According to a Zingly.ai survey, 71% of consumers report that customer service interactions are as stressful or even more stressful than the issues they were trying to resolve. Younger generations feel pressure the most, with 38% of Millennials and 31% of Gen Z respondents stating that customer service adds to their stress.
“We’re seeing what we call ‘Fear of Reaching Out,’ or FORO, reshape how customers engage with brands. It’s time businesses reimagine how they’re connecting with customers and eliminate consumers’ feelings of stress. In doing so, they can transform customer service from a point of friction into a strategic advantage that drives both customer loyalty and business growth,” said Gaurav Passi, founder and CEO of Zingly.
Despite growing investments in chatbots and AI, customers continue to favour human interaction when dealing with serious problems. The survey reveals that 59% of respondents trust phone calls as their preferred channel, followed by 35% who value in-person assistance. This gap highlights the need for businesses to balance technological innovation with tailored, human-centric support systems that truly address customer needs.
In addition, the report highlights hesitation as a growing challenge in customer engagement. Long hold times deter 67% of consumers from reaching out, with 45% abandoning calls after waiting more than 30 minutes. Poor experiences also cost steeply, as 64% of respondents say they would switch brands after just one negative interaction. Still, 77% indicate they value companies that remember their interaction history, emphasising the importance of personalised service in building long-term relationships.
Generational and demographic differences add to the complexity of customer experience. Millennials are the most sceptical, with 39% doubting companies genuinely care about resolving their issues. Gen Z consumers often worry about sounding uninformed, with 34% reporting hesitation in seeking help.
Even gender differences play a role, as women are more likely to remain loyal after negative experiences if they feel fairly compensated. At the same time, men tend to switch brands more quickly but highly value personalised connections.