Conversational marketing technology, including chatbots, has exploded across the martech industry over the past 18 months, and consumer expectations are reflecting its impact. Findings from a recent survey of more than 1,000 consumers by Drift and SurveyMonkey Audience indicate that the ability to quickly communicate with brands to solve customer issues is among the top priorities for online shoppers.
Conversational marketing is an essential component to digital strategies today; companies need to continually improve their 1:1 customer engagements in order to maintain a competitive edge.
Why we should care
Brands that have been hesitant to jump into chatbots will find themselves playing catchup to when it comes time to implement the technology in order to meet the growing needs of consumers. Nearly half of consumers (44%) surveyed expect a response in a face-to-face interaction within five seconds, while 42% indicated the same response time from a chatbot.