In Switzerland consumers gave insight into their preferences and expectations when it comes to customer service online in 2023. 65 percent of Swiss consumers preferred an automated service for simple issues, while 62 percent expected to have human interaction when contacting a company directly. When looking at how generations play a role, Millennials where not only most likely to prefer the automated system, but also most likely to expect a person to respond to them when contacting a company online.
Share of customers preferring human connection vs. automation in customer service in Switzerland 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 Switzerland in 2023, by generation [Graph]. In Statista. Retrieved December 23, 2024, from https://www.statista.com/statistics/1428514/human-connection-vs-automation-in-customer-service-switzerland/
Salesforce Research. "Share of customers preferring human connection vs. automation in customer service in Switzerland in 2023, by generation." Chart. September 22, 2023. Statista. Accessed December 23, 2024. https://www.statista.com/statistics/1428514/human-connection-vs-automation-in-customer-service-switzerland/
Salesforce Research. (2023). Share of customers preferring human connection vs. automation in customer service in Switzerland in 2023, by generation. Statista. Statista Inc.. Accessed: December 23, 2024. https://www.statista.com/statistics/1428514/human-connection-vs-automation-in-customer-service-switzerland/
Salesforce Research. "Share of Customers Preferring Human Connection Vs. Automation in Customer Service in Switzerland in 2023, by Generation." Statista, Statista Inc., 22 Sep 2023, https://www.statista.com/statistics/1428514/human-connection-vs-automation-in-customer-service-switzerland/
Salesforce Research, Share of customers preferring human connection vs. automation in customer service in Switzerland in 2023, by generation Statista, https://www.statista.com/statistics/1428514/human-connection-vs-automation-in-customer-service-switzerland/ (last visited December 23, 2024)
Share of customers preferring human connection vs. automation in customer service in Switzerland in 2023, by generation [Graph], Salesforce Research, September 22, 2023. [Online]. Available: https://www.statista.com/statistics/1428514/human-connection-vs-automation-in-customer-service-switzerland/
