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November 5, 2018

How Easy Is It for US Internet Users to Accomplish Select Digital Retail Activities Independently? (% of respondents, Aug 2018)

Note

Data was provided to eMarketer by Usabilla.

Methodology

Data is from the November 2018 Usabilla report titled "In the Age of Automation, Customers Want More Human, Less Machine." 1,000 US internet users ages 18+ were surveyed online in August 2018. All of the respondents had used any customer service options (e.g., FAQ section, chatbots, automated options) that allowed them to completely avoid human interaction for a given customer service issue. The respondents were evenly distributed across five age groups: 18-21, 22-37, 38-52, 53-72, and 72+. Usabilla is a customer and employee listening platform.

Featured In

Consumers Still Prefer Humans Over Chatbots

Sources

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Chart Title

How Easy Is It for US Internet Users to Accomplish Select Digital Retail Activities Independently? (% of respondents, Aug 2018)

Publication Date

November 5, 2018

Sources

Featured In

Consumers Still Prefer Humans Over Chatbots

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Customer Experience Digital Shoppers & Buyers United States

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