{"id":10392,"date":"2019-10-23T08:50:10","date_gmt":"2019-10-23T06:50:10","guid":{"rendered":"https:\/\/visionarymarketing.com\/en\/blog\/?p=10392"},"modified":"2020-01-29T19:53:42","modified_gmt":"2020-01-29T18:53:42","slug":"chatbots","status":"publish","type":"post","link":"https:\/\/visionarymarketing.com\/en\/2019\/10\/23\/chatbots\/","title":{"rendered":"57% of consumers feel threatened by chatbots. Who cares?"},"content":{"rendered":"

Chatbots are everywhere. Yet, consumers are nonplussed. In August 2019, Trustpilot<\/a> conducted a survey where more than 1,800 French respondents were asked a series of multiple-choice questions with random response options.\u00a0They used the Hotjar survey tool to conduct the survey.\u00a0The questions were posted on Trustpilot’s French site, for anyone who looked for a company page profile and scrolled down the page. Similar surveys were conducted in other selected European markets. We provide some of the numbers per below.\u00a0I have interviewed Trustpilot’s Brahim Ben Helal,\u00a0Director of Strategic Development to find out more about this survey.
\nThe brave new world of customer service<\/a> through the implementation of chatbots clearly isn’t living up to its promise. What is obvious, by looking at the numbers provided by the Trustpilot survey, is that consumers are unimpressed by the way that e-merchants have implemented these “new” tools (which, by the way, aren’t very new since I’ve known them for at least 20 years in various shapes or forms).\"TRUSTPILOT
\nYet another sign that technology isn’t a silver bullet. As a matter of fact, chatbots could very well deliver the right service, which is expected by consumers. It’s only a matter of improving them continually, of ensuring that the service is delivered. Our most observant readers will have noticed, however, that Amazon hasn’t made one available on its website.
\nNonetheless, and regardless of what consumers think, it seems that Gartner, according to Brahim, has good news for chatbot designers. Who cares about good customer service anyway? Apart from Amazon, of course.<\/p>\n

38% of respondents answered that they do not trust chatbots, can you clarify and explain why?<\/strong><\/h2>\n

38% of our French Trustpilot respondents said they do not trust chatbots as much as a human customer support person. The rationale behind that can differ from person to person, but it seems that they’re not as satisfied with the kind of assistance they are getting from a chat as that which they get from human beings.
\nWe now live in an era where customer support is of utmost importance. Consumer expectations, choice of products, and empowerment are all, unlike anything the world has seen before. Consumers want to shape the world and have a great experience at all times. So, if your customer support boils down to click-through rate, you run the risk of losing touch with your customers, as they are looking for a unique and positively human experience that would make a difference.
\n 19.6% of respondents (1802) answered that they are so suspicious of chatbots that they stop buying online from merchants who have set up a chatbot, this is an incredibly\u00a0high number!\u00a0<\/strong>
\nWe’ve not asked the respondents what their distrust originates from, but clearly, a large group of people is looking for a personalised experience. As to other countries, here are the numbers:<\/p>\n