Customer satisfaction (CSAT) is also important.
IKEA CUSTOMER SERVICE CHATBOT HOW TO
How to Understand Your Metrics When Building Customer Service BotsĬontainment rate, or its alternative name, “deflection rate,” is the percentage of total conversations fully handled by a chatbot, and is a key metric to track when trying to figure out how well your chatbot is performing. Where this data becomes even more interesting, is among young consumers. Fifty-three percent of consumers think chatbots improve the customer experience, and would prefer to interact with a chatbot over a customer support representative.
Additionally, chatbots are growing in popularity with both consumers and merchants. According to Kustomer research, younger generations have a much higher appetite for self-service and chatbots, with 77% of consumers under 25 saying that they find chatbots to be helpful. An effective customer service chatbot can communicate with customers and answer important questions, streamlining the customer support process.įurthermore, consumers are increasingly expecting chatbots to be a part of your customer support strategy. Conversational automation is crucial to great customer support.
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