Survey Says That 54% Of Customers Want A Human Customer Support

Nowadays, it seems that tech enterprises are opting for automation. But in the customer service area, it seems like we would prefer to talk to another human. Maybe you want to scream at a poor employee rather than an emotionless machine when things are not right.

Anyway, numbers can't lie, and a new survey of Longitude conduct for Verizon confirms exactly this. The study has 6,000 clients from 15 countries, including India.

Consumers Still Want Real Human Customer Service

Younger Customers Also Want It

Even though millennials could be used to making purchases via apps and pay with their digital wallets, but when something goes wrong, they still want to talk directly to a person, as said by 46% of people with age from 25 to 34 years old, as well as 38% of people aged 18 to 24.

Millennials Also Want Digital Alternatives

That is despite the number of 55% of people aged from 18-24 are choosing companies with customer experiences in newer and more digital alternative forms, so too the 47% of people of age 25-65. So to get the younger crowd more attractive to their products, companies would offer the option of chatting with real customer support.

The Users Will Ditch You If You Ditch Them

Is there was not human customer support available on the phone, users are not afraid of going elsewhere that does. The report indicated if your human employee leaves the customers unattended, then 35% of people would switch to other brands. Moreover, if it is hard to find your service number, then 21% would switch right then.

Time Is Of The Essence

Customers are usually not very patient too. A survey of Talkdesk found out that most customers will be on hold for a customer service employee for an average of 90 seconds.

The Automated Menu Is A No Go

That also applies to the IVR menu system, the one that tells you to press a number to go somewhere. Too many choices or too vague instruction will annoy the customers.