When asked about customer support preferences, 72% of consumers age 18 to 64 said having the ability to text with a live agent in real-time would improve their overall customer service experience. The question was part of a survey conducted by the customer experience platform UJET polling 500 U.S. consumers on customer support experiences. The survey revealed people want more text-based customer service channels — and that most rank “human interactions” above technology-enabled experiences.
