B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Aging
64%
64% -- customers preferring human agent for Customers (2024)
64% of customers prefer to deal with a human when they have a problem.
Attribution:
View source
Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
64%
Unit
Percentage
Data Vintage
2024
Entity
Geography
Global
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
Gartner
Primary
Tier C
https://www.telebam.com/blog/telegram-customer-support-team-groups ↗
Source Article
Telegram for Customer Support: Why Team Group Chats Beat Shared Inboxes
The Three Models of Customer Support
Every customer support tool falls into one of three architectural models. Understanding these models is the key to choosing the right approach for your business.
Model 1: Bot-Based Support. The customer interacts primarily with a chatbot. Tools like Intercom's Fi…
Original Research
Gartner
· Original study ↗
Methodology
Gartner survey as cited by third-party vendor blog
Methodology documented
Segmentation
IndustryFinTech
RegionGlobal
RoleAll marketers
Channelcontent
Cite this stat
Plain Text
Customers: 64% customers preferring human agent. Source: Gartner (2024). Via Lighthouse Intelligence -- https://lighthousedata.io/data/customers-prefer-human-support-gartner-2024
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<blockquote cite="https://lighthousedata.io/data/customers-prefer-human-support-gartner-2024" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>64%</strong> -- customers preferring human agent for Customers<br><small>Source: Gartner (2024) · <a href="https://lighthousedata.io/data/customers-prefer-human-support-gartner-2024" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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