Consumers in the United States gave insight into preferences and expectations they have when it comes to online customer service in 2023. In general, more than 60 percent of American consumers preferred an automated service for solving simple issues, while almost 60 percent of consumers expected a human to respond when directly contacting a company. Millennials were the generation which where most likely to prefer the automated service, as well as expecting the human interaction when contacting a company.
Share of customers preferring human connection vs. automation in customer service in the United States 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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Share of customers preferring human connection vs. automation in customer service in the United States in 2023, by generation
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Salesforce Research. (September 22, 2023). Share of customers preferring human connection vs. automation in customer service in the United States in 2023, by generation [Graph]. In Statista. Retrieved April 07, 2025, from https://www.statista.com/statistics/1428526/human-connection-vs-automation-in-customer-service-us/
Salesforce Research. "Share of customers preferring human connection vs. automation in customer service in the United States in 2023, by generation." Chart. September 22, 2023. Statista. Accessed April 07, 2025. https://www.statista.com/statistics/1428526/human-connection-vs-automation-in-customer-service-us/
Salesforce Research. (2023). Share of customers preferring human connection vs. automation in customer service in the United States in 2023, by generation. Statista. Statista Inc.. Accessed: April 07, 2025. https://www.statista.com/statistics/1428526/human-connection-vs-automation-in-customer-service-us/
Salesforce Research. "Share of Customers Preferring Human Connection Vs. Automation in Customer Service in The United States in 2023, by Generation." Statista, Statista Inc., 22 Sep 2023, https://www.statista.com/statistics/1428526/human-connection-vs-automation-in-customer-service-us/
Salesforce Research, Share of customers preferring human connection vs. automation in customer service in the United States in 2023, by generation Statista, https://www.statista.com/statistics/1428526/human-connection-vs-automation-in-customer-service-us/ (last visited April 07, 2025)
Share of customers preferring human connection vs. automation in customer service in the United States in 2023, by generation [Graph], Salesforce Research, September 22, 2023. [Online]. Available: https://www.statista.com/statistics/1428526/human-connection-vs-automation-in-customer-service-us/
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