81% of consumers are willing to wait between 1 to 11 minutes to speak with a human customer service rep instead of chatting with an AI assistant. 22% of respondents are willing to wait 4-5 minutes. Humans are still perceived as better suited for complex problem-solving, one-call issue resolution, and empathetic interactions.
Wednesday, May 1, 202455% of Gen Z shoppers have made online purchases while browsing social media in the past 6 months, compared to 38% of shoppers overall. 44% of Gen Z start their shopping with online searches, while 42% begin in stores, and 40% use mobile apps or websites. About half of the respondents of the survey expressed a willingness to buy more clothes if virtual try-on tools were available.
73% of Gen Z consumers purchase based on creator recommendations, significantly higher than other demographics. LTK shoppers demonstrate a 38% net positive increase in buying power for the holiday season. Their top priorities are availability, brand, and quality, unlike the general population which focuses on price. Instagram, Facebook, and YouTube are the main platforms influencing these shoppers. Early holiday shopping is growing, with 70% starting by September. Brands should implement an "always-on" strategy. Key gifting categories for Gen Z include beauty, entertainment, and fashion.