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

Rhea-AI Summary

eGain (NASDAQ: EGAN) reported that chatbots scored the lowest in customer satisfaction among digital service options during COVID-19. A survey by Dimensional Research revealed that 57% of consumers were frustrated with inconsistent answers from chatbots compared to human agents. Notably, 80% of consumers increased their use of digital customer service channels, particularly among Millennials (92%) and Gen Z (87%). eGain CEO Ashu Roy emphasized the need for chatbots to be easy, smart, and connected to address contact center challenges.

Positive

• 80% of consumers increased digital customer service usage, indicating a growing market.
• High engagement among younger demographics: 92% Millennials and 87% Gen Z increased usage.

Negative

• Chatbots ranked lowest in customer satisfaction, signaling potential issues with service quality.
• 57% of users found inconsistencies between chatbot and human support, suggesting a gap in service integration.

SUNNYVALE, Calif., July 29, 2020 (GLOBE NEWSWIRE) -- eGain (NASDAQ: EGAN), the leading provider of customer engagement solutions, today announced that chatbots ranked at the bottom among digital touchpoints in customer satisfaction during the initial outbreak of COVID-19.

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.”

More information
Report of survey findings: https://www.egain.com/covid-19-digital-customer-service-engagement/
eGain Virtual Assistant: https://www.egain.com/products/virtual-assistant-software/
eGain Suite: https://hd.egain.com/overviews/egain-suite.pdf
eGain Chatbot and Messaging in 7 days: https://www.egain.com/messaging-chatbot-in-7-days/
eGain Innovation in 30 Days™: https://www.egain.com/innovation-in-30-days/

*Findings were compiled from 625 respondents, who had used a digital channel to contact banks and credit unions, insurance, communications service providers, healthcare (including insurance and providers), retailers (including online retail), and government entities with a minimum of 100 respondents for each sector.

About eGain
Our omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers. To learn more about eGain, visit www.eGain.com.

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

eGain media contact

Michael Messner
Email: press@egain.com
Phone: 408 636 4514

FAQ

What were the findings of the eGain survey regarding chatbots and customer satisfaction?

The survey found that chatbots ranked lowest in customer satisfaction, with 57% of consumers frustrated by inconsistent responses.

How has consumer behavior regarding digital customer service changed according to eGain's survey?

The survey indicated that 80% of consumers increased their use of digital customer service, especially among younger demographics.

What does eGain's CEO say about the role of chatbots in customer service?

eGain CEO Ashu Roy stated that chatbots must be easy, smart, and connected to effectively address contact center challenges.

What was the sample size of the eGain survey on digital customer service?

The survey was conducted with 625 respondents who had used a digital channel for customer service.

What recommendation does eGain provide for improving chatbot performance?

eGain emphasizes the importance of a unified, omnichannel approach to improve the consistency of chatbot and human-assisted service.