Consumers in Belgium gave insight into whether they prefer human connection or an automated customer service in 2023. The preferences varied depending on the respondents age group, with Generation Z preferring human interaction when contacting a company, and Baby boomers expecting that the least. Millennials, more than 60 percent, preferred the automated system for solving simpler issues.
Share of customers preferring human connection vs. automation in customer service in Belgium in 2023, by generation
Characteristic
I prefer an automated service for simple issues
I expect a human to immediately respond when I contact a company
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Salesforce Research. (September 22, 2023). Share of customers preferring human connection vs. automation in customer service in Belgium in 2023, by generation [Graph]. In Statista. Retrieved December 23, 2024, from https://www.statista.com/statistics/1428036/human-connection-vs-automation-in-customer-service-belgium/
Salesforce Research. "Share of customers preferring human connection vs. automation in customer service in Belgium in 2023, by generation." Chart. September 22, 2023. Statista. Accessed December 23, 2024. https://www.statista.com/statistics/1428036/human-connection-vs-automation-in-customer-service-belgium/
Salesforce Research. (2023). Share of customers preferring human connection vs. automation in customer service in Belgium in 2023, by generation. Statista. Statista Inc.. Accessed: December 23, 2024. https://www.statista.com/statistics/1428036/human-connection-vs-automation-in-customer-service-belgium/
Salesforce Research. "Share of Customers Preferring Human Connection Vs. Automation in Customer Service in Belgium in 2023, by Generation." Statista, Statista Inc., 22 Sep 2023, https://www.statista.com/statistics/1428036/human-connection-vs-automation-in-customer-service-belgium/
Salesforce Research, Share of customers preferring human connection vs. automation in customer service in Belgium in 2023, by generation Statista, https://www.statista.com/statistics/1428036/human-connection-vs-automation-in-customer-service-belgium/ (last visited December 23, 2024)
Share of customers preferring human connection vs. automation in customer service in Belgium in 2023, by generation [Graph], Salesforce Research, September 22, 2023. [Online]. Available: https://www.statista.com/statistics/1428036/human-connection-vs-automation-in-customer-service-belgium/
