Phone Support Still Preferred Among Consumers, Study Reveals Surprising Trends

Phone Support Preference Among Consumers: A Surprising Insight

In a recent study conducted by PolyAI, a frontrunner in voice AI solutions, it has been revealed that a significant number of consumers still favor traditional phone calls when it comes to customer service. The data indicates that 65% of Americans prefer contacting customer service via phone, a trend that goes against the widely held belief that digital channels have taken over customer interactions. Interestingly, the preference for phone communication is particularly strong among younger consumers, with 86% of Gen Z and younger Millennials indicating that they prefer to speak directly on the phone rather than relying solely on digital communication channels.

This study was based on a survey of 1,000 consumers in the United States, commissioned by PolyAI and conducted by Dynata. The survey highlights a considerable willingness among respondents to engage with conversational AI, provided it can deliver precise and effective support, especially during peak demand times. Notably, while 55% of participants expressed a desire to be connected immediately to a human representative upon encountering robotic IVR systems, 71% indicated that they would welcome interactions with an intelligent voice assistant if it could meet their customer service needs effectively, such as processing returns or answering specific inquiries.

Nikola Mrkšić, co-founder and CEO of PolyAI, stated, "The findings from this survey align with what we hear from brands; customers are frustrated with being placed on hold and have developed a distrust towards traditional IVRs that struggle to address their concerns. The industry has long focused on operational efficiency at the cost of customer experience, leading to the current dissatisfaction. Today, consumers are not only receptive to advanced AI solutions but also expect them to be available across all channels of communication. Our survey reveals two crucial takeaways: customers of all age groups prefer phone support, and they value accuracy, speed, and convenience – the key factors in fostering customer loyalty."

The survey corroborates Mrkšić's observations, with 52% of respondents stating they felt either "very comfortable" or "somewhat comfortable" utilizing voice assistants for customer service, particularly in retail and travel sectors. This is a noteworthy shift, especially considering the stereotype that the younger generation avoids phone calls.

The timing of this study is particularly relevant as it comes on the heels of the 2024 holiday season, which saw a 9% increase in U.S. online spending. The study suggests that the growth in smartphone usage has simplified the shopping experience, allowing consumers to make purchases effortlessly. However, when customers need assistance, they expect prompt responses. According to the survey, 58% of participants aspired for faster response times from customer service representatives during high-volume shopping periods. Retailers leveraging voice AI solutions are poised to outperform competitors that do not utilize such technology.

Voice AI has the potential to manage spikes in inquiry volumes effectively, reducing hold times and surpassing customer expectations even during peak shopping seasons.

To learn more about PolyAI and their revolutionary approach to customer service through voice AI, visit their website at www.poly.ai.

About PolyAI

PolyAI specializes in developing lifelike conversational AI voice assistants aimed at enhancing customer service experiences. They cater to a variety of high-call volume industries with the goal of transforming how customers engage with brands through state-of-the-art voice AI solutions. PolyAI has received recognition, including spots in Forbes AI 50 and Gartner's Cool Vendors and Market Guide for Conversational AI Solutions, highlighting their commitment to excellence. To discover more about their innovative offerings, navigate to www.poly.ai.