Survey: Lots of consumers would rather clean toilets than deal with customer support

When it comes to calling a retailer's support or customer service number a good number of Americans (44 percent) would rather spend the time scrubbing out the toilet.

That's the findings of a survey from Helpshift on what consumers dislike the most about the support experience.

A full two-thirds (66 percent) said voice-based digital assistants are more unsettling than text-based ones, according to a press release. A good number, over 60 percent, of Americans do like home assistants such as Amazon's Alexa and Google Home, and digital phone helpers like Apple Siri and Android's Cortana and even email and messenger chatbots.

But Americans still view some other emerging technology such as human-like androids, a bit creepy.

While a majority, 57 percent, believe customer support in the U.S. has gotten better in the past few years, 74 percent still view contacting customer support as a frustrating experience.

"Americans want customer service that is fast, intuitive and convenient," Linda Crawford, CEO of Helpshift, stated in the release. "In order to deliver on those expectations at scale, brands need to achieve a fully conversational experience that relies on the right mix of platform capabilities like bots, threaded messaging with scrollable history, and AI-powered call center operations. It's about leveraging and prioritizing the technology available on the market today that creates the most efficient and personalized experience for the consumer."


Topics: Consumer Behavior, Customer Experience, Customer Service


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