Business · Companies · 1 hr ago
Survey finds many European consumers struggle with automated customer support
A survey of 750 consumers in the UK, Ireland, France and Germany examined their experiences with customer support.
Only 6.6% said automated phone systems or chatbots resolve their issues, and 86.1% said they try to reach a person instead.
The survey also found that 90% believe customer experience affects how they view a company.
More than a third said they had switched brands after one poor experience.
Still, over 75% expect future AI systems to handle complex requests better than people, and 55.2% are already comfortable trying automation first.
Respondents said they want support that understands their problem, responds quickly and gives accurate answers.
When a case is passed to a person, 48% expect the system to carry over the details so they do not have to explain everything again.
A survey of 750 consumers in the UK, Ireland, France and Germany found that only 6.6% say an interactive voice response system or chatbot resolves their issues.
Some 86.1% of respondents try to skip automated support to speak with a human.
The survey found that 90% say customer experience influences how they perceive a company, and more than a third have switched brands after one poor experience.
More than 75% believe future AI systems will eventually handle complex requests better than humans.
Just over 92% said feeling understood shapes their satisfaction with automated support.
- Who
- Parloa surveyed 750 consumers in the UK, Ireland, France and Germany.
- What
- The survey examined consumers’ experiences and views of automated customer support.
- When
- The survey was conducted recently; the exact date is not stated.
- Where
- The UK, Ireland, France and Germany.
- Why
- The survey explored how consumers experience customer support and what they want from automated systems.
This story does not have two clearly opposing sides.
No direct quotes in the coverage so far.
This story does not have a timeline yet.
- Survey size
- 750 consumers
- Survey countries
- UK, Ireland, France and Germany
- IVR and chatbot issue resolution
- 6.6% say these systems resolve their issues
- Preference for a human
- 86.1% try to skip automation to speak with a person
- Feeling understood
- Just over 92% say it shapes satisfaction with automated support
Sources
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