Even millennials still prefer phone for handling certain banking needs (a recent study from Humley found that 56% would rather communicate with a live person than a chatbot).. Overall, phone has proven to be invaluable during certain stages of the customer journey, like in the purchase phase of the buying cycle or when a problem occurs.
In healthcare, 94% of patients prefer to speak with a real person than a virtual agent.
There’s no denying the evolution of customer communications over the last 20 years.. But that doesn’t invalidate the telephone as a critical touchpoint Consider the financial services industry: 84% of customers say they still want the option of a live person for discussing their banking needs, and expect this need to stay the same five years from now.. Today, tens of millions of text messages, online messages and social posts are sent each minute for brand engagement.
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