speak to a real person
Posted By Jennie Mcculloch Posted On

Why Customers Prefer Speaking to a Real Person?

In today’s fast-paced digital world, customer service has evolved to include various channels of communication, such as email, chatbots, and automated phone systems. While these technological advancements have made customer service more efficient, they have also created a gap in human interaction. In this article, we will explore why customers prefer speak to a real person and the impact of human interaction on customer service.

 Personal Connection  

Customers prefer speaking to a real person because it allows for a personal connection. When customers are dealing with a real person, they feel valued and heard. It also provides an opportunity for the customer service representative to empathize with the customer’s situation and provide a more personalized solution to their problem. Personal connection builds trust and loyalty, which are essential in maintaining long-term relationships with customers.

Clear Communication  

Another reason why customers prefer speaking to a real person is clear communication. While chatbots and automated phone systems can be efficient, they can also be frustrating for customers who may not understand the system’s prompts. A real person can provide clear and concise instructions, answer questions, and address concerns more effectively. Clear communication not only resolves the customer’s issue but also enhances the customer experience.


Speaking to a real person can also be beneficial for problem-solving. A customer service representative can use their knowledge and experience to provide solutions to complex issues. They can also think creatively to find a solution that best fits the customer’s needs. In contrast, automated systems may provide generic solutions that may not address the specific needs of the customer. Personalized problem-solving can increase customer satisfaction and improve brand reputation.

Emotional Support  

Finally, customers prefer speaking to a real person because it provides emotional support. Customer service representatives can lend an ear to customers who may need to vent their frustrations or seek emotional support. They can also provide reassurance and empathy, which can be essential in resolving difficult situations. Emotional support can be the difference between losing a customer and gaining a loyal one.

In conclusion, customers prefer speaking to a real person because it provides a personal connection, clear communication, personalized problem-solving, and emotional support. While technology has made customer service more efficient, it is essential to maintain the human touch in customer interactions. Companies that invest in human interaction in customer service are likely to see higher customer satisfaction rates, repeat business, and positive word-of-mouth. Businesses must understand the value of human interaction in customer service and incorporate it into their customer service strategies.