Hold the Phone: Calls still critical to customer service – Which-50 (blog)

Convenient digitized customer service options may be on the rise, but customers still want to speak to a live agent. A poll, pulling data from 1000 Australians and New Zealanders, recently reached that conclusion. Extra digging showed that customers were not unwilling to try new modes of communication. However, when digitized self-service modes fell short of customers needs, more than fifty percent of customers chose to seek out a live person to engage with. Polling also showed customers had an overall preference for dealing with live individuals over robots, a fact that businesses should certainly keep in mind, as statistics show that customers will walk away from an organization they feel does not deliver good customer service. Moreover, it would seem that good service is still personal service.

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