COVID-19 Triggers Demand for Digital Service

COVID-19 has created a surge in demand for customer service. As phone wait times escalated, consumers have been flooding digital channels for service. Some industries were/are better prepared than others, reveals a groundbreaking consumer survey, conducted by Dimensional Research® on our behalf.
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The report includes

• Digital adoption and customer satisfaction across generational demographics—Gen Z, millennials, Gen X, and baby boomers
• Consistency of answers and service across touchpoints
• Performance of various industries in digital customer service
  • Banks and Credit Unions
  • Communications Service Providers
  • Government
  • Healthcare and Health Insurance
  • Insurance
  • Retail, including online retail

Customer satisfaction with digital touchpoints: Chatbots rank lowest

Consumers were asked, “How would you rate your satisfaction with customer service at the following touchpoints since the onset of COVID-19?” Consumers chose 1 for the best and 6 for the worst.

Chatbots aka virtual assistants rank at the bottom among digital service options, that included chatbots, messaging, chat, cobrowse, email, and social.

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