Customers Prefer Human Interaction Channels

CustomersPreferHumanInteractionChannels Percentageofrespondentswhoprefertocomplete eachactivitythroughself-serviceorhuman-assistedchannels: 82% 63% 67% 72% 72% 57% 58% 61% 62% 37% 43% 42% 39% 38% 33% 28% 28% 18% Self-service*Human-assisted** Bookanairlineticket Getstatusonanorderyoumade Selectanewmobilephoneplan Scheduleamedical appointment Applyforanewbankaccount PurchaseanewTV Gettechnicalsupport Resolveanissuewithabill Receiveadvicefroma nurse/doctoraboutaminor *channelsincludeself-serviceonmobileandself-serviceonacomputer **channelsincludetalkingonthephone,meetinginperson,andchattingonacomputer Base:33,093consumersacross29countries Source:QualtricsXMInstituteQ32022GlobalConsumerTrendsStudy issue Copyright©2023Qualtrics®Allrightsreserved.www.xminstitute.com