Consumers want to speak to advisors, not a robot

Even as the digital age continues to disrupt service industries, it seems that consumers remain convinced that human interaction will always be important.

In fact, 83 per cent told an international survey by analysts at Verint that speaking with a person will always be an important part of the customer service equation.

"As consumers become more digitally savvy, organizations are considering and even implementing more cost-effective digital channels as part of their evolving customer engagement strategies,” explains Dave Capuano, global vice president, integrated marketing, Verint. However, the message from consumers is clear. They still want human touch as an option in many customer service scenarios,"

Almost a quarter of respondents said the phone is their preferred channel for interaction while a similar percentage prefer a face-to-face chat.

Most (67 per cent) say that online and mobile interaction needs to be faster and more intuitive.
 

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