Description
More than 15,000 adult respondents from the UK, Ireland, France, Spain, Germany, Italy, UAE, Sweden, Switzerland, and the Netherlands participated in the survey. The survey was conducted from January 3 to January 11, 2024.
Interesting findings:
- The top three service aspects that customers want organizations to prioritize:
- 44% – price reduction
- 35% – improved after-sales service
- 30% – greater focus on personal relationships with customers
- 21% of respondents prefer chatbots for obtaining basic information and agree that chatbots are more effective than humans in this regard.
- When dealing with complex issues:
- 39% of respondents would prefer to call a support agent
- 38% would prefer to chat with a support representative online
- 18% would turn to a chatbot
- 85% of respondents noted that allowing customers to choose how they interact with support is an important element of quality service.
- Among respondents who said they would not use a generative AI chatbot, the most common reasons were:
- A desire for a sincere response or apology instead of a template reply (46%)
- Reluctance to see AI replace human jobs (40%)
- Uncertainty about the accuracy of the response (36%)
- By 2030, customers expect companies to widely adopt:
- Full 24/7 customer service (63%)
- “Smart” products that are instantly and autonomously replaced if damaged (48%)
- Use of VR technology for “try-before-you-buy” experiences (44%)
- Personalized AI product recommendations (34%)
