- Conversational marketing is set to be a major tool in 2021, as the use of live text and chat boxes is used by more websites.
- With live chat holding a customer satisfaction rate of 85%, it is easy to see that it is popular. Able to interact with customers in real time, it also provides information that many are looking for to inform them.
- More tailored and personalised experiences, which provide customers with more information on the products and services on offer, can lead to a positive brand image and customer retention.
Source : https://www.orange-business.com/en/magazine/talking-shop-chatbots-drive-next-ecommerce-boom
https://d26a57ydsghvgx.cloudfront.net/content/resources/zendesk_research_customer_satisfaction.pdf
