In Italy, the attitude of consumers towards automated or human-based customer service changed by generational cohort. When shopping online, one in two consumers of Generation Z preferred self-service tools for simple issues, while only 44 percent of baby boomers had the same opinion. However, over half of surveyed consumers expected an immediate response from a human customer care agent when contacting a company online.
Share of customers preferring human connection vs. automation in customer service in Italy in 2023, by generation
Characteristic
I prefer an automated service for simple issues
I expect a human to immediately respond when I contact a company
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Salesforce Research. (September 22, 2023). Share of customers preferring human connection vs. automation in customer service in Italy in 2023, by generation [Graph]. In Statista. Retrieved November 10, 2024, from https://www-statista-com.ezproxy.canberra.edu.au/statistics/1424290/human-connection-vs-automation-in-customer-service-italy/
Salesforce Research. "Share of customers preferring human connection vs. automation in customer service in Italy in 2023, by generation." Chart. September 22, 2023. Statista. Accessed November 10, 2024. https://www-statista-com.ezproxy.canberra.edu.au/statistics/1424290/human-connection-vs-automation-in-customer-service-italy/
Salesforce Research. (2023). Share of customers preferring human connection vs. automation in customer service in Italy in 2023, by generation. Statista. Statista Inc.. Accessed: November 10, 2024. https://www-statista-com.ezproxy.canberra.edu.au/statistics/1424290/human-connection-vs-automation-in-customer-service-italy/
Salesforce Research. "Share of Customers Preferring Human Connection Vs. Automation in Customer Service in Italy in 2023, by Generation." Statista, Statista Inc., 22 Sep 2023, https://www-statista-com.ezproxy.canberra.edu.au/statistics/1424290/human-connection-vs-automation-in-customer-service-italy/
Salesforce Research, Share of customers preferring human connection vs. automation in customer service in Italy in 2023, by generation Statista, https://www-statista-com.ezproxy.canberra.edu.au/statistics/1424290/human-connection-vs-automation-in-customer-service-italy/ (last visited November 10, 2024)
Share of customers preferring human connection vs. automation in customer service in Italy in 2023, by generation [Graph], Salesforce Research, September 22, 2023. [Online]. Available: https://www-statista-com.ezproxy.canberra.edu.au/statistics/1424290/human-connection-vs-automation-in-customer-service-italy/
