Brooke Bytes | Should you use social media chatbots for customer support? (Gartner weighs in)
Hello, tech-savvy viewers! Welcome back to 'Brooke Bytes.'
Today, we're tackling a big question: Should you use social media chatbots for customer support? A recent study by Gartner brings some surprising insights!
THE STUDY: [https://www.gartner.com/en/newsroom/p...]
Here’s a thought-provoking fact: Gartner’s study, which surveyed B2C and B2B customers from December 2022 to February 2023, found that only 8% of customers used a chatbot during their most recent customer service experience, and just a quarter of those would use one again.
Furthermore, they found that customer service chatbots resolve 58% of returns and cancellations, but Only 17% of billing disputes.
What does this mean for your business?
This low adoption and repeat usage suggest that while chatbots are great for handling basic inquiries, they might not be the best fit for more complex support needs. Customers still crave the human touch that bots can't fully replicate.
Chatbots can increase efficiency and handle high volumes of simple requests. However, if your goal is to build deep customer relationships and solve intricate problems, relying solely on chatbots might not cut it.
Consider blending chatbot efficiency with human empathy. Use bots for routine tasks but keep your team ready for those moments that require a personal touch.
Let’s navigate the digital landscape wisely. It's not just about automating; it's about enhancing customer experiences. For more insights on integrating chatbots effectively, stay tuned to Brooke Bytes!
And remember, the best ROI on social media is actually ROC, Return on Conversation.
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