Nearly 50% of Individuals Prefer Calling Customer Service Over Reaching Out to their In-Laws

In the ever-evolving landscape of customer service, understanding consumer preferences is key to providing a seamless and satisfactory experience. A survey conducted by delved into the minds of 7,000 customers worldwide, revealing intriguing insights into the choices and behaviors of consumers when it comes to seeking customer support.

Bridging the Generation Gap: From In-Laws to Customer Service

Surprisingly, the survey uncovered that 48% of respondents would prefer calling customer service over interacting with their in-laws. This peculiar finding sheds light on the unique dynamics of customer service interactions, suggesting that some individuals find the experience less stressful than certain personal relationships.

The Digital Shift: A Preference for Alternative Channels

One of the standout trends highlighted in the research is the shifting preferences of younger audiences, specifically Generation Z and Millennials. 

For these digital natives, the phone call is no longer the go-to option. Instead, 42% of respondents from these age groups expressed a preference for alternative channels such as WhatsApp, online website chat, or email.

Impatience in the Digital Age

In a world where time is of the essence, impatience has become a common sentiment. The survey found that 42% of respondents admitted feeling impatient when calling customer care. This impatience could be attributed to various factors, including long wait times, complex phone menu systems, and the general expectation for quick responses in today’s fast-paced digital age.

Adapting to Customer Expectations

Businesses keen on delivering exceptional customer service should pay heed to these insights. The data suggests a need for adaptation, particularly in catering to the preferences of different customer segments. For younger audiences, optimizing digital communication channels and offering efficient online solutions is paramount.

Streamlining the Customer Experience

To address the impatience factor, businesses must streamline their customer service processes. This might involve simplifying phone menu systems, reducing wait times, and embracing technologies such as automated whatsapp chatbots in their communication. By doing so, businesses can enhance customer satisfaction and loyalty.


As customer preferences continue to evolve, businesses must stay attuned to the changing landscape. The survey provides a valuable snapshot of current sentiments, highlighting the need for flexibility and innovation in the realm of customer service. 

By understanding the dynamics of customer interactions, businesses can not only meet but exceed the expectations of their diverse customer base. As we navigate the ever-shifting tides of consumer preferences, the key lies in adaptation and a commitment to providing a customer-centric experience.

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