Chris Connolly of Genesys: 75% of consumers say humans still provide most effective customer service
Genesys, a leader in omnichannel customer experience and contact center solutions, recently published their Consumer Insights Survey including responses from one thousand US adults. There are a bunch of interesting numbers coming out of the survey, including:\n\n\u2022\t41% of respondents willing to pay up to 10% more for a better customer experience\n\u2022\t94% of consumers viewed their last customer experience as positive\n\u2022\t75% of consumers say humans provide the most effective customer service, but 76% still want the option to interact with companies via digital channels (webchat, social media, etc.)\n\u2022\tOnly 12.5% of respondents hate interacting with bots\n\nChris Connolly, VP of Product Marketing for Genesys, joins me to share some additional insights from the survey.