Amid COVID-19 and Social Distancing, Consumers Prefer Calling Customer Service

Guest post from Uniphore

There is a major shift in customer sentiment since COVID-19: they want more human interaction and are more likely to leave brands based on a bad experience.

Full results are chatbots, but among the highlights:

People still hate calling helplines:

  • Nearly
    one third of callers (28%) are left on hold for long wait times (sometimes
    over 2 hours!)
  • 72%
    said they have hung up on a call when waiting to speak with a live person
  • One
    third of respondents would prefer to deep clean the bathroom than be put
    on hold

The issue is that they’re more important now than ever. 

  • More
    than 60% said they were given different or conflicting information from
    the news, leaving more questions than answers
  • Only
    5% of respondents tried to reach out to a company via chatbot, and 9% have
    written an email, reinforcing the notion that in these trying times,
    humans still want to connect with humans via voice technology

Contact center employees are among the essential frontline workers, providing necessary information to all. But they’re clearly overwhelmed, proving that voice AI software is more essential now than ever before. 

  • Of
    those who were put on hold with a company after calling about coronavirus,
    almost 40% said they were annoyed or frustrated.
  • More
    than 43% of respondents were not able to speak with a healthcare
    representative after calling a helpline
  • 40%
    of respondents noted they did not even receive helpful healthcare
    information when finally able to contact a healthcare call center

For all brands – whether you’re a healthcare provider, insurance company, retailer, or hospitality company –  excellent customer service is still vital to a brand’s identity.

  • 68%
    said they would stop patronizing companies they had a bad customer
    experience with

Click on the link below for an infographic of global survey  results on this topic and how this shift is impacting industries like healthcare, financial services, travel and retail:


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