93% of companies use chatbots to interact with prospects

New Ideas in MarketingEssential news for marketers, summarised by YouGov
February 28, 2022, 2:59 AM GMT+0

Botco.ai’s poll of consumers and marketing executives sheds light on the usage of chatbots in marketing campaigns.

Chatbots have seen widespread usage in brand’s customer interactions, as 70% of users use them to answer all or most of their questions adequately, as per the report. Uses of chatbots include looking up business hours, according to nearly 18% of consumers, followed by learning more about the products (17%), and finding nearby business locations (16%).

Other use cases of chatbots include making a customer service request, seeking technical support, and more. The usage of chatbots to augment the customer journey has also increased.

93% of marketing executives say their companies use chatbots to communicate with prospects and consumers. Further, 98% marketers state chatbots have improved the overall customer journey. 87% of businesses that do not already use chatbots intend to do so in the future.

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