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.