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Chatbots and Customer Experience: 2021 and Beyond

Every brand today is running a race against its competition to close the enormous CX expectation gap that exists in 2021.

Meeting the modern consumer’s expectations for speed, personalization, and ease requires far more than doubling down on existing CX practices. That is why chatbots have been becoming increasingly essential as more and more businesses that fail to meet customer expectations fail to turn a profit. Chatbots can help businesses improve CX.

This guide examines how brands can begin to close the enormous CX expectation gap that exists today, and demonstrates why the adoption of technology like automated chatbots is a necessity if brands want to do so successfully at scale.

Key Insights From the Report:

  • Over a five-year span, brands that were CX leaders grew revenues 14% more than brands that held below average CX scores.

  • In 2020, brands that leveraged chatbots for sales purposes increased sales figures by an average of 67%, with 26% of all sales starting through a chatbot interaction.

  • After adopting a chatbot, 88% of brands saw a reduction in call volume and 75% saw an improvement in cost savings.

Download the full guide now and see why it’s clear as day: modern brands are facing a major CX crisis, and chatbots are a technology that will be a critical part of the solution.

Note: This report was originally published on socialbakers.com. Any statistics or statements included in this report were current at the time of original publication.

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