Key Findings on Customer Service Trends in Spain
Research has shown that 46% of Spanish companies are already utilizing customer service software with AI capabilities, resulting in increased productivity and customer satisfaction levels. A recent study highlights three trends that can give Spanish SMEs a competitive edge in their customer service strategy for 2025.
Human Capabilities Outshine AI in Complex Customer Service Tasks
On a global scale, humans excel in customer service tasks that require high levels of reasoning, such as personalized interactions, sales generation, and problem resolution. In Spain, these numbers are even higher, with 78% of companies preferring human interaction for personalized interactions, 70% for sales generation, and 70% for problem resolution.
However, AI is considered more effective in tasks such as multilingual conversations, data analysis, and avoiding bias. In Spain, the numbers are slightly lower than the global average for these activities.
AI-Enabled Customer Service Software Boosts Customer Satisfaction
Almost 7 in 10 companies globally that use AI-enabled customer service tools report an increase in customer satisfaction levels over the past two years. In Spain, 61% of organizations using AI-enabled customer service software have seen an increase in customer satisfaction scores during the same period.
Outsourcing Customer Service to External Agencies on the Rise
Globally, 60% of companies that manage customer service calls internally are considering hiring an external agency or already have plans to do so. In Spain, 57% of companies that manage customer service calls internally want to outsource to a provider or are already in the process of doing so.
Experts suggest that hiring an external customer service agency can bring advantages such as specialization, profitability, and flexibility. Third-party providers have the technology and refined processes to effectively manage customer service needs.