INTERACTIVE CUSTOMER COMMUNICATION TECHNOLOGY

Consumer Acceptance of Automated Communications

Data shows that customers who have interacted with automated communications in the past overwhelmingly want to receive them in the future.

Pre-recorded and automated customer communications have proliferated in the past few years. These communications are used for a variety of consumer issues: from collecting on past-due accounts to informing about policy expiration. But do consumers merely hang-up or hit the “delete” button when receiving these communications? Or do they find them
useful and interact with the message.

This paper provides research from several customer surveys that show consumers are appreciative and accepting of automated communications.