In recent years, there’s been a move towards self-service models – empowering customers to find quick resolutions to common issues anytime, without needing to interact with customer service staff.
![](/Content/images/placeholder/spacer.png)
The emergence of AI-driven chatbots has fuelled this hands-off approach – and many businesses have assumed that fewer customer interactions are better for everyone involved. Unexpectedly, research now shows that customers still crave those personal interactions with brands, even as technology evolves. A recent study found that 71% of Gen Z respondents still wanted the option to phone a business, despite the anti-social, anti-phone-call stereotypes of that age group.
No wonder so many business owners and customer service teams are struggling. Finding the balance between great customer experiences and your teams’ workload or between digital efficiencies and personalised interactions isn’t easy – particularly if you don’t have the right technology.
Here’s how an omnichannel strategy could help.