News

Most shoppers want live phone-based customer service, reveals study

April 15, 2019

Nearly 90% of consumers like interacting with a live customer agent on a phone when it comes to dealing with an issue and 72% of those who opt for automated phone help end up with a live agent, according to a Clutch survey.

Consumers that opt to use an automated phone help approach find listening to irrelevant options the most frustrating aspect. The findings, according to a press release, confirm the importance of a human touch in customer service interactions. Clutch is a research, rating and review firm.

The survey polled 501 consumers who had called a business operation at least three times in the past six months to determine the best approach in setting up customer service phone menu and options.