Consumers are abandoning traditional customer service channels

Interactions with customer service via legacy channels like email and phone have fallen in the US by 7% in the last two years [Read More]

Summary… * Machine-Made


According to the report findings, consumers are abandoning traditional consumer communications channels for new ones that are more automated:Lack of effectiveness is the main source of consumers' frustration with traditional customer service.
And 59% of consumers would rather go through additional channels to contact customer service than have to use their voice to communicate.
And 59% of consumers would rather go through additional channels to contact customer service than have to use their voice to communicate.
At least 49% of all consumers contact customer service using automated channels, which include nonhuman interaction like chatbots and intelligent assistants, at least one a week.
Furthermore, 33% of all consumers and 52% of millennials would like to see all of their customer service needs serviced through automated channels.

Opinion… * Man-Made


Consumers prefer automated customer service via emerging channels (including text-based intelligent assistants, live chat, messaging apps, and smart speakers with voice assistants), over human assistance in traditional channels. #Chatbot #Trend

Source: Business Insider