Research Report

Human connections in crisis

A year of social distancing has many people craving human connections. And some are even turning to customer service for those experiences.

In this brand-new report, Genesys explores how the COVID-19 pandemic has created a connection deficit in our society — and the role customer service can play in fixing it through empathy in action.

Discover how:

  • 40% of consumers feel less connected now than before the pandemic
  • 1 in 6 consumers have called customer service just to hear a human voice
  • More than 67% of consumers prefer empathetic customer service experiences over speedy resolutions

Read the report to learn how consumers want to interact with your agents — and what your company can do to provide empathetic experiences that increase brand loyalty.

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