How consumers view Conversational Commerce in 2019
New research from LivePerson looks at the attitudes of consumers around the world towards Conversational Commerce. The survey looked at preferences around brand interactions, messaging, and chatbots.
The survey found that among people who have interacted with chatbots in the past year, 80% used them for customer care, compared to 67% from the previous year. Consumers in Australia, the UK, and France reported the highest levels of chatbot usage. And 49% of people reported a likelihood of spending more with a brand that offers the option to message through the native messaging apps of iOS and Android, as well as through popular messaging apps like Facebook Messenger, WhatsApp, and more.
When it comes to personalization, 96% of Americans “agreed” or “strongly agreed” that “I’m more likely to do business with a company that interacts with me in a personalized way (i.e., knows information about me from previous transactions.)” This suggests being able to connect to CRM and other back-end systems to provide personalized conversational experiences is becoming more important.
Read more about consumers’ conversational preferences in the report you can download above.