Conduent Data Analysis Shows Consumers Prefer Chat

Technology-led business process solutions company Conduent has conducted a data analysis of four of its biggest technology customer experience management clients. The analysis showed that customer service over chat went from 14% of all interactions in January 2020 to 30% in January 2022, remaining at that level through October 2022.

“Since Covid, companies have become nimbler in navigating business disruptions. Through advanced technology, they can now harness key learnings that elevate the customer experience. Increasingly, we are seeing analytics from a chat customer service channel help brands build relationships, create a connection, and ultimately drive business outcomes,” said Jeff Weiner, Vice President, General Manager for Customer Experience Management at Conduent.

How increased chat usage influences the customer experience

Leveraging different technological capabilities, such as cloud-based Contact Center as a Service (CCaaS) or AI-based chat analytics and machine learning, enables businesses to identify issues and emerging trends, spot process improvements, and use automation to boost productivity.

As consumers are becoming more concise and formal when revealing their issues, the content is seamlessly converted into data and can be analyzed to understand the source of those issues in customer service interactions. For instance, when there is a change of packaging and products are arriving broken, customer experience analytics quickly identifies the issues.

Further benefits of customer service through the chat include:

  • Time-efficiency for consumers as they spend less time waiting for help.

  • Consumers can seamlessly move from chatbot assistance to agent chat for more complex issues.

  • Communication errors by consumers and agents are reduced.

“Customers increasingly opt to communicate with their brands over chat in all its forms, including web, mobile, and in-app, to benefit from its convenience and flexibility. For companies, chat support offers increased efficiency through concurrent sessions for the agents and the ability to enhance the customer experience by applying conversational AI with chatbots,” said Ivan Kotzev, Lead CX analyst NelsonHall.

Conduent delivers omnichannel services and solutions, both human and digital, through over 37,000 customer experience associates. The company aims to enhance customer experience, increase efficiencies, reduce costs, and improve performance for most Fortune 100 companies and more than 500 government entities.