A majority (54%) of UK shoppers don’t care whether customer service is provided by a bot or a human, as long as their issue is resolved fast, a new study.
The research by Genesys, a global leader in omnichannel customer experience and contact centre solutions, found that only 28% of respondents say that they would never deal with a bot, while 48% say that they use bots for solving simple and transactional queries, such as checking a bank account balance.
However, 57% said that they would wait for 10 minutes to get help from a human customer service agent rather than spend five minutes solving their issue with assistance from voice or chat bot. UK consumers (51%) also say that contacting customer services by phone still gets the best outcome.
“While consumers are becoming more confident with interacting with bots, the human touch in customer service is still critical,” explains Brendan Dykes, senior director solution and product marketing, Genesys. “Businesses need to provide a blended approach to service, where bots and human employees work together seamlessly to benefit the overall experience for consumers.”
Whether businesses interact with customers via bots or by phone, they need to ensure that they provide the best possible experience to protect their reputations. As consumers expect more personalised services today, it is critical that employees and bots provide accurate information to queries in a timely manner, without asking the customer to repeat information.
Companies of all sizes should take note that poor customer service has serious consequences. UK consumers are most likely to stop doing business with a company that they’ve had a bad experience with (46%) and are likely to share the negative details with family and friends (45%). Additionally, shoppers in the UK will register a complaint directly with the company using traditional methods such as fixed-line phone or postal service (42%).