April 6th, 2023, Kineree Shah
Chatbots have been used by many businesses to improve their customers' online shopping experience. To evaluate its utility, YouGov conducted a survey across 18 international markets, asking consumers which products or services they think using a customer service chatbot can be useful for. Interestingly, slightly over a tenth of global consumers (12%) say chatbots are useful when buying online financial and investment products, higher than some other consumer categories such as furniture (8%), video games (10%), and out-of-home entertainment (11%).
The perception of usefulness of chatbots in online shopping for financial and investment products varies greatly between markets. In Europe, markets such as Spain and Germany had a relatively high response rate, with roughly one in 10 consumers finding chatbots useful (11% each). However, in other European countries such as Britain (7%), France (6%), Sweden (6%), and Denmark (5%) the response rate was about half.
Even in North America, the response rate was mixed. In Canada one-tenth find chatbots useful but in US the percentage drops further (7%). Meanwhile, consumers in Mexico logged a high rate, with more than one-fifth finding chatbots useful (22%).
Within Asia, consumers in India logged the highest response rate, with more than a quarter finding chatbots useful (26%), while in Indonesia and UAE one-fifth of consumers found chatbots useful (20% each). Relatively, Singapore and China had lower response rates (16% and 13% respectively).
In related news 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.