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Don’t Lose the Human Touch: 69% of Shoppers Prefer Speaking With Live Agents

Retailers have a variety of high-tech customer service options at their fingertips, but the majority of shoppers simply want to speak to other people: 69% prefer talking to a live agent by phone when getting in touch with a retailer. Another 54% prefer email, while 46% like live chat.

However, retailers can’t afford to leave customers on hold. Americans are willing to wait an average of six minutes at maximum when they contact customer service, but the average wait time is 17 minutes. This can be particularly dangerous when dealing with Gen Z: 65% of this cohort is likely to leave a negative review online and abandon the brand after a poor customer service experience.

Learn more about what shoppers expect from customer service in this infographic from TCN.

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