37% of Americans would use a chatbot to get a quick answer. 64% of Americans say 24-hour service is the best feature of a chatbot. 35% of Americans would use a chatbot to resolve a complaint or a problem. 33% of Americans would use a chatbot for making a reservation. 29% would use for paying a bill. 27% would use for buying a basic item.
What Makes Chatbots Effective?
Unlike emails, Chatbots provide a more natural way for the users to communicate with you. It can increase your leads several folds as compared to a classic ‘Contact Us’ form. Users prefer to communicate 24/7 at their ease and get a quick reply rather than writing an email and hoping someone will answer it next day.
Despite of these statistics there is another side of the story, which contributes to chatbots being used on websites.
Mobile App usage has touched its heights in the recent years.
In 2017, consumers downloaded 178.1 billion mobile apps to their devices. In 2022, this figure is projected to grow to 258.2 billion app downloads. what’s app users are over 1 billion worldwide.
People are very much used to communicate with each other through the chat windows available. Some of the common chat apps on Apple & Google Play Store are iMessage, WhatsApp, Viber, Facebook Messenger, Google hangouts etc. Users expect seamless and identical experience on a website and want to get instant meaningful answers. This is another factor, the integration of a Chatbot to a web design is gaining significance.
Interactive elements like chatbots are now becoming fundamental components of a web app.
Can it Replace My Support Team?
The basic idea behind chatbots is not to replace human agents but to boost user interaction and ultimately the sales by providing a user interface that people use everyday. Chatbots assist sales and support to stay in touch with their customers by answering general queries and being available 24/7. Human agents can always take over in case of more specific queries.