Consumer Authentication Experiences: How To Achieve Friction-Free Customer Care
Report: 57% of Consumers Say Voice Recognition, Fingerprint Scans Make Customer Service Experience Better
Fifty-seven percent of consumers who’ve used advanced ID verification methods such as voice recognition and fingerprint scans when contacting customer service say they’d do it again. The Consumer Authentication Experiences report, a PYMNTS and Pindrop collaboration, surveyed nearly 3,800 U.S. consumers to learn how offering innovative verification experiences is helping businesses deliver superior customer service across all channels.
Inside the February Report
- 63%: Portion of U.S. consumers who say consistent authentication procedures are highly important regardless of channel
- 48%: Segment of phone-based customer service users who say being kept on hold too long is a phone-related pain point
- 57%: Share of consumers who have used advanced ID verification tools and are highly interested in using them again