Nearly nine-in-10 (88%) of consumers prefer speaking to a live agent rather than using a phone menu, according to phone menu research released today by Clutch. Continue reading
Tag Archives: customer service
Digital-First Customer Survey Finds Customer Service Automation May Impact Churn
Day-to-day business-customer interactions for most “basic” services –Internet, cable and banking, etc. – have been automated and are now conducted via telecom-computing networks. Yet customers who interact with service providers via digital channels are more likely to switch service providers than those who engage with companies via a human touch, according to a digital-first customer survey conducted by Verint Systems and Optimum Research Continue reading