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

eGain, the leading 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.

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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
º    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
º    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.”

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