{"id":26734,"date":"2022-01-17T19:19:42","date_gmt":"2022-01-17T18:19:42","guid":{"rendered":"https:\/\/botnation.ai\/site\/what-sites-chatbots\/"},"modified":"2026-03-18T16:29:41","modified_gmt":"2026-03-18T15:29:41","slug":"what-sites-chatbots","status":"publish","type":"post","link":"https:\/\/botnation.ai\/en\/what-sites-chatbots\/","title":{"rendered":"On which sites and when do consumers want chatbots?"},"content":{"rendered":"<p>In this busy Christmas shopping season on the web, Botnation, the French platform for creating scalable chatbots, wanted to know on which types of e-commerce sites consumers most wanted or needed support via chatbots.<\/p>\n\n<p>A survey of 3,859 people reveals<strong> the importance of conversation <\/strong>for online shoppers, as well as where and when to start these discussions.<\/p>\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Summary<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #3d351f;color:#3d351f\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #3d351f;color:#3d351f\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/botnation.ai\/en\/what-sites-chatbots\/#The_3_types_of_sites_where_the_French_want_more_chatbots\" >The 3 types of sites where the French want more chatbots :<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/botnation.ai\/en\/what-sites-chatbots\/#Where_do_the_French_want_more_chatbots\" >Where do the French want more chatbots?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/botnation.ai\/en\/what-sites-chatbots\/#What_are_the_three_types_of_site_for_which_you_like_or_would_like_to_have_the_support_of_a_Chatbot\" >What are the three types of site for which you like or would like to have the support of a Chatbot?<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/botnation.ai\/en\/what-sites-chatbots\/#When_do_the_French_want_help_from_chatbots\" >When do the French want help from chatbots?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/botnation.ai\/en\/what-sites-chatbots\/#When_would_you_like_the_most_support_from_a_chatbot\" >When would you like the most support from a chatbot?<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/botnation.ai\/en\/what-sites-chatbots\/#The_French_chatbot_in_love\" >The French = chatbot in love!<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/botnation.ai\/en\/what-sites-chatbots\/#More_conversations_with_a_chatbot\" >More conversations with a chatbot!<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/botnation.ai\/en\/what-sites-chatbots\/#About_BotNation\" >About BotNation<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"The_3_types_of_sites_where_the_French_want_more_chatbots\"><\/span>The 3 types of sites where the French want more chatbots :<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>71%: Reservations for accommodation, stays (Airbnb, Booking, etc.)<br>65%: Generalist marketplaces (Amazon, Target, AliExpress, etc.)<br>62%: Fashion, clothing, apparel (Veepee, Vinted, etc.)<\/p>\n\n<p>For 27% of <a href=\"https:\/\/botnation.ai\/en\/infographics-chatbots\/\">consumers, the most important time to use a chatbot<\/a> is: At the end of the purchase for delivery and receipt details<\/p>\n\n<p>47% of French people prefer a site with a chatbot to one without.<\/p>\n\n<p>62% of<em>French people<\/em> still don\u2019t have enough conversational tools on their websites<\/p>\n\n<p><em>\u201cUsers always make tools evolve. The same goes for chatbots. With this survey, we see that <strong>conversation is important at all points in the customer journey<\/strong>, and perhaps more so at the end, when the customer needs reassurance and clearer follow-up of their purchases. <a href=\"https:\/\/botnation.ai\/en\/conversational-agent-business\/\">Botnation has been established on the French conversational agent market for over 5 years<\/a>, and has worked with hundreds of companies and organizations. It\u2019s a simple fact: chatbots considerably increase the accessibility of sites and services, not only by responding to users and prospects 24\/7, but also by identifying new user needs by detecting hitherto unforeseen queries (unanswered questions). It\u2019s a real winning duo with marketing and customer service teams, not only for the company but above all for its users <\/em>\u201c, commented <strong>Emmanuel FRAN\u00c7OISE,<\/strong> founder of Botnation.<\/p>\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Where_do_the_French_want_more_chatbots\"><\/span>Where do the French want more chatbots?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>In order to support them when shopping online, the French clearly have preferences for sites where they would like to be able to access <a href=\"https:\/\/botnation.ai\/en\/ai-bard\/\">conversational tools such as chatbots<\/a>. Thus, accommodation and stay booking sites (such as (Airbnb, Booking, etc.) come out on top with 71% of votes. Generalist market places (Amazon, Target, AliExpress, etc.) are in second place with 65%. Finally, on the third step of the podium with 62%, sites dedicated to fashion and clothing (Veepee, Vinted, etc.) are the most popular with the French.   <\/p>\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/chatbot_1.jpg.webp\" alt=\"chabot study\" class=\"wp-image-306\"><\/figure>\n\n<h3 class=\"wp-block-heading\" id=\"h_a844a67277\"><span class=\"ez-toc-section\" id=\"What_are_the_three_types_of_site_for_which_you_like_or_would_like_to_have_the_support_of_a_Chatbot\"><\/span>What are the three types of site for which you like or would like to have the support of a Chatbot?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Ranking<\/strong><\/td><td><strong>Answers<\/strong><\/td><td><strong>Percentages<\/strong><\/td><\/tr><tr><td><strong>N\u00b01<\/strong><\/td><td><strong>Reservations for accommodation and stays (Airbnb, Booking, etc.)<\/strong><\/td><td><strong>71 %<\/strong><\/td><\/tr><tr><td>N\u00b02<\/td><td>Generalist marketplaces (Amazon, Target, AliExpress, etc.)<\/td><td>65 %<\/td><\/tr><tr><td>N\u00b03<\/td><td>Fashion, clothing, apparel, etc. (Veepee, Vinted, etc.)<\/td><td>62 %<\/td><\/tr><tr><td>N\u00b04<\/td><td>Online ticketing (Ticket Master, Billet R\u00e9duc, etc.)<\/td><td>57 %<\/td><\/tr><tr><td>N\u00b05<\/td><td>Beauty, health, care (Yves Rocher, Sephora, etc.)<\/td><td>52 %<\/td><\/tr><tr><td>N\u00b06<\/td><td>Furniture &amp; decoration (Ikea, Gifi, etc.)<\/td><td>51 %<\/td><\/tr><tr><td>N\u00b07<\/td><td>Electronics and household appliances (Cdiscount, Darty, etc.)<\/td><td>51 %<\/td><\/tr><tr><td>N\u00b08<\/td><td>Cultural products (Fnac, Cultura, etc.)<\/td><td>42 %<\/td><\/tr><tr><td>N\u00b09<\/td><td>Food &amp; FMCG (E.Leclerc, Carrefour, Auchan, etc.)<\/td><td>28 %<\/td><\/tr><tr><td>N\u00b010<\/td><td>Games and Toys (Oxybul, JoueClub, etc.)<\/td><td>22 %<\/td><\/tr><tr><td>N\u00b011<\/td><td>Other<\/td><td>3 %<\/td><\/tr><\/tbody><\/table><\/figure>\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"When_do_the_French_want_help_from_chatbots\"><\/span>When do the French want help from chatbots?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>If the French need automated support, they don\u2019t want it at any time. In fact, 27% of those surveyed prefer to use a chatbot at the end of their purchases to obtain more information and details on the delivery of their product and how to receive it. Technical problems and after-sales service came a close second, with 25% of votes, just ahead of the need for information on selected products prior to purchase. Next, more than 13% of French people would like to be accompanied by a chatbot throughout the customer experience.   <\/p>\n\n<h3 class=\"wp-block-heading\" id=\"h_2067065209\"><span class=\"ez-toc-section\" id=\"When_would_you_like_the_most_support_from_a_chatbot\"><\/span>When would you like the most support from a chatbot?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Answers<\/strong><\/td><td><strong>Percentages<\/strong><\/td><\/tr><tr><td><strong>At the end of my purchase for delivery and reception terms and conditions<\/strong><\/td><td><strong>27 %<\/strong><\/td><\/tr><tr><td>For my technical problems, after-sales service, etc.<\/td><td>25 %<\/td><\/tr><tr><td>For information on selected products<\/td><td>24 %<\/td><\/tr><tr><td>Throughout the customer journey<\/td><td>13 %<\/td><\/tr><tr><td>At the time of payment<\/td><td>5 %<\/td><\/tr><tr><td>At the very beginning of my research<\/td><td>3 %<\/td><\/tr><tr><td>To discuss new offers, developments, etc.<\/td><td>1 %<\/td><\/tr><tr><td>I don\u2019t know<\/td><td>1 %<\/td><\/tr><tr><td>Other<\/td><td>1 %<\/td><\/tr><\/tbody><\/table><\/figure>\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"The_French_chatbot_in_love\"><\/span>The French = chatbot in love!<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>When searching and browsing, French Internet users clearly prefer sites that now offer chatbots. That\u2019s what over 47% of those questioned said. For 28%, it doesn\u2019t matter, and only 25% don\u2019t appreciate such tools.  <\/p>\n\n<p>Choosing between two sites, you prefer :<\/p>\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Answers<\/strong><\/td><td><strong>Percentages<\/strong><\/td><\/tr><tr><td><strong>Whoever has a chatbot<\/strong><\/td><td><strong>47 %<\/strong><\/td><\/tr><tr><td>The one without a chatbot<\/td><td>25 %<\/td><\/tr><tr><td>It doesn\u2019t matter<\/td><td>28 %<\/td><\/tr><\/tbody><\/table><\/figure>\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/chatbot_2.jpg.webp\" alt=\"chabot study\" class=\"wp-image-308\"><\/figure>\n\n<h3 class=\"wp-block-heading\" id=\"h_135bfacf03\"><span class=\"ez-toc-section\" id=\"More_conversations_with_a_chatbot\"><\/span>More conversations with a chatbot!<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>For 62% of French people, websites still don\u2019t offer enough tools to communicate and converse with their customers. Conversation is therefore very important, and needs to be improved and diversified to meet all needs. 23% consider that there are enough conversational tools, and 15% too many.  <\/p>\n\n<p><strong>In your opinion :<\/strong><\/p>\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Answers<\/strong><\/td><td><strong>Percentages<\/strong><\/td><\/tr><tr><td><strong>Sites don\u2019t offer enough tools to communicate and converse with their customers<\/strong><\/td><td><strong>62 %<\/strong><\/td><\/tr><tr><td>Sites offer enough tools to communicate and converse with their customers<\/td><td>23 %<\/td><\/tr><tr><td>Sites offer too many tools to communicate and converse with their customers<\/td><td>15 %<\/td><\/tr><\/tbody><\/table><\/figure>\n\n<p><em>* Methodology: survey of 3,859 people throughout France aged 18 and over, conducted online, on the proprietary BuzzPress France panel, using the quota method, during the period December 3 to 9, 2021.<\/em><\/p>\n\n<p><em>All the information provided by respondents is declarative.<\/em><\/p>\n\n<h3 class=\"wp-block-heading\" id=\"h_2d470da45a\"><span class=\"ez-toc-section\" id=\"About_BotNation\"><\/span>About BotNation<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>Founded in 2017 by Emmanuel FRANCOISE, Botnation is a chatbot creation platform based on proprietary AI. <a href=\"https:\/\/botnation.ai\/en\/10-things-botnation\/\">Botnation<\/a> offers a freemium, ergonomic and \u201cnocode\u201d offering including free tutorials and templates. The platform simplifies chatbot creation for all websites, WordPress, Facebook Messenger, Instagram and Whatsapp. <\/p>\n\n<p>The platform can be used live by companies, agencies and even students wishing to discover the power of artificial intelligence developed by Botnation.<\/p>\n\n<p>The Botnation team consists of 10 people, divided between Paris and Rennes. The company already has several hundred customers, including major accounts such as Cdiscount, Enedis, Keolis, Soci\u00e9t\u00e9 G\u00e9n\u00e9rale and Facebook, as well as hundreds of SMEs. <\/p>\n\n<p>In just a few years, Botnation has generated tens of millions of conversations and billions of exchanged messages.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In this busy Christmas shopping season on the web, Botnation, the French platform for creating scalable chatbots, wanted to know on which types of e-commerce sites consumers most wanted or needed support via chatbots. A survey of 3,859 people reveals the importance of conversation for online shoppers, as well as where and when to start [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":257,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[362,371],"tags":[],"class_list":["post-26734","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chatbot-en","category-news"],"acf":[],"_links":{"self":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts\/26734","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/comments?post=26734"}],"version-history":[{"count":0,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts\/26734\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media\/257"}],"wp:attachment":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media?parent=26734"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/categories?post=26734"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/tags?post=26734"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}