The preference for automation in customer service or human connection varied throughout consumer age groups in Canada in 2023. Millennials not only prefer the automated service for simple issues more than other age groups, with over 70 percent share of respondents, but also expect human interaction when contacting a company, with more than 65 percent, more than other consumers.
Share of customers preferring human connection vs. automation in customer service in Canada 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 Canada in 2023, by generation [Graph]. In Statista. Retrieved December 23, 2024, from https://www.statista.com/statistics/1428261/human-connection-vs-automation-in-customer-service-canada/
Salesforce Research. "Share of customers preferring human connection vs. automation in customer service in Canada in 2023, by generation." Chart. September 22, 2023. Statista. Accessed December 23, 2024. https://www.statista.com/statistics/1428261/human-connection-vs-automation-in-customer-service-canada/
Salesforce Research. (2023). Share of customers preferring human connection vs. automation in customer service in Canada in 2023, by generation. Statista. Statista Inc.. Accessed: December 23, 2024. https://www.statista.com/statistics/1428261/human-connection-vs-automation-in-customer-service-canada/
Salesforce Research. "Share of Customers Preferring Human Connection Vs. Automation in Customer Service in Canada in 2023, by Generation." Statista, Statista Inc., 22 Sep 2023, https://www.statista.com/statistics/1428261/human-connection-vs-automation-in-customer-service-canada/
Salesforce Research, Share of customers preferring human connection vs. automation in customer service in Canada in 2023, by generation Statista, https://www.statista.com/statistics/1428261/human-connection-vs-automation-in-customer-service-canada/ (last visited December 23, 2024)
Share of customers preferring human connection vs. automation in customer service in Canada in 2023, by generation [Graph], Salesforce Research, September 22, 2023. [Online]. Available: https://www.statista.com/statistics/1428261/human-connection-vs-automation-in-customer-service-canada/
