Part of customer service automation,

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Offered consultations via WhatsApp and Apple Messages for Business. During them, the chatbot initially assessed the client's needs, asking for basic information, which made it easier for the consultants to prepare a personalized offer. Photo . Chatbot used by the Womenen's Best brand in the WhatsApp application. Source: E-commerce and chatbots  what do customers themselves think about automation? Do chatbots actually help e-commerce or do they discourage customers?

Every e-business owner has asked themselves this question at least once. Many of them assume that customers do not like chatbots because they prefer to interact with people. Is this really the case? Yes and no. Pidas Algeria WhatsApp Number a customer service company conducted research showing that as many as  of customers are interested in talking to a robot, provided it is helpful . And the latter is crucial in the entire customer service automation. Many people have negative experiences with chatbots. He accuses them of, among other things, misunderstanding the consumer's question e.g. the bot can only answer the question: can you tell me the status of my delivery, and cannot answer the question where my parcel is. Redirecting a customer to an agent too late or too early is also a problem. Shoppers with such experiences are less willing to talk to bots and are more likely to refuse to interact with them.




This is confirmed by research from the Technical University of Darmstadt and the Copenhagen Business School.  However, this does not mean that customer acceptance of chatbots is low. Adweek reports that  of users prefer to receive answers to their questions without human assistance . And according to Solvvy,  of people would rather interact with a chatbot than wait for a live agent. However, it turns out that acceptance of artificial intelligence in customer service varies from country to country. Let's take a look at what this looks like in some of them? In Great Britain, approval for this type of solutions is widespread. Research shows that  of customers use Chatbots. Marketing implements them even more widely in the USA. As many as  of American consumers use chatbots to interact with brands.  However, the situation is completely different in India - in this country,  of respondents prefer to talk to a customer service specialist. For the .