#Japan #Tokyo #Customer Experience #Altius Link #Chat Support

Altius Link's Chat Support Utilization Report

On February 12, 2026, Altius Link Inc., a Tokyo-based company, released a study aimed at understanding changes in consumer behavior related to customer support via chat services. The report focuses on both chatbots and human chat services, providing insights into usage patterns, preferences across different age demographics, and the most effective locations for implementing chat support.

Key Findings from the Report

• - Chat supports a significant channel for customer interaction with over 70% having some experience using it.
• - Interest in human chat solutions is particularly high among older demographics.
• - Preferred sites for support include official websites and FAQs, with younger users also favoring chat services on platforms like LINE and apps.

Establishing Chat Support as a Common Tool

The findings indicate that chat support, whether through automated chatbots or human operators, is becoming a standard method for consumers. Over 70% of respondents reported having used chat support at least once, showcasing its growing prevalence in addressing customer inquiries. More than 60% indicated they use chat support frequently or occasionally, highlighting its role in routine customer service interactions.

This transition underscores the importance for businesses to enhance and formalize their chat support capabilities. As customer preferences shift towards instant digital communication, integrating effective chat support mechanisms becomes an increasingly crucial strategy for maintaining customer satisfaction.

Preference for Human Chat Among Older Consumers

While chatbots offer quick responses, human chat support maintains a higher appeal, especially among older adults. More than 40% expressed a desire to utilize human chat, with this preference notably increasing among the 70+ age group, where about 30% showed interest. This data demonstrates that different age groups prioritize varying aspects of support: younger individuals favor the ease of use, while older customers emphasize speedy problem resolution.

Given the high interest in human chat services, businesses might want to reconsider their model of directing inquiries through chatbots initially before escalating to human representatives. As this preference signals critical insights into user behavior, firms should develop more accessible chat platforms tailored to accommodate all age demographics.

Preferred Locations for Chat Support

More than 50% of respondents across all age groups favored placing chat support options on official websites and FAQs. This trend indicates a desire for accessible self-support tools that can immediately connect users to chat services, minimizing their perceived barriers to entering chat dialogues. For younger audiences, implementing chat support through platforms like LINE or dedicated applications can significantly enhance usage rates.

Nevertheless, the investigation also uncovered that some individuals hesitate to use human chat services due to the complexity of text communication. Therefore, it is paramount for businesses to maintain traditional telephone options while refining chat dialogues. Encouraging structured conversations in the chat environment could foster broader usage, appealing to diverse customer bases.

Conclusion

The report outlines additional findings, including age-based preferences for chat support and reasons for hesitation in using human chat services. Altius Link's commitment to understanding customer preferences is clear, offering actionable insights that can enhance customer experience (CX) and drive customer success.

About Altius Link

Altius Link Inc. thrives on creating value through the fusion of human insight and digital technology. The company provides comprehensive Business Process Outsourcing (BPO) services, encompassing everything from customer support to back-office solutions across seven countries, primarily in Asia and North America. With a mission to refine customer connections and support sustainable societal development, Altius seeks to elevate both customer experience and corporate transformation for long-term business growth.

For more information about Altius Link Inc. and their offerings, please visit their official website.