According to an evaluation, the 50 online shops in Germany with the highest turnover primarily rely on social media platforms such as Instagram, Facebook or Twitter and on the telephone when contacting customers. According to an analysis by the Gisma University of Applied Sciences, only nine shops are currently using chatbots. In recent months, chatbots like ChatGPT have created a new hype about applications based on artificial intelligence.
According to the evaluation, all shops are represented on social media without exception, even if sometimes on different platforms. This is followed by the telephone service, which is offered by 47 of the 50 companies to answer questions. E-mail is in third place as a contact option for 40 companies that can be reached in this way. There are customer or live chats with service employees at 15 percent of the companies surveyed. The fax is an option for 25 companies. On average, the online shops offer five different contact options. Official company websites and social media channels were evaluated. (dpa)