Electronic self-service may be the wave of the future for many organizations, but lots of consumers are bucking the trend.

The CRM Buyer website reports that researchers surveyed more than 24,000 consumers in 12 countries about customer interactions, and here’s what they found:


  • Eighty percent prefer customer service from a human instead of an automated system.
  • Eighty-three percent say that interacting with a customer service rep is important on the phone or in a store.
  • Sixty-eight percent believe they’re more likely to get a better deal when negotiating in person instead of online.
  • Eighteen percent said they would renew products or services because of good personal customer service, even if they were more expensive.

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