TREND 2
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
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?
Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
