HOW TO GET PEOPLE TO LIKE YOUR CHATBOT

Summary from the TLDR Marketing newsletter

Customers are generally less satisfied when interacting with chatbots instead of human agents, even when the service quality is the same. Research found that chatbot interactions led to an 8.8% decrease in satisfaction at a coffee shop and an 8.46% drop in an online experiment. However, satisfaction levels were restored when customers received a 20% discount or when the chatbot provided faster and more effective service than a human. In cases where chatbots performed better, customers were 75% more likely to stay with the brand, 166% more likely to sign up for newsletters, and 110% more willing to join loyalty programs. Companies should highlight chatbot benefits, such as speed and availability, or offer discounts to improve customer satisfaction.