Customer Service in the UK: Consumers Seek Direct Lines Over Chatbots

Survey Reveals Frustration with Automated Systems

A recent study by ServiceNow has revealed that a significant number of UK consumers are actively seeking ways to avoid automated customer service conversations and connect with human agents directly. The survey, which polled 2,000 UK adults, found that 77% of respondents were looking for tips and hacks to bypass automated chatbots and speak to a live person.

Key Findings

• 77% of UK consumers are seeking ways to avoid automated customer service conversations.
• 51% of consumers prefer to have their questions answered by chatbots with AI while shopping online or using an app.
• 43% of consumers cite long wait times as a major source of dissatisfaction with automated systems.
• 37% of consumers express frustration with the inability to speak directly to a human agent.

These findings highlight the growing dissatisfaction among UK consumers with the quality of customer service provided by automated systems. Consumers are increasingly frustrated with long wait times and the lack of direct access to human agents, leading them to seek alternative ways to resolve their issues.

Implications for Businesses

The survey findings have important implications for businesses that rely on automated customer service systems. Companies need to recognize the growing demand for human interaction and take steps to improve the quality of their automated systems. This may include reducing wait times, providing more personalized responses, and offering multiple channels of communication, including live chat, phone, and email.

Businesses that fail to address consumer dissatisfaction with automated customer service risk losing customers to competitors who offer a more personalized and efficient experience.