Utility use of live chat, chatbots and virtual assistants is projected to grow

By Rebecca Harris, Data Analyst

Chartwell’s 2020 Digital Experience Benchmark Report is available on the Insight Center. The report includes results from the Digital Experience Industry Benchmark Survey about a variety of digital customer service and customer experience topics.

The major finding from the survey is that live chat, chatbots and virtual assistants are the fastest-growing channels. For example, in 2018, 2% of utilities included virtual assistants in their self-service offerings. In 2020, that grew to 27% of respondents. Another 32% of respondents plan to offer virtual assistants.

This year, the Digital Experience Benchmark Report is divided into two parts. Part one contains an overview of survey responses to questions on digital channel adoption, omnichannel, employees dedicated to each digital channel, how utilities calculate first contact resolution on digital channels, how utilities update customer contact information, website self-service, mobile apps and social customer care.

Part two includes a deep dive into nine digital customer service channels. It includes the services utilities offer on each channel, resources devoted to each channel, and how customers use each channel.

Chartwell Insight Center members also have access to the datasheet of results from the 2020 Digital Experience Industry Benchmark Survey.