New Study Finds 93% of People Prefer Speaking with a Human Rather than a Chatbot

PagerDuty's 2023 Holiday Shopping Report reveals that online shopping levels are expected to remain steady compared to last year, with 45% of surveyed consumers planning to shop online as much as they did in 2022. The report, based on a survey of 3,000 consumers, underscores the critical importance of seamless digital experiences, as 70% of respondents have avoided purchases due to slow or malfunctioning websites. While 78% plan to conduct most of their holiday shopping online, frustrations with digital experiences could deter future purchases, with 41% contemplating not returning to a brand after a poor experience. The survey highlights that human interaction remains vital in customer service, as nearly half of the respondents prefer speaking with a representative over other methods when reporting issues. Retailers are encouraged to prioritize smooth online operations and maintain human-centered customer service to ensure customer satisfaction and achieve revenue goals.

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