UAE Residents Prefer Human Customer Service
A recent study conducted by e-commerce platform Zbooni unveils a strong preference among UAE residents for human customer service interactions over chatbots or generative AI. The survey reveals that nearly nine out of ten people, accounting for 90 percent of respondents, favor engaging with human customer service executives.
WhatsApp emerges as the preferred communication channel for customer support, with 85 percent of UAE customers expressing their preference for businesses to offer assistance through this platform. WhatsApp, widely recognized as the most popular messaging app in the UAE, is followed by other social media platforms such as Facebook, Instagram, and TikTok.
According to the findings, over 80 percent of respondents believe that WhatsApp provides the easiest and quickest means to obtain accurate responses from businesses. Additionally, they perceive it as more helpful than email when interacting with businesses. This sentiment contrasts with the experiences of individuals who contacted call centers, sent emails, or used Facebook for customer support, as reported by 55 percent, 48 percent, and 29 percent of respondents, respectively.
For tasks characterized by simplicity and repetitiveness, chatbots and automated systems are deemed efficient in handling customer inquiries. These systems can swiftly address customer tickets, particularly when the organization employs human support agents who can seamlessly take over complex issues. However, for the majority of consumers, an end-to-end customer journey involving interactions with real people remains highly valued.
The UAE boasts a significant social media user base, with approximately 10 million users spending an average of 2 hours and 18 minutes per day on these platforms. Notably, around 30 percent of these users utilize social media platforms for making purchases. The survey, which garnered responses from 1,000 UAE residents at the end of 2023, underscores the significance of genuine human interaction in customer service interactions.
Ramy Assaf, co-founder and CEO of Zbooni, underscores the enduring preference for human interaction, emphasizing that while automation holds a place in handling routine tasks, human responses are characterized by empathy, warmth, and personalization. This sentiment reflects the sentiment shared by the majority of respondents in the study.
For More Related Updates Please Visit Our Official Website
By- Sahiba Suri
By: Sahiba Suri
Comments