Chatbots have transformed the way businesses communicate with customers. They bring with them a new, exciting aspect to websites, products, and services. From being a marketing buzzword, these chatbot statistics clearly show the revolution they’ve started in the world at large.
Chatbots are the reason why user expectations are going through the roof. This article collates the most important insights into the state of chatbots as of 2019. From the deployment of chatbots using customer support software to its role in marketing and sales, this should give you everything you need to know to validate your chatbot strategy.
Top Chatbot-Supported Tasks 2018 Typing with voice dictation: 46
Typing with voice dictation
Top Chatbot-Supported Tasks 2018 Team collaboration: 26
Top Chatbot-Supported Tasks 2018 Employee calendar management: 24
Employee calendar management
Top Chatbot-Supported Tasks 2018 Email management: 14
Top Chatbot-Supported Tasks 2018 Customer service: 14
Top Chatbot-Supported Tasks 2018 IT help desk management: 13
IT help desk management
Top Chatbot-Supported Tasks 2018 Data analysis: 10
Source: Spiceworks (North American and European Organizations)
Recent chatbot market reports indicate that tech giants are increasingly promoting the use of chatbots. It’s high time that you do the same. A best practice is by integrating one with the leading customer support platform in the market.
Leading Customer Support Software
Freshdesk ranks as one of the best and complete help desk solutions around with features ranging from ticket management to customized reports. It is a go-to platform for many customer service teams.
Zendesk is trusted by more than 40,000 organizations worldwide. This platform provides its users with comprehensive features such as group rules, macros, forums, and screencasting, among other service-related tools.
Salesforce Service Cloud is a web-based solution that allows its users to deliver omnichannel customer support from a single dashboard. It is a complete platform with a great team management module on top of customer-facing tools such as a community knowledgebase.
Groove is a robust alternative to other top customer support platforms today. It is fitted with useful and easy-to-use tools such as open tracking, customer history, conversation reporting, happiness reporting, and data exporting, among many others.
Freshservice offers comprehensive features fitted in an easy-to-understand dashboard. Users enjoy its powerful features, including priority matrix, customizable agent roles, integrated game mechanics, knowledge base, and advanced reporting capabilities.
Benefits of Chatbot Statistics
Chatbots have progressed from being a buzzword into a fully functional business tool. Today, every marketer seeks to learn, comprehend, and deploy chatbots to attract and retain customers.
Chatbot automation translates to $23 billion in savings from annual salaries. 
Using chatbots can enable businesses to save up to 30% in customer support costs. 
53% of companies use AI chatbots in their IT department. 23% use them for administrative tasks. 
60% of executives say that chatbots improve their agents’ ability to handle client queries by networking with other bots. 
61% of executives say that conversational bots enhance employee productivity via automatic follow up of scheduled tasks. 
Chatbots have not matured yet as a technology. We’ve gathered these key issues from various chatbot reports for your perusal:
As of 2018, only 0.5% of all B2B companies are using chatbots. 
51% of companies don’t use chatbots. The technology can’t yet include client history for personalized experiences. 
A company takes an average of 10 hours to respond to a message on messaging platforms. 
30% of buyers worry that a chatbot would make a mistake like receiving a wrong item. 
64% of executives say that user adoption hesitancy is the main reason why they don’t intend to implement chatbots. 
People are most frustrated with websites that are hard to navigate. 
46% of people think that chatbots are used deliberately to keep them away from human agents. 
27% of consumers can’t differentiate transacting with a human or a chatbot. 
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Top Problems with Traditional Online Experience
Top Problems with Traditional Online Experience Websites hard to navigate: 34
Websites hard to navigate
Top Problems with Traditional Online Experience Difficulty to get answers to simple questions: 31
Difficulty to get answers to simple questions
Top Problems with Traditional Online Experience Hard to find basic business details: 28
Hard to find basic business details
Top Problems with Traditional Online Experience Takes too long to find services: 27
Takes too long to find services
Top Problems with Traditional Online Experience Poorly designed smartphone apps: 26
Poorly designed smartphone apps
Top Problems with Traditional Online Experience Useless search options on a business website: 24
Useless search options on a business website
Top Problems with Traditional Online Experience Inaccessible services via mobile devices: 23
Inaccessible services via mobile devices
Source: "The 2018 State of Chatbots Report." Drift
Most chatbot marketing statistics highlight their impact on business. Chatbots make websites alive and more engaging. Optimize chatbots by integrating them with the top marketing solutions to your advantage.
Better Leverage Your Chatbot Strategy
Expect more compelling chatbot statistics to surface in the years to come. They offer an interactive and easy way to engage with brands. Chatbots could become the digital channel of choice of the future. Here are some key takeaways from this years’ chatbot statistics:
The chatbot market will expand more across the world.
Chatbot users are led by millennials. The other consumer segments are not that far behind.
These technologies help people.
Various types of chatbots are becoming the preferred mode of communication for many consumers.
Many businesses remain apprehensive of using chatbots in their operations.
Consistently proving real-time service is priceless in growing and keeping your existing relationships. Chatbots can help you and your workforce do this, without much financial burden. Same as in deploying a robust customer support platform, the buck stops on you on whether to take advantage of this technology now. Or it might be too late to catch up with your competitors.
B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. From pitch deck to exit strategy, he is no stranger to project business hiccups and essentials. He has been involved in a few internet startups including a digital route planner for a triple A affiliate. His advice to vendors and users alike? "Think of benefits, not features."
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