Why Anxious Customers Prefer Human Customer Service

The attached article summarizes the results of an interesting study of how customers react to automated responses in two industries.
Their conclusion is that customers in the study reacted positively just by knowing they had the option to access a human. Quoting the article: “This implies that companies deploying self-service technologies for anxiety-provoking tasks might be able to put their customers at ease, and enhance their trust in the firm, with a relatively low-cost change in design. Just knowing that we can chat with another person – even if we don’t choose to do so – seems to make a big difference.”

https://hbr.org/2019/04/why-anxious-customers-prefer-human-customer-service

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