Interactions Survey Reveals Consumer Sentiment Towards Customer Support
FRANKLIN, Mass., Oct. 20, 2023 (GLOBE NEWSWIRE) — In spring 2023, Interactions, a leader in conversational AI, debuted a nationwide survey gauging 1,000 consumers’ sentiment toward customer support.
In an increasingly digital world where customer experience is a key differentiator for businesses, Interactions sought to understand how consumers feel about the current state of customer support. The survey, titled the “Would You Rather” Index, took a creative approach by asking participants what activities they would prefer doing instead of engaging with customer service.
The results of the survey were eye-opening, revealing a deep dissatisfaction among consumers with the customer experience they receive. From waiting on hold for extended periods to dealing with automated phone systems, consumers expressed frustration with the traditional customer support process.
Consumer Preferences Highlighted in the Survey:
1. 67% of respondents would rather clean their entire house than wait on hold for customer service.
2. 54% would prefer to sit in traffic for an hour than navigate through an automated phone system.
3. 46% would choose to do their taxes by hand rather than interact with a customer service agent.
This humorous take on consumer sentiment shines a light on the need for businesses to rethink their customer support strategies. With the rise of conversational AI technologies, companies have the opportunity to provide more efficient and personalized customer experiences.
How This Survey Will Affect Me:
As a consumer, this survey highlights the importance of companies prioritizing customer experience. By leveraging AI-powered solutions, businesses can streamline their customer support processes and offer more satisfactory interactions.
How This Survey Will Affect the World:
On a larger scale, the findings of this survey emphasize the growing demand for innovative customer support solutions. As more businesses adopt conversational AI and other advanced technologies, the overall customer experience is expected to improve across industries.
Conclusion:
The Interactions survey offers valuable insights into consumer sentiment towards customer support and underscores the need for businesses to prioritize efficient and personalized interactions. By embracing AI-driven solutions, companies can enhance the overall customer experience and differentiate themselves in a competitive market.
