Tech Talks Daily16 Aug 2025

3386: Kinsta on Why 93% of Customers Still Prefer Human Support

AI is finding its way into almost every corner of customer service, but is it really what customers want? According to Kinsta's recent survey, the answer is overwhelmingly no. An incredible 93 percent of respondents said they would rather speak to a human than an AI chatbot when they need support. Nearly half even said they would cancel a service if it relied solely on AI-driven support.

In this episode, Roger Williams, Community Manager at Kinsta, breaks down the story behind those numbers and explains why his team continues to invest heavily in human-first support. Kinsta has built its reputation on 24/7 access to real engineers who understand the complexities of WordPress hosting, resulting in a 98 percent customer satisfaction score and consistently high ratings on platforms like G2 and Trustpilot.

Roger shares how Kinsta blends human expertise with AI tools in a way that enhances, rather than replaces, the customer experience. He talks about the role empathy plays in building trust, the importance of empowering support staff to own conversations, and why support should be viewed as an opportunity to strengthen relationships rather than just a cost to be reduced.

We also discuss the growing perception that AI in support is more about saving money than improving service, how business leaders can avoid falling into that trap, and what the future of open web hosting could look like as AI capabilities mature. Whether you are in tech leadership, run a customer-facing team, or simply value a good support experience, this conversation offers insights that go beyond the AI hype and focus on what truly matters to customers.

Denne episoden er hentet fra en åpen RSS-feed og er ikke publisert av Podme. Den kan derfor inneholde annonser.

Episoder(2000)

Scaling Embedded Finance Around Customer Value With Zip Co

What separates an embedded finance partnership that changes customer behavior from an integration nobody would miss? In this episode of Tech Talks Daily, I speak with Rory Herriman, Chief Technology O...

7 Aug 24min

Building Creator Trust Through Better Payments With Tipalti

What happens to creator loyalty when somebody delivers the work, attracts an audience, and then waits weeks to be paid? In this episode of Tech Talks Daily, I speak with Rob Israch, President at Tipal...

6 Aug 26min

Building Reliable AI Agents With Knowledge Gardens and MongoDB

What happens when an enterprise AI agent can retrieve thousands of data points but cannot understand the customer, decision, or business moment in front of it? In this episode of Tech Talks Daily, I w...

5 Aug 33min

Turning Warehouse Blind Spots Into Real Time Intelligence With Dexory

What happens when a warehouse management system believes stock is present, but nobody can find it on the warehouse floor? In this episode of Tech Talks Daily, I speak with Oana Jinga, co-founder of De...

4 Aug 28min

How Infobip Uses AI Companions to Keep Sports Fans Coming Back

What can Formula One and football teach businesses about building customer relationships that continue long after a single event? In this episode of Tech Talks Daily, I speak with Ben Lewis, Vice Pres...

3 Aug 26min

How Technology Can End the Late Payment Crisis Costing UK Businesses £11 Billion

Late payments have become so common that many businesses simply accept them as part of commercial life. But should they? In this episode of Tech Talks Daily, I speak with Pat Bermingham, founder and C...

2 Aug 22min

AI, Value Creation and the Future of Business: Why Automation Is Only the Beginning

Most AI conversations begin with productivity. Joanna Pachnik thinks that's the wrong place to start. In this episode of Tech Talks Daily, I speak with Joanna Pachnik, founder of Blueclip, about why A...

2 Aug 28min

Preparing 911 for AI Satellite Calls and Cloud Infrastructure With Intrado

What happens behind the scenes when you dial 911, and is the infrastructure ready for AI, satellite messaging, video, and precise location data? In this episode of Tech Talks Daily, I'm joined by John...

1 Aug 32min