Reasons why users in the UK move from web self-service to live telephony 2017

This statistics displays the reasons why customers in the United Kingdom (UK) contacted live agents in call centers, rather than continuing to try to solve an issue online. Desire for the reassurance of another human played a significant role in people switching from searching online to calling a live agent, with none of the respondents disagreeing that this was a motivating factor to their customers.

Reasons why users in the United Kingdom (UK) moved from web self-service to live telephony service in 2017

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Release date

November 2017


United Kingdom

Survey time period

June 2017 to Septmber 2017

Number of respondents

218 respondents

Special properties

contact center managers and directors

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Statistics on "Customer service in the U.S."

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