85% of consumers not happy with chatbots

72% of consumers in the Eptica 2017 UK Chat Study say that online chat interaction makes for a more loyal customer and nearly a third will use chatbots yet just 15% are happy with chatbot interaction.

  • 65% of consumers are happier using chat compared to five years ago.
  • 69% have complaints, ranging from queue time waits to not getting the correct information from customer service agents.
  • 77% want to chat with a human when it comes to complex customer service issues.

When it comes to chat, consumer expectations are changing fast. They value its real-time nature, and want to use it as a key part of multichannel conversations with brands.

Olivier Njamfa, CEO and founder of Eptica

Leave a Reply

Your email address will not be published. Required fields are marked *