71% of Consumers Say Calling Customer Service Is More Stressful Than the Problem Itself, Zingly Report Finds | PR Newswire [Video]

Expected long hold times, abandoned calls and poor experiences plague the outdated processes of customer service

, /PRNewswire/ — Zingly.ai, the GenAI and digital-first CX Center provider, released survey results indicating a critical gap in current customer experience offerings, underscoring the need for businesses to reinvent their approach when it comes to connecting with their customers.

According to the report, 71% of consumers find customer service interactions as stressful or more stressful than their original problem. This anxiety peaks among younger generations, with 38% of Millennials and 31% of Gen Z reporting higher stress from customer service than their initial issues.

While companies invest heavily in chatbots and AI solutions—the survey reveals customers still overwhelmingly prefer human interaction for serious issues, with 59% choosing phone calls and 35% selecting in-person support as their most trusted channels. This disconnect between digital investment and customer preference highlights the need for solutions that bridge the gap between automation and …