Research: Why customer service is led by emotions

Customer service conversations involve a variety of emotions. Do these emotions affect how customers interact with agents? Or do interactions initiate these emotions?  

To find out, we've surveyed over 7000 consumers worldwide on why and how they contact customer service, how they feel while doing so and whether these feelings impact how they see brands.

Early UK-focused results show:

✅ 75% of reach out to customer service if there’s no other way

✅ 47% of are irritated when they contact customer service

✅ 45% of say their state of mind affects which channel they use

Download the full research to discover more.