Irish consumers gave insight into what they prefer and expect from customer service when contacting a company in 2023. By generation, these preferences vary, with Generation Z preferring the automated service for solving simple issues more than the other generations, almost 60 percent respondent share. The generation that expected to have human interaction when directly contacting a company the most was Generation X, with almost 60 percent of respondents.
Share of customers preferring human connection vs. automation in customer service in Ireland 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 Ireland in 2023, by generation [Graph]. In Statista. Retrieved December 23, 2024, from https://www.statista.com/statistics/1428496/human-connection-vs-automation-in-customer-service-ireland/
Salesforce Research. "Share of customers preferring human connection vs. automation in customer service in Ireland in 2023, by generation." Chart. September 22, 2023. Statista. Accessed December 23, 2024. https://www.statista.com/statistics/1428496/human-connection-vs-automation-in-customer-service-ireland/
Salesforce Research. (2023). Share of customers preferring human connection vs. automation in customer service in Ireland in 2023, by generation. Statista. Statista Inc.. Accessed: December 23, 2024. https://www.statista.com/statistics/1428496/human-connection-vs-automation-in-customer-service-ireland/
Salesforce Research. "Share of Customers Preferring Human Connection Vs. Automation in Customer Service in Ireland in 2023, by Generation." Statista, Statista Inc., 22 Sep 2023, https://www.statista.com/statistics/1428496/human-connection-vs-automation-in-customer-service-ireland/
Salesforce Research, Share of customers preferring human connection vs. automation in customer service in Ireland in 2023, by generation Statista, https://www.statista.com/statistics/1428496/human-connection-vs-automation-in-customer-service-ireland/ (last visited December 23, 2024)
Share of customers preferring human connection vs. automation in customer service in Ireland in 2023, by generation [Graph], Salesforce Research, September 22, 2023. [Online]. Available: https://www.statista.com/statistics/1428496/human-connection-vs-automation-in-customer-service-ireland/
