55% of men in the US would pay extra for better customer service

New Ideas in MarketingEssential news for marketers, summarised by YouGov
May 26, 2020, 9:07 AM UTC

20% of men reported searching a company’s website to be useful.

This article cites a report by Genesys that revealed that men and women have different expectations from customer support and communication methods. As per the report, where only 36% of American women would pay extra for better customer service, about 55% of men would do the same.

If a business offers better support, 18% of men (against 9% women) would agree to pay a surcharge of upto 10%. Majority of the respondents, at 63%, believe customer support is best reached by phone.

Women (75%) are more uncomfortable with seeking video chat support as compared to 59% of men. Additionally, 13% of total participants dislike messaging-based support. Overall, 43% of those polled dislike having to go through too many automated options before reaching a representative.

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