Robots best for Telemarketing?

In the 1950’s, long before the emergence of cutting-edge office technology and the computer age there was already formulated a myth: that machines would one day completely replace humans in the offices of the future. Today, in times of factory robots, drones, digital channels and automation that myth resurfaces, although not with the same force. However, a recent study has shown the enormous value of human beings  in formulating customer experience.

The survey took in approximately 500 companies from various segments: internet & cable, mobile phone, insurance, retail and health.  And one of the most revealing parts of the study is that, despite the rise in social media and the many communication channels it brings, the preferred form of customer contact continues to be the telephone!
77% preferred to be able to communicate with companies in this way BUT ONLY when they talked to a human being! While only 17% opted for email, and 15% through the website via forms or chat.