MELBOURNE, Australia–(BUSINESS WIRE)–Today, Cyara, provider of the award-winning Automated Customer Experience (CX) Assurance Platform, released a new global study that shows while most Australian customers want to use chatbots for automated support, many businesses fail to deliver positive chatbot experiences even as they increasingly rely on them as primary methods of customer interactions online. Additionally, half of customers (50%) believe a positive or negative chatbot experience is a reflection of the overall brand.
The survey, conducted in November 2022 and commissioned by Forrester Consulting on behalf of Cyara, explores the consumer sentiment about chatbots. As part of a global study, Cyara polled 395 Australian consumers, who have used sales and/or support chatbots in the last six months, about their recent chatbot experiences and expectations.
For most respondents (65%), chatbots were the top way consumers typically interacted with brands in the last six months, followed by in-person and phone (46% and 41% respectively). However, consumers surveyed gave their chatbot experiences an average rating of 6.4/10 or 64%equivalent to a D grade. When specifically asked about their chatbot interactions, 45% of customers said they often feel frustrated, while one in three (37%) interactions were said to be negative.
Overall, findings from the study include:
Delivering positive chatbot experiences has a critical impact on customer satisfaction and sales, and sub-par chatbots will not cut it for consumers today. Organisations that invest in quality assurance testing and training chatbots can provide customers with better and more consistent chatbot experiences, said Dennis Reno, Chief Customer Officer of Cyara. Businesses that strive to meet customers chatbot expectations can increase customer loyalty, boost brand reputation, and lower contact centre support costs since customers are less likely to seek out more expensive avenues of communication. And of course, satisfied customers lead to increased sales, which has a positive impact on a companys bottom line.
To access the full study, visit here.
Survey Methodology
This Forrester Opportunity Snapshot was commissioned by Cyara. To create this study, Forrester Consulting supplemented this research with custom survey questions asked of global consumers who have used sales and/or support chatbots in the last six months. The customer survey began and was completed in November 2022. Respondents were split across the U.S., U.K., Ireland, Australia and New Zealand and consisted of Baby Boomers, Gen X, Millennials and Gen Z.
About Cyara
Cyara is the worlds leading Automated Customer Experience (CX) Assurance platform, headquartered in Silicon Valley. Cyaras cloud-based omnichannel assurance solutions for voice quality and chatbot testing accelerate the delivery of flawless customer journeys for enterprises while reducing the risk of customer-facing defects. With a customer retention rate of 96% and a NPS score of 67, every day, major global brands trust the Cyara Platform to deliver customer smiles at scale. For more information, please visit cyara.com.
Contacts
Michelle Bong
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Michelle@addypr.com
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