AI-powered chatbots may be the latest shiny object in customer service, but nearly four out of five consumers still want the option of speaking to an actual human being, according to a survey of 24,000 consumers in 12 countries, including the U.S. and UK.
The human element also offers a number of benefits to brands. Customers that have a positive in-person or phone interaction are:
- 27% more likely to sign up to an organization's loyalty program;
- 38% more likely to renew their product or service, even if it isn't the cheapest option; and
- 19% more likely to leave a positive review.
Digital interactions, even good ones, simply don't have the same impact: consumers are 57% more likely to do nothing following a positive customer experience on digital channels compared to in person.
Discover more about the right proportion of digital tools for customer service in this infographic from Verint.