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Drift’s State of Conversational Marketing report, for example, found that people from all 195 countries are using online chat to start conversations on business websites.And that includes people who work at companies of every size, sector, and nearly every industry, as well as key decision-makers (41% of people starting online chat conversations with businesses are executives).

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Then we asked them: What frustrations have you experienced with these online services in the past month?

The most common frustrations reported by consumers included websites being hard to navigate (34%), not being able to get answers to simple questions (31%), and basic details about a business — like address, hours of operations, and phone number — being hard to find (28%).

And if a chatbot doesn’t have all the answers, consumers would like that chatbot to be able to connect them with a human.

Beyond how consumers predict they’ll use chatbots, we also wanted to know about the specific benefits they think chatbots will be able to provide.

If you want a personal copy, you can also download a PDF version of the The way people communicate with businesses has been evolving at a rapid pace.

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For years, in-person meetings and phone calls were the dominant means of communication.When they can’t, they get frustrated, and could end up turning to competitors who are providing the type of online experience they’re looking for.Now that we understand the main problems consumers have with traditional online experiences, let’s look at if (and how) chatbots can actually solve these problems.While that’s one quarter of the amount who’ve used phone and email to communicate with businesses over the same time period, it’s still a significant number.And in the months and years to come, we expect that number to grow considerably. Just like any emerging technology, chatbots will only become widely adopted if it’s shown that they can solve real problems. So in order to better understand where the opportunity lies for chatbots, we asked our 1,000 survey participants to think about the online services they use today, such as search engines, product/service websites, and mobile apps.There’s no denying the hype that’s been surrounding chatbots over the past few years.Whether you view the technology as a passing fad, or believe that chatbots will revolutionize how people communicate and interact, the impact chatbots are having on online experiences is real…and it’s measurable.In our survey, we provided a brief description of how chatbots work and the types of tasks brands and businesses use them for.Then we asked our participants: What do you predict you would use a chatbot for?Those are areas where humans will continue to shine.Here’s something that might surprise you: The benefits of chatbots that consumers expect to enjoy don’t vary too widely between age groups.


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