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Effectiveness of customer service chatbots at resolving customers' issues 2017
Effectiveness of customer service chatbots at resolving customers' issues 2017
If you have used a chatbot for customer service, how effective was the chatbot at resolving your issue?
This survey shows the effectiveness of customer service chatbots at resolving customers' issues in 2017. During the survey, 30 percent of respondents from the United States stated that they found chatbots very effective at resolving their issues.
If you have used a chatbot for customer service, how effective was the chatbot at resolving your issue?
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| United States | Global average | |
|---|---|---|
| Very effective | 30% | 33% |
| Somewhat effective | 58% | 54% |
| Not at all effective | 12% | 13% |
| United States | Global average | |
|---|---|---|
| Very effective | 30% | 33% |
| Somewhat effective | 58% | 54% |
| Not at all effective | 12% | 13% |
© Statista 2019
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Description
Source
More information
This survey shows the effectiveness of customer service chatbots at resolving customers' issues in 2017. During the survey, 30 percent of respondents from the United States stated that they found chatbots very effective at resolving their issues.
Show more- Show sources information
- Show publisher information
- Release date
- August 2017
- Region
- Worldwide, United States
- Survey time period
- 2017
- Age group
- 18 years and older
- Supplementary notes
-
Respondents base: global survey (n=5,000).
The source did not specify the number of U.S. respondents.
Source
- Show sources information
- Show publisher information
- Release date
- August 2017
More information
- Region
- Worldwide, United States
- Survey time period
- 2017
- Age group
- 18 years and older
- Supplementary notes
-
Respondents base: global survey (n=5,000).
The source did not specify the number of U.S. respondents.
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Statistics on "Customer service in the U.S."
- Market overview
The most important statistics
- Global revenue of outsourced customer experience market from 2015 to 2020 (in billion U.S. dollars)*Size of global outsourced customer experience market 2015-2020
- Breakdown of the global outsourced customer experience market in 2017, by regionGlobal outsourced customer experience market: breakdown by region 2017
- Share of customers in the United States who have contacted customer service for any reason in the past month from 2015 to 2017*Customers who have contacted customer service in the past month U.S. 2015-2017
- Use of voice in customer service in the United States from 2015 to 2018Customers who contacted customer service via voice channels U.S. 2015-2018
- Customer churn rate in the United States in 2017, by industryCustomer churn rate by industry U.S. 2017
- Overall, is customer service getting better?Customers' opinion about customer service getting better U.S.& worldwide 2017
- Communication channels
The most important statistics
- Share of customers contacting customer service in 2017, by country and communication channelCommunication channels used to contact customer service by country 2017
- Communication channels easy to use in customer service in the United States in 2018Easiest-to-use customer service channels in U.S. 2018
- Which of the following channels provides the fastest resolution from customer service?Channels which provide the fastest resolution from customer service U.S. 2015-2017
- How would you rate your overall experience with the following customer service communication channels?U.S. customers who found their customer service experience good by channel 2016-2017
- Customer satisfaction
The most important statistics
- Share of customers in the United States who stopped doing business with a company due to poor customer service from 2016 to 2018Customers who stopped doing business due to poor customer service U.S. 2016-2018
- Companies which received the highest share of negative responses to their customer service in the United States in 2017Companies with the worst rated customer service in the U.S. 2017
- From your experience, what has been the one most common cause of your customer service frustration?Primary causes of customer service frustration in U.S. 2017
- If your customer service issue or inquiry isn’t adequately addressed, how long do you wait before you contact the same company using another channel?Customers' waiting time before contacting companies using another channel U.S. 2017
- Self-service
The most important statistics
- Have you ever used a search engine to try and find a response to a customer service question?Share of customers by search engine usage to answer questions U.S.& worldwide 2017
- Have you ever used a self-service support portal for customer service?Share of customers by if they have used a self-service portal U.S.& worldwide 2017
- Do you expect a brand or organization to have an online self-service support portal?Customers: opinion on self-service portal usage by brands U.S.& worldwide 2017
- If you have used a self-service support portal for customer service, did you find the response you were looking for?Share of customers by if self-service helped with their issue U.S.& worldwide 2017
- If while using self-service you did not find the response you were looking for, what was the key issue?Self-service issues experienced by customers U.S.& worldwide 2017
- Digital trends
The most important statistics
- Benefits customers in the United States expect to enjoy if chatbots were available for the online services they use as of November 2017, by generationChatbots: usage benefits customers expect to enjoy by generation U.S. 2017
- If you have used a chatbot for customer service, how effective was the chatbot at resolving your issue?Effectiveness of customer service chatbots at resolving customers' issues 2017
- What would stop you from using a chatbot?Potential blockers to using chatbots in U.S. 2017
- Have you ever used social media to ask a customer service question?Customers' opinion: using social media to ask a customer service question 2017
- What is your expected response time for social media questions or complaints?Expected response time for social media questions or complaints in U.S. & global 2017
- Do you believe social media is an effective channel for customer service?Customer service effectiveness on social media in U.S. and worldwide 2017
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Further Content: Statistics, Studies, and Topic Pages
Statistics
- Customer service: opinion about effort put into resolving issues U.S.& worldwide 2017
- U.S. consumers' willingness to wait for customer service in-person 2012
- U.S. consumers' communication channels for simple inquiries 2012
- Customers by if they favor brands that respond to complaints U.S.& worldwide 2017
- Devices customers frequently use to contact customer service U.S.& worldwide 2017
- Customers' opinion: using social media to praise a brand in U.S. & worldwide 2017
- Important aspects of a good customer service experience by age worldwide 2017
- U.S. consumers' usage of social media to get a customer service response 2012
- Consumers' who lost their temper with customer service professionals 2012
- Important aspects of a good customer service experience U.S.& worldwide 2017
- Consumers' willingness to wait on hold, customer service by phone 2012
- U.S. lost sales due to poor customer service experiences 2012
- Customer service: using social media to complain about a brand U.S.& worldwide 2017
- U.S. consumers' opinions on customer service waiting times 2012
- U.S. consumers' angry reactions to customer service professionals 2012
- Size of the U.S. laundry facilities and dry cleaning services by segment 2014-2025
- Customers by if they favor brands with a customer service portal U.S.& worldwide 2017
- Poland: production value of administrative and support services industry 2008-2016
- Slovenia: employees in the professional & technical activities industry 2008-2015
- Consumer opinion on the economy's effect on customer service in the U.S. 2010-2014
Studies
- Customer service in the U.S.
- Call centers in the U.S.
- State of Customer Service Experience 2018
- Global State of Customer Service Report 2017
- State of Customer Service Experience 2017
- State of Chatbots Report 2018
- Live Chat Benchmark Report 2019
- Global Customer Service Barometer 2012
- Live Chat Benchmark Report 2018
- Knowlagent contact center productivity survey 2011
- Synnex Annual Report 2018
- Teleperformance Annual Report 2018
- Tata Consultancy Services Limited Annual Report 2017-2018
- TTEC Annual Report 2017 on Form 10-K
- The US Customer Experience Index 2017
Statistics on "Customer service in the U.S."
- Global revenue of outsourced customer experience market from 2015 to 2020 (in billion U.S. dollars)*
- Breakdown of the global outsourced customer experience market in 2017, by region
- Share of customers in the United States who have contacted customer service for any reason in the past month from 2015 to 2017*
- Use of voice in customer service in the United States from 2015 to 2018
- Customer churn rate in the United States in 2017, by industry
- Overall, is customer service getting better?
- Share of customers contacting customer service in 2017, by country and communication channel
- Communication channels easy to use in customer service in the United States in 2018
- Which of the following channels provides the fastest resolution from customer service?
- How would you rate your overall experience with the following customer service communication channels?
- Share of customers in the United States who stopped doing business with a company due to poor customer service from 2016 to 2018
- Companies which received the highest share of negative responses to their customer service in the United States in 2017
- From your experience, what has been the one most common cause of your customer service frustration?
- If your customer service issue or inquiry isn’t adequately addressed, how long do you wait before you contact the same company using another channel?
- Have you ever used a search engine to try and find a response to a customer service question?
- Have you ever used a self-service support portal for customer service?
- Do you expect a brand or organization to have an online self-service support portal?
- If you have used a self-service support portal for customer service, did you find the response you were looking for?
- If while using self-service you did not find the response you were looking for, what was the key issue?
- Benefits customers in the United States expect to enjoy if chatbots were available for the online services they use as of November 2017, by generation
- If you have used a chatbot for customer service, how effective was the chatbot at resolving your issue?
- What would stop you from using a chatbot?
- Have you ever used social media to ask a customer service question?
- What is your expected response time for social media questions or complaints?
- Do you believe social media is an effective channel for customer service?
- How much effort do you feel it typically takes you to resolve a customer service issue?
- What is the maximum amount of time you are willinng to wait for help from customer service in-person?*
- For a simple customer service inquiry*, what is your preferred channel for reaching out to companies?
- Do you have a more favorable view of brands that respond to customer service questions or complaints on social media?
- Which device do you use most to start a customer service interaction?
- Have you ever used social media to praise a brand or its customer service?
- Important aspects of a good customer service experience to customers worldwide as of 2017, by age
- In the past year, have you utilized social media to get a customer service response?
- In the past year, have you lost your temper with a customer service professional?
- What do you feel is the most important aspect of a good customer service experience?
- When you contact a customer service center by phone, what is the maximum amount of time you are willing to wait on hold?
- In the past year, have you intended to conduct a business transaction or make a purchase but decided not to based on a poor customer service experience?
- Have you ever used social media to complain about a brand or its customer service?
- Have companies generally improved or worsened in terms of the amount of time you feel you have spent waiting for help from customer service?*
- Which of the following have you done when you lost your temper with a customer service professional?
- Market size of laundry facilities and dry cleaning services in the United States from 2014 to 2025, by segment (in billion U.S. dollars)
- Do you have a more favorable view of brands that offer a mobile-responsive customer service support portal?
- Annual production value of the administrative and support service activities industry in Poland from 2008 to 2016 (in million euros)
- Total number of employees in the professional, scientific and technical activities industry in Slovenia from 2008 to 2015
- Opinion of U.S. consumers on how the current economy effects customer service from 2010 to 2014*
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