Complainants prefer phone conversations for resolving issues

The survey was conducted by Longitude, a Financial Times company on behalf of US telecom carrier Verizon.

By Author  |  Published: 13th Jun 2019  6:10 pm
Complainants

Despite the explosion of automated services, most people still prefer live telephonic conversations when it comes to accessing customer service, says a new survey.While 54 percent prefer live telephonic conversation, the research showed that 34 per cent would switch brands, if they were unable to speak to a real person and 21 percent would do the same, if they could not locate a customer service telephone number.

The survey was conducted by Longitude, a Financial Times company on behalf of US telecom carrier Verizon. The study involved 6,000 consumers across 15 countries including India. While 42 per cent are open to new ways of communication such as wearable devices or voice-activated personal assistants, the study also showed that youngsters (18-24 year olds) were more attracted to companies that deliver using latest digital technologies.Nearly 70 per cent of the respondents felt that companies ask for data for the brand’s own gain, rather than to improve customer experience.