Chatbots Rank Dead Last in Customer Satisfaction as Digital Service Demand Grows Amid COVID-19

SUNNYVALE, Calif., July 29, 2020 (GLOBE NEWSWIRE) — eGain (NASDAQ: EGAN), the leading provider of customer engagement solutions, today announced that chatbots ranked at the bottom among digital touchpoints in customer satisfaction during the initial outbreak of COVID-19.

Conducted by Dimensional Research on behalf of eGain and fielded in June 2020, the survey was administered to thousands of consumers, who had used a digital channel for customer service across six industries in April and May 2020. Here are key findings:

• Chatbots aka virtual assistants rank at the bottom among digital service options, including chatbots, messaging, chat, cobrowse, email, and social
º 57% of consumers were frustrated with inconsistent answers across chatbot and human-assisted service. This highlights the importance of taking a unified, omnichannel approach to customer context and knowledge management
• 80% of consumers increased the use of digital customer service
º Millennials and Gen Z consumers are leading this trend with 92% and 87% of such respondents increasing their use of digital customer service, followed by Gen X at 79% and even boomers at 69%

“Digital service is the answer to contact center challenges,” said Ashu Roy, eGain CEO. “Chatbots are great but only when they are easy, smart and connected.”

More information
Report of survey findings: https://www.egain.com/covid-19-digital-customer-service-engagement/
eGain Virtual Assistant: https://www.egain.com/products/virtual-assistant-software/
eGain Suite: https://hd.egain.com/overviews/egain-suite.pdf
eGain Chatbot and Messaging in 7 days: https://www.egain.com/messaging-chatbot-in-7-days/
eGain Innovation in 30 Days™: https://www.egain.com/innovation-in-30-days/

*Findings were compiled from 625 respondents, who had used a digital channel to contact banks and credit unions, insurance, communications service providers, healthcare (including insurance and providers), retailers (including online retail), and government entities with a minimum of 100 respondents for each sector.

About eGain
Our omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers. To learn more about eGain, visit www.eGain.com.