McKinsey’ State of Customer Care Survey found that businesses are juggling multiple priorities - striving to improve customer support while streamlining operations in line with new technology such as AI. While the ‘baby boomer’ generation prefers calling, Gen Z and millennials are more likely to favor text and social messaging.
The key to delivering support that will exceed customer expectations is choice: self-service options via interactive voice response (IVR) for those who wish to take matters into their own hands, and quick, seamless, professional live interaction for complex issue resolution that requires direct human interaction.
