I found this article on LinkedIn and am really glad I came across it. While I had an intuitive sense for much of the findings in this report, I was glad to see it confirmed through this research study. One thing really stuck out to me:
- Online before Phone Support: >60% of the respondents that eventually call the support line for their bank first look online at the banks website or do a search on Google.
It's clear to me that customers actively try to answer their questions themselves if they can (or conversely, really dread calling customer support). This is just one of the reasons that I feel like a chatbot solution is perfect because it provides customer support answers without the time and effort required to call your bank.