With many more companies and organizations using chatbots in the last few decades, several statistics and important facts are coming up. These figures don’t only reflect how chatbots are helping businesses increase performance in marketing but also in sales.
More importantly, many businesses use the facts and figures to develop an insight into whether chatbots can add to the growth of their businesses. If you fall into this group and would like to know the impacts of chatbots on the website and social media platforms, read this article.
Facts and figures about chatbots
Chatbots usage
Since the introduction of chatbots in the modern age, millennials are found to be the most users of chatbots. Currently, several top companies, such as LinkedIn and Facebook, have already incorporated smart digital assistants into their customer support strategy. Below are the associated facts and figures:
- According to Gartner, chatbots reduce 70% calls, email, and chat inquiries in organizations.
- Business Insider states that top business groups such as LinkedIn, British Airways, eBay, and Starbucks declares their individual use of chatbots in 2020.
- Forbes reports that 60% of millennials confirm their use of chatbots, while 70% among them had a positive experience.
- Accenture reports show that 57% of executives claim that chatbots generate significant ROI, despite using minimal effort.
Social media and messaging apps
From communication, time of engagement, a period of interaction to the frequency of contact, social media led to several changes. Now, almost everyone discusses with friends and family members frequently. This new communication style means people reach out to businesses more often than before, which leads to customer engagement problems. However, chatbots brought solutions through faster, apt, and helpful engagement throughout the day. Below are the associated facts and figures;
- HubSpot notes that 55% of clients want to interact with enterprises through messaging apps to find solutions.
- Venture Beat reports 300,000 chatbots on Messenger.
- App Annie states that people spend 10 out of every 11 minutes using their mobile devices on mobile apps.
- According to HubSpot, 5 billion people use messaging apps monthly.
Consumer preferences
From research, customers prefer chatbots as they want answers to their questions instantly. Below are facts and figures that support such a claim:
- According to Adweek, 65% of clients are comfortable seeing an issue resolved without a human handler.
- HubSpot reports that 40% of buyers are not concerned about whether chatbots or human agent attends to them, so far they get their needed support.
- PSFK notes that 74% of users prefer chatbots when trying to get answers to simple questions.
- Salesforce states that 69% of consumers love chatbots as they provide quick solutions to simple questions.
AI predictions and Chatbots
Although many companies are still learning the most effective ways to utilize chatbots, the number of organizations using the virtual assistant tool is increasing. This is understandable with the following facts and figures:
- Business Insider projects that chatbots will help the banking, retail, and healthcare industry save close to $11 billion per year by 2023.
- Gartner reports that more than 50% of enterprise companies are likely to utilize more funds for chatbots development than mobile app developments by 2021.
- Grand View Research notes that the chatbots market will surpass $1.2 billion worldwide by 2025.
- Business insider claims that it is possible to automate 73% of healthcare admin tasks with artificial intelligence.
Customer service
Considering the current statistics of about two billion digital buyers globally, businesses are going to need additional support in the future. Again, chatbots are considered as a viable solution with the following facts and figures:
- LiveChat states that 4 minutes and 17 seconds is the average queue waiting time in 2019. The time can be reduced by chatbots to enhance customer satisfaction.
- eMarketer confirms that 67% of buyers have used texting, live chat, or social media to engage customer service.
- IBM notes that chatbots could help cut down the $1.3 trillion that businesses spend in addressing customer requests annually by 30%.
- Salesforce claims that 64% of customer support agents using AI chatbots manage to spend a significant period of their time resolving difficult cases.
Conclusion
From customer communication, social media engagement, AI predictions to consumer preferences, it is apparent that chatbots represent a major part of digital business. As long as your business has an online presence and you would like to convert your traffics to customers, chatbots are reliable customer relation companion.