70% of millennials prefer to shop online and spend 6 hours per week doing so. They also prefer using text messages over emails to communicate with businesses on their smartphones. 40% of shoppers don’t mind getting help from an AI tool. Furthermore, 80% of businesses either already use or plan to use chatbots by 2020.
It can be very tempting to only provide an email or contact form for visitors to reach you if they have questions. However, in this day and age of instant communication, they want an answer right this second. Can your customers ask questions 24/7? Visitors who engage with a live chat, especially, expect a quick response.