TREND 2

Digital interactions have soared

Businesses are managing higher transaction volumes across voice and digital channels. Genesys Cloud CX™ platform data shows email and voice interaction volumes doubled from 2020 to 2021. Volumes in live web chat and SMS/MMS grew faster still.

2X

growth in voice and email volume

2.2X

 growth in live web chat volume

3.8X

growth in SMS/MMS volume

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?

0% 1O% 20% 10% 30% 40% 50% 60% 70% 80% 90% 100% 14% 17% 12% 15% 13% 7% 24% 26% 22% 30% 34% 32% Chatbot Socialmedia Text/SMS Self-service Video Voicebot Virtual homeassistant 68% 54% 55% 48% 14% 16% 37% 36% 63% 86% Voice Email Live webchat Messagingapp Mobileapp 18% 2017 2021

Consumers: Which of the following have you used in the past 12 months for a customer service/support interaction?

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