B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
59%
59% -- human agent preference rate for customers (2025)
59% of customers prefer to speak to a human when contacting customer support teams.
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
59%
Unit
Percentage
Data Vintage
2025
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
textmymainnumber.com
Primary
Tier C
https://textmymainnumber.com/blog/top-customer-service-channels-for-2025-how-to-choose-the-best-one-… ↗
Source Article
Top Customer Service Channels for 2025: How to Choose the Best One for Your Business
Customers don’t think in channels—they just want answers.
When someone has a question, they’ll reach for whatever feels easiest in the moment: a quick text, a fast call, a quick reply to an email, or a chat window that pops up right when they need it. The challenge for businesses isn’t whether custo…
Original Research
textmymainnumber.com
· Original study ↗
Methodology
Cited in vendor blog without named original study.
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
customers: 59% human agent preference rate. Source: textmymainnumber.com (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/customers-prefer-human-agent-59
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<blockquote cite="https://lighthousedata.io/data/customers-prefer-human-agent-59" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>59%</strong> -- human agent preference rate for customers<br><small>Source: textmymainnumber.com (2025) · <a href="https://lighthousedata.io/data/customers-prefer-human-agent-59" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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