67% of customers find navigating phone systems difficult

Statistic Info

Even though phone contact is the preferred means to solve resolutions, nearly 70% of customers say navigating phone systems is difficult. Additionally, they are frustrated if they cannot eventually reach a live person who can assist them. The trends have customers slowly leanign toward gital solutions and experiences, so their use is expected to increase while phone use slowly trends downward.

Author: Northridge Group

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