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.
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% - Segment of phone-based customer service users who say being kept on hold too long is a phone-related pain point
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