We’ve all experienced the command prompt runaround when phoning any number of companies. We’re instructed to “please press x,” followed by ten minutes of automated directions. Realistically, people would much rather be directed to customer service, so why has it become a mission just to be re-routed for human interaction?
Statistics show that 90% of US consumers prefer to resolve their customer service issues using the telephone. 75% prefer the face-to-face method and online options take the backburner, as company website or email options account for 67% of consumers. Not far behind are the 47% who use online chat help, along with 22% turning to both text messaging and social media sites.