Customers want more real-time support options
In a report from Marketing Land, 72% of consumers aged 18 to 64 said that they prefer texting with a live agent in real-time to improve the overall customer service experience. This, after a 500-respondent poll on US consumers, also revealed that people want text-based customer service channels over technology-enabled channels.
SMS, email, in-app messaging, and live chat all outranked live video support. In particular, 70% of respondents think email and in-app messaging would improve customer support.
And still, human touch outweighs technology. Despite advances in automation technology, and the possible threat of machines eventually replacing human labour, nothing replaces authentic human interaction. Programmers will never be able to simulate human emotions in a chatbot, as the latter would still sound too programmed and too scripted.
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SMS, email, in-app messaging, and live chat all outranked live video support. In particular, 70% of respondents think email and in-app messaging would improve customer support.
And still, human touch outweighs technology. Despite advances in automation technology, and the possible threat of machines eventually replacing human labour, nothing replaces authentic human interaction. Programmers will never be able to simulate human emotions in a chatbot, as the latter would still sound too programmed and too scripted.
Chime in.
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James London -
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jtxmisc -
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