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Majority of people prefer live telephone conversations than automated customer service

While 54 percent prefer live telephone conversations, the research showed that 34 percent would change a brand if they were unable to talk to a real person.

IANS

updated:June 13, 2019, 5:08 PM IST

Majority of people prefer live telephone conversations than automated customer service
While 54 percent prefer live telephone conversations, the research showed that 34 percent would change a brand if they were unable to talk to a real person.

Despite the explosion of automated services, most people still prefer live telephone calls when it comes to customer service access, a new survey says.

While 54 percent prefer live telephone conversations, the survey showed that 34 percent would switch from a brand if they were unable to talk to a real person and 21 percent would do the same if they couldn't find a customer service phone number.

The survey was conducted by Longitude, a Financial Times company, on behalf of Verizon, the American telecom provider. The study included 6,000 consumers in 15 countries, including India.

"Technological innovation can help brands stand out, but basic customer service principles remain vital – the best relationships are based on mutual trust and simplicity," said Gordon Littley, Managing Director of Verizon & # 39; s Global CX Practice, in a statement.

The study found that 42 percent are open to companies that are finding new ways to communicate with them, such as through portable devices or personal assistants with voice activation.

Among 18-24 year-olds, 55 percent were attracted to companies that offer customer experience using the latest digital technologies, compared to 47 percent of the 25-65 year-olds surveyed.

Nearly 70 percent of respondents found that companies asked for data for the brand's own profit, rather than to improve the customer experience.

But the study also showed that many people are ready to share data in exchange for rewards, as 67% of respondents cited discounts and promotions as one of the top three reimbursements they would expect in return for their data, followed by 40 % log with one click and transaction tools, and 39 percent require more exclusive experiences.

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