In the era of digital transformation, chatbots have become an essential part of customer service. Shopmate, a leading chatbot in the market, serves as an excellent example to explore the determinants of customer satisfaction in chatbot use. Understanding these factors is crucial for businesses aiming to optimize their chatbot strategies and enhance overall customer experience. I. The Role of Perceived Performance 1.Functionality and Responsiveness Accurate Information Delivery: Shopmate’s ability to provide precise and up-to-date information about products, services, and order status is vital. For example, when a customer asks about the features of a specific product, the chatbot should be able to present detailed and accurate details promptly. If it can offer clear and correct information about a smartphone’s camera specifications, storage capacity, and battery life, customers will perceive its performance as high. Quick Response Time: In a fast-paced digital world, customers expect instant replies. Shopmate should be able to engage with customers without significant delays. Whether it’s answering a query about a product’s availability or resolving a shipping concern, a rapid response gives the impression of efficiency. For instance, if a customer inquires about the estimated delivery time of an order, the chatbot should be able to provide an […]
