Please compare the effectiveness of chatbots vs forms for online applications. We want to validate or disprove if chatbots are more successful at acquiring information and increasing conversion than having a user complete a form. Please validate your answer by comparing the following: Rate of conversion How many questions are answered Bounce rate Length of interaction Efficiency with web vs app Type of data gathered
Hello! Thanks for your request to provide a comprehensive comparison between the statistics of having chatbots vs having survey forms in terms of conversion rates and success rates of acquiring information. The most useful sources I found to answer your question are from Top Bots and Hello Tars' blog. The short version is that chatbots increase conversion rates by 300%
Below you will find a deep dive of my findings.
I first directed my research towards technology case study databases. Presented with insufficient information to fully accomplish your request, I decided to redirect my research towards a chatbot/conversational interface market analysis. From there, I pinpointed several current market leaders and emerging companies. Their customer stories proved to have a lot of useful statistics.
Tars is a company that specializes in web-based chatbots that replace survey forms.
A case study about Sheroes mentions that they worked with TARS to implement a chatbot instead of a survey form in their website's landing page. The study states that 8% of signups were accomplished through the "chat to sign up" button for the chatbot.
Another case study by TARS states that after replacing the long survey forms in the website of BabyChakra, conversions have increased by 3 times. This is primarily due to how survey forms have developed an intimidating stigma to most consumers. A more human-like
Narvar specializes in post-purchase customer service for retailers such as Disney and Gamestop.
An article published by Top Bots mentions that NarVar helped Gamestop increase response rate from customers by 100%. The article also mentions that the effects of chatbots on user engagement and retention varies greatly depending on the customer demographics. It is highly likely that the 100% increase in engagement by customers is due to the fact that they are gamers and are very familiar and open to the idea of communicating and transacting with artificial intelligence or bots.
Imperson specializes in natural-language conversational interfaces or bots that accurately impersonate a characters voice.
According to Imperson, their chatbot gets an average duration of 9 mins per conversation, a maximum of 13 turns per conversation and a consistent 20% re-engagement.
To wrap it up, statistics from various case studies and customer testimonials show that chatbots are significantly more cost-effective lead generators than their counterpart survey forms.
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