How High-Performing Brands Are Chatting Their Way to CX Success

An in-depth look at the customer experience of nearly 1,500 ecommerce brands during the post-lockdown retail boom


We hired a third-party firm to mystery shop the websites of 1,439 consumer brands. Here are just some of the findings:

  • 95.5% of shoppers could tell the difference between chatbots and human customer service agents (“conversational” bots aren’t fooling anyone!)
  • 95% of shoppers interacting with chatbots said that their experience would have been better with human help
  • An 800% increase in repurchase intent when companies use human help versus no human help in chat experiences

And that’s just the half of it. Download the report today for more findings—and to see how your brand fared against the competition.