Nearly 90 Percent of People Prefer Speaking to Live Customer Service Agents

Eighty-eight percent of people prefer speaking to live customer service agents instead of navigating phone menus, according to new research from Clutch, a B2B research, ratings, and reviews firm that surveyed 501 people who called businesses at least three times in the past six months.

Despite the efficiency of phone menus for businesses, almost three-fourths of people (72 percent) always or frequently end up speaking to  live humans after encountering phone menus, and most people find listening to irrelevant options the most frustrating part of interacting with phone menus, the research also revealed.