The 2021 conversational marketing report: top stats and trends

Over the last 18 months, the pandemic has completely transformed how consumers interact with brands.

With shops closed, holidays cancelled, and nights out now a distant memory, consumers headed online in droves to spend their hard-earned cash. From weekly groceries, to kitchen gadgets, clothing, gifts, and tools, online shopping quickly became the norm.

Over a year later, the pandemic has accelerated e-commerce and the digital transformation by an incredible 5 years. And it seems this change is here to stay. Even now, as stores reopen and restrictions lift, many people are still choosing to shop online.

Investing in conversational marketing strategies has been a pivotal step in helping businesses navigate this transition, allowing businesses to connect with customers, increase sales and boost brand engagement throughout the pandemic.

And with consumers seemingly reluctant to flock back to bricks and mortar shops, savvy business owners are investigating what AI can do for them in a post-pandemic era.

Key conversational marketing stats

  • Customer service interactions handled by chatbots have seen a 400% growth since 2017

  • Chatbot eCommerce transactions are expected to reach $112 billion by 2023

Key social commerce stats

  • 1 in 3 shoppers made a purchase via social media in the past year

    An unprecedented 1 in 3 global shoppers has made a purchase via social media in the past year. And if you break that down by age, the number increases to 43% in the 18-24 age bracket and 47% for 25-34-
    year-olds. So the Millenials and the GenZers are leading the curve — and they’ll be shopping in this way for decades.

  • 74% of millennials say their perception of a brand improves if the company responds to them on social media

    Building loyalty for your brands while providing exceptional customer service is becoming more and more important as we approach to younger generations. In this process, social media responsiveness is the main aspect and conversational marketing can really help you improving the perception of your brand.

Key Conversational marketing trends

Conversational marketing is one to watch in 2022. The uptake of conversational marketing has grown massively in the last couple of years, and it’s set to keep on going.

  • Chatbots are on a big rise

    The chatbot’s popularity is predicted to grow. By 2024, consumer retail spends via chatbots worldwide is projected to reach $142 billion. This is a huge jump from just $2.9 billion in 2019.

  • Bots are getting more personal

    As chatbot technology improves, businesses are able to customise their bots to develop detailed and personalised user experiences.

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The 2021 Conversational Marketing Report

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