Global: Are chatbots useful when shopping online for electronic products?
April 4th, 2023, Kineree Shah

Global: Are chatbots useful when shopping online for electronic products?

An increasing number of companies are using chatbots to aid in their customer service operations.

A YouGov survey conducted across 18 international markets finds that chatbots are proving to be a valuable resource for customers seeking assistance while shopping online for electronics, with 16% rating chatbots as useful when making purchases for electronic products.

The perception of usefulness of chatbots in online shopping for electronics varies greatly between markets. In Europe, markets such as Poland (18%) and Spain (17%) are the most likely to view chatbots as useful However, in other European countries such as Britain (9%), Denmark (8%) and Sweden (8%), the opinion of chatbots being useful was much lower.

In North America, the response rate was mixed. Only about a tenth of consumers in the United States (10%) and in Canada (12%) find chatbots useful. Meanwhile, consumers in Mexico logged the highest rate across all markets surveyed, with more than a quarter finding chatbots useful (28%).

Within Asia, consumers in India had the highest response rate, with more than a quarter finding chatbots useful (28%), while in Indonesia and China just over a fifth of consumers find chatbots useful (22% each). Consumers in Singapore and Hong Kong had slightly lower response rates for chatbots’ usefulness in this regard (17% and 18% respectively).

By analyzing this data, brands can identify regions where chatbots are well-received and invest in chatbot technology to enhance their customer service. On the other hand, in regions where the response rate to chatbots is low, brands must explore alternative strategies to ensure they meet the needs of their customers. Explore the usefulness of chatbots in groceries, take-out food, clothing/ shoes, cosmetics & beauty products, medicine & healthcare products, mobile phones, air travel and hotels, out-of-home entertainment, and car/ vehicles.

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Methodology: YouGov Surveys: Serviced provide quick survey results from nationally representative or targeted audiences in multiple markets. The data is based on surveys of adults aged 18+ years in 18 markets with sample sizes varying between 431 and 1,572 for each market. All surveys were conducted online in December 2022. Data from each market uses a nationally representative sample apart from Mexico and India, which use urban representative samples, and Indonesia and Hong Kong, which use online representative samples. Learn more about YouGov Surveys: Serviced.