feel they can’t get answers to simple questions. ^[10]
• 35% say that services feel impersonal. ^[10]
• In 2019, the three biggest frustrations identified were Being unable to get answers to simple questions (34%). ^[10]
• Dealing with websites that are difficult to navigate (30%) And finding basic details about a business (25%). ^[10]
• In 2020, our data showed that frustrations around the inability to get answers to simple questions grew by 9% and frustrations around difficult to navigate websites grew by 8%. ^[10]
• And even after the pandemic subsides, 82% of company leaders still plan to allow employees to work remotely some of the time. ^[10]
• According to Google Trends, interest in chatbots has increased almost 5 times over the period of 10 years. ^[4]
• Prevalence of chatbots ~50% of large companies are considering more investment in chatbots. ^[4]
• In most surveys, at least 30% of consumers are enthusiastic about chatbots. ^[4]
• This is likely to be driven by desire for 24/7 service and the user experience can be improved by providing an option to transfer to a live agent. ^[4]
• 54% of customers report companies need to transform how they engage with them. ^[4]
• Positive feedbacks from customers 61% of respondents said that they accept chatbots to answer their questions as long as the answers are correct and 2% even prefer chatbots to live agents. ^[4]
• 27% of consumers weren’t sure if the last customer support interaction they had was with a real person or a chatbot . ^[4]
• When how they would rate their experiences with intelligent assistant or chatbot technology was asked to customers by Aspect , the results were Friendliness (65%). ^[4]
• Uncertain exposure to a new privacy, security, legal, regulatory frontier (45%) Shortage of skilled developers (44%). ^[4]
• ( NMSC Chatbots will be able to reach 90% success rate in customer interactions by 2024. ^[4]
• ( The Financial Brand 43% of digital banking users in the US prefer to use a live chat or chatbot to address issues. ^[4]
• 58% of candidates were comfortable interacting with AI and recruitment chatbots in the early stages of the application process. ^[4]
• 66% – were comfortable with AI and chatbots taking care of interview scheduling and preparation. ^[4]
• AIMultiple informs ~1M businesses including 55% of Fortune 500 every month. ^[4]
• Interested in learning how to transform your customer service with AI?Check out this eBook where we explain how AI can resolve over 50% of your service requests. ^[2]
• That means 18% of the entire population use chatbots according to the first statistic on this list. ^[2]
• 64% of agents with AI are able to spend most of their time solving complex problems. ^[2]
• 54% of customers say companies need to transform how they engage with them Only 38% of consumers actually want to talk with a human when engaging a brand. ^[2]
• 77% of customers say chatbots will transform their expectations of companies in the next five years 70% of millennials report positive chatbot experiences. ^[2]
• 50% of customers expect a business to be available 24/7. ^[2]
• 33% of consumers would use a chatbot to make a reservation at a hotel or restaurant. ^[2]
• 87 % of users would interact with atravel chatbotif. ^[2]
• In 2020, organizations report a reduction of up to 70% in call, chat and/or email inquiries after implementing a chatbot or virtual customer assistant. ^[2]
• Brand)Over 70% of chatbots accessed will be retail based by 2024. ^[2]
• By 2024, 30% of customer service organizations will deliver proactive customer services by using AI enabled process orchestration and continuous intelligence. ^[2]
• By 2021, more than 50% of enterprises will spend more per annum on bots and chatbot creation than traditional mobile app development. ^[2]
• 75 90% of percentage of queries is projected to be handled by bots by 2024. ^[2]
• By the end of 2024, seventy percent of highskilled and high salary workers will deal with conversational AI platforms every day. ^[3]
• According to , 74 percent of consumers like to interact with AI chatbots when they need quick answers to queries. ^[3]
• The retail companies that use conversational chatbots are found to be useful (36%), inventive (40%), and proficient (47%). ^[3]
• ( 80% of organizations are predicted to have AI automation of some kind by the end of 2021. ^[3]
• ( More than 50 percent of customers want an enterprise to be available 24/7hrs. ^[3]
• ( AI driven Chatbots can cause as much as 30% savings on customer service costs. ^[3]
• “About 42% of businesses cite setup challenges, 39% mention language challenges, and 29% name technology challenge as the reason to not implement AI chatbots . ^[3]
• “For global enterprises, IT (66%), Operations (50%), Customer service (51%), Data Analytics (59%), Finance (48%), HR (47%) and Product development (44%). ^[3]
• 90% customers be expecting smooth omnichannel support . ^[3]
• According to , 50% of smartphone searches include voice search in 2020. ^[3]
• According to , 67% of millennials in the USA accepted they are expecting brands empowered with AI chatbots to buy services and products from. ^[3]

I know you want to use Conversational Support Software, thus we made this list of best Conversational Support Software. We also wrote about how to learn Conversational Support Software and how to install Conversational Support Software. Recently we wrote how to uninstall Conversational Support Software for newbie users. Don’t forgot to check latest Conversational Support statistics of 2024.

Reference

1. aumcore – https://www.aumcore.com/blog/2020/05/05/conversational-marketing-statistics-for-2024/.
2. convinceandconvert – https://www.convinceandconvert.com/online-customer-experience/conversational-marketing-statistics-in-2019/.
3. netomi – https://www.netomi.com/chatbot-statistics.
4. rezolve – https://www.rezolve.ai/blogs/Latest-Statistical-Insight–Trends-in-Conversational-AI-for-a-More-Human-Experience.
5. aimultiple – https://research.aimultiple.com/chatbot-stats/.
6. inbenta – https://www.inbenta.com/en/blog/4-conversational-support-tips-to-make-lifelong-customers/.
7. revechat – https://www.revechat.com/blog/conversational-support/.
8. drift – https://www.drift.com/conversational-marketing/.
9. theconversation – https://theconversation.com/does-legalizing-marijuana-help-or-harm-americans-weighing-the-statistical-evidence-109402.
10. microsoft – https://azure.microsoft.com/en-us/services/bot-services/.
11. drift – https://www.drift.com/blog/state-of-conversational-marketing/.

How Useful is Conversational Support

One of the key advantages of conversational support is its ability to offer immediate assistance around the clock. Unlike traditional customer service channels, such as phone or email, which may have limited operating hours, chatbots and virtual assistants can be available 24/7. This means that customers can have their queries addressed at any time, offering a level of convenience that is unmatched by other forms of support.

Furthermore, conversational support can help businesses streamline their customer interactions and improve efficiency. By automating routine inquiries and providing quick answers to commonly asked questions, companies can free up their human agents to focus on more complex issues that require personal attention. This not only enhances the overall customer experience but also enables organizations to handle a larger volume of inquiries with fewer resources.

Moreover, conversational support can enhance the personalization of customer interactions. By leveraging machine learning algorithms and natural language processing, chatbots and virtual assistants can analyze customer data and tailor their responses to individual preferences and behaviors. This creates a more engaging and relevant experience for users, increasing the likelihood of customer satisfaction and loyalty.

Additionally, conversational support can help businesses gain valuable insights into customer needs and preferences. By analyzing chat logs and interaction data, companies can identify trends, patterns, and common pain points that can inform strategic decision-making and improve the overall customer experience. This data-driven approach can uncover opportunities for innovation and optimization, enabling businesses to stay ahead of the curve in a rapidly evolving marketplace.

However, it is essential to acknowledge that conversational support is not without its limitations. While chatbots and virtual assistants are becoming increasingly sophisticated, they are still bound by predefined rules and programming limitations. This can result in scenarios where users become frustrated or dissatisfied if their queries are not understood or resolved effectively. In such cases, a lack of human empathy and intuition can hinder the effectiveness of conversational support.

Furthermore, there is a risk of over-relying on automation at the expense of human interaction. While chatbots and virtual assistants can handle routine inquiries efficiently, there are instances where human intervention and emotional intelligence are essential for resolving complex issues and building meaningful relationships with customers. Striking the right balance between automation and human support is crucial to delivering a holistic and personalized customer experience.

In conclusion, conversational support is undeniably a valuable tool for businesses looking to enhance customer interactions, streamline operations, and gain valuable insights into customer behavior. However, its true utility lies in its ability to complement human support rather than replace it entirely. By leveraging the strengths of both automation and human interaction, businesses can create a seamless and personalized support experience that meets the diverse needs of today’s consumers.

In Conclusion

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