Source: Genesys Cloud CX platform data, May-July 2020 vs. May-July 2021
And the proportion of consumers using digital channels has also grown exponentially. The number of consumers using messaging apps, mobile apps, chatbots and video calling at least doubled between 2017 and 2021. But satisfaction with these digital channels hasn’t grown at the same pace. The channels with the highest consumer satisfaction rates are virtual home assistants, video calling, mobile apps and voice. Satisfaction with chatbots has declined. In 2017, 35% of consumers said they were highly satisfied with chatbots; in 2021, just 25% said the same.
Consumers: Which of the following have you used in the past 12 months for a customer service/support interaction?