{"id":31045,"date":"2016-12-12T09:00:18","date_gmt":"2016-12-12T08:00:18","guid":{"rendered":"https:\/\/enreach.es\/blog\/blog86-of-consumers-prefer-to-deal-with-people-in-customer-service\/"},"modified":"2023-12-20T16:39:33","modified_gmt":"2023-12-20T15:39:33","slug":"blog86-of-consumers-prefer-to-deal-with-people-in-customer-service","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/blog86-of-consumers-prefer-to-deal-with-people-in-customer-service\/","title":{"rendered":"86% of consumers prefer to deal with people in customer service"},"content":{"rendered":"

In the digital age, the human component remains as an essential element in customer satisfaction<\/strong>. If we add to this that the optimal customer service<\/strong> is a crucial factor to boost growth<\/strong>, the conclusion is clear: companies must rebalance its traditional and digital investments in order to provide the best customer experience, and promote growth of businesses.<\/p>\n

The latest annual study by Accenture Strategy among 24,489 customers from 33 countries and 11 different industries reveals consumer attitudes towards marketing, sales and customer service practices<\/strong>, while highlighting the need for restructuring analog and digital investments directed towards achieving a balance between both of them.<\/p>\n

In this sense, although 83% of American consumers (and 86% of Spanish consumers) prefer to deal with people when they interact with brands or companies, it is also true that they prefer to do it through digital channels<\/strong>.<\/p>\n

Moreover, it is shown the importance of customer service in the optimal business operation by observing that 52% of consumers have changed suppliers in recent years due to poor customer service<\/strong>, which it has been assumed, in the United States, an extra cost for businesses of 1.600 million. In Spain, this percentage rises to 69%. As for human interaction<\/strong> as an essential element to customer satisfaction:<\/p>\n