Skip to content

Would You Buy From a Chatbot?

Would You Buy From a Chatbot?

When we talk about digital marketing and different generations, there’s far more than content strategies and social media platform selection to talk about. The way a Baby Boomer views and uses technological tools can be profoundly different than how a Gen Xer, Millennial, or member of Gen Z views and uses those same tools.

Take for an example chatbots. Chatbots are automated computer scripts that answer customer questions, make product suggestions, and can even conduct sales. Chatbots can be built into your website. They’re also available for use on social media messaging platforms, as well as within certain apps.

Two-thirds of Millennials surveyed by RetaleBot, a company that is obviously very interested in the power of chatbots to sell products, replied that they have engaged with chatbots before and would consider themselves likely to make a purchase when prompted by a bot. Only 14% reported being not interested at all; the remaining 19% were neutral, having no strong opinion on the topic.

Millennials’ comfort with chatbots may spring from the fact that they’ve grown up with this technology. The idea that a computer can conduct a human-like conversation is nothing new: innovator Alan Turing developed his famous Turing Test to see if a disinterested observer could identify which intelligence in a conversation was human and which was machine in 1950.

[Tweet “The use of chatbots makes it easier to provide a superior level of service”]

Chatbots have seamlessly appeared as a customer service tool in the financial services industry, where they are ideal for routine tasks such as making balance inquiries or account transfers. Travel and airline ticket brokers have also adopted chatbots rather than routing customer service inquiries through call centers. By and large, these transitions have increased customer satisfaction ratings while controlling costs. Chatbot use in these settings increased as smartphone use became more prominent; today, more than half of all web traffic happens via a mobile device.

When it comes to retail and e-commerce, chatbot use is most effective when scripts are conversational and natural sounding. Even if a customer suspects they’re not actually dealing with a real person, they prefer feeling as if they were. The older a buyer is, the greater emphasis they place on person-to-person interaction. Gen Xers closely follow Millennials’ purchasing preferences; 58% indicate that they’re comfortable purchasing online. Baby Boomers come in closer to 30%, although that rate is steadily increasing as Boomers appreciate the trail of documentation that chat logs provide.

What does this mean for your business? The use of chatbots makes it easier to provide a superior level of service, given limited amounts of available manpower. Additionally, chatbots can make it easier for small business owners to manage interior functions, such as payroll tracking and benefits management. Many cloud based enterprise business tools use chatbot functionality. Understanding and making the best use of chatbot technology is part of today’s everyday business reality. Resolve to learn more about the possibilities and how chatbots can give you the ability to provide a higher level of service without increasing costs. You’ll be glad you did!

Share This:

Book FREE Trial

We know that getting back into fitness is tough! Let us help you achieve your weight boxing workouts.

Creative Director/Senior Designer

Tom DiGrazia

With over a decade and a half of professional design experience, Tom brings his knowledge of design principles and focus on user experience to every aspect of his contribution to TTG. Paying special attention to each client’s brand, personalized needs and individual interests, he strives to create compelling concepts utilizing intuitive and highly-refined design solutions. In addition to traditional and digital design work and oversight at TTG, Tom also boasts a wide portfolio of web development projects with the company, allowing him to stretch his CSS and HTML skills across multiple platforms and disciplines. He feels that being a designer in the digital landscape of websites, eCommerce solutions, email marketing platforms and social media, it is important to understand the code that goes into these areas as it assists his ability to tailor designs specifically targeted to achieve the best end result and further builds understanding and communication with backend development teams.

In his off hours, Tom is an avid pop culture enthusiast, staying up to date on the latest shows, films, comics and games. He can also typically be found taking part in a whole host of artistic activities that help him further stretch his creative legs. Regardless of the activity, Tom is always accompanied by his dog, Eli, and his cat, Tib.

Design, Photography, Illustration, Digital Imagery Manipulation, Wesbite Development

Photoshop, Illustrator, InDesign, Lightroom, HTML/CSS, Wordpress


Courtney Dumont

As Senior Marketing Strategist & Analyst at Technology Therapy Group, Courtney is energized by the ability to flex both her left and right brain daily. Courtney discovered her passion for Marketing at Bryant University, where she spearheaded research on students’ perceptions of Social Media Marketing for her Honors Capstone Project. After graduating Bryant in 2012, she joined the Technology Therapy team, where she’s honed her skills in social media, search and social advertising, email marketing, SEO, and more.

Since joining the team, Courtney has created digital marketing strategies and managed campaigns for clients across the country, ranging from plastic surgery centers, to jewelry stores, to construction companies. With a cohesive, cross-channel approach and a focus on data-driven decision making, she has increased their leads by up to 217%. But Courtney doesn’t leave her zeal for social media at the office; she also runs a local foodie Instagram account with her husband to document their meals across Rhode Island and beyond. Check them out: @hoppilyfed.

Marketing Strategy, Data Analysis, Google Ads, Facebook Ads, Social Media

Google Analytics, Google Ads, Facebook Ads, Facebook Creator Studio, Instagram, Klaviyo, Mailchimp, Emma Mail, Google Data Studio, WordPress, YouTube, LinkedIn, Facebook, Microsoft Office