Customer Service
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April 21, 2025
When it comes to interacting with a contact support center consumers still want real human support and they want it fast, accurate and on their terms.
That’s a prime finding of a InMoment study that revealed 81% of customers still rely on direct interaction with human for fixing issues.
The global consumer study shows a widening disconnect between what customer expect and what brands and retailers are delivering, according to a press release on the findings.
The news comes at a time when AI and automation are taking deep root in customer support and service strategies.
More than half, 61%, of customers expect to have an issue resolved the first time. If not they will consider competitors when making the next purchase.
“Contact center leaders are under pressure to do more with less, but customers aren’t lowering their expectations,” Jeff Catlin, EVP of AI products at InMoment, said in the release. “Customers want to be understood, responded to quickly, and treated like people—not tickets. If brands can’t deliver that, AI won’t save them.”
Other findings include:
41% of consumers expect to be contacted within 5 minutes after reporting an issue.38% are uncomfortable using AI-powered support like chatbots, with many saying they feel pushed into tools that don’t actually resolve their problems.9% say their issue never got resolved at all, a trust-breaker that leads directly to churn.