The State of Conversational Marketing: Online Customer Experience, Chatbots, Trends

How important is customer experience? Fully 84% of customers say the experience is just as important as the product or service you sell, Salesforce’s 2019 State of the Connected Customer research found.

Yet, today’s online consumer frequently confronts a host of frustrations when attempting to interact and engage with businesses online, according to Drift’s 2019 State of Conversational Marketing study.

They can’t get answers to simple questions (34% of those surveyed by Drift said so), sites are hard to navigate (30%), search options on the site aren’t useful (21%), and more:

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