In a survey on customer experience (CX) among businesses conducted in the United States in 2021, participants were asked what different customer contact channels were primarily used for. The results revealed how preferred contact channels depend greatly on the enquiry type. For retention and renewal, in-person contacts appeared to be the preferred channel. On the other hand, automated channels were preferred for order management.
Most popular customer contact channels among organizations in the United States in 2021, by enquiry type
Basic Account
Get to know the platform
You only have access to basic statistics.
This statistic is not included in your account.
Starter Account
The ideal entry-level account for individual users
- Instant access to 1m statistics
- Download in XLS, PDF & PNG format
- Detailed references
$199 USD / Month *
Professional Account
Full access
Business Solutions including all features.
* Prices do not include sales tax.
Other statistics that may interest you Statistics on
About the industry
10
- Premium Statistic Customer experience as a competitive differentiator worldwide 2021, by role
- Premium Statistic Live chat: customer wait time worldwide 2015-2022
- Premium Statistic Customer live chat duration worldwide 2016-2022
- Premium Statistic Live chat: global customer wait time by industry 2022
- Basic Statistic Preferred contact channels for customers to resolve issues U.S. 2022
- Premium Statistic Customer live chat duration worldwide by industry 2020-2022
- Premium Statistic Easiest-to-use customer service channels in U.S. 2022
- Premium Statistic Customer service: change in customers' expectations in the last year 2018
- Premium Statistic Number of live chats per month worldwide 2018
- Premium Statistic Distribution of companies in Italy 2018, by area responsible for CRM
About the region
10
- Premium Statistic Ways in which customers communicated with businesses in the past 12 months U.S. 2017
- Premium Statistic Response time in customer service by communication channel U.S. 2017
- Premium Statistic Benefits associated with using customer service by communication channel U.S. 2017
- Premium Statistic Effectiveness of customer service chatbots at resolving customers' issues 2017
- Premium Statistic Customer service issues: preferred contact channels for customers U.S. 2015-2017
- Basic Statistic Channels which provide the fastest resolution from customer service U.S. 2015-2017
- Premium Statistic Contact times it takes for customer service to resolve issues by channel U.S. 2017
- Basic Statistic Customers' waiting time before contacting companies using another channel U.S. 2017
- Premium Statistic U.S. museums utilizing digital innovation processes 2020, by organization
- Basic Statistic Customers who contacted customer service via voice channels U.S. 2015-2020
Selected statistics
1
Other regions
10
- Premium Statistic Organizations perceiving CX as a competitive differentiator worldwide by region 2021
- Premium Statistic Survey on essential elements for customer service in Denmark 2017
- Premium Statistic Ratio of bank customers won and loss in the UK Q3 2023
- Premium Statistic Company processes involving CRM in Italy 2018
- Premium Statistic Suggestions to improve customer care services Singapore May 2018
- Basic Statistic Complaints resolved by Octopus Energy by end of next day Great Britain 2017-2021
- Premium Statistic Most popular online retail services among consumers in China 2021
- Premium Statistic Desired extra R&D investments in the Netherlands 2019
- Premium Statistic Market share of leading five banks in developed markets 2019, by assets
- Premium Statistic Customers satisfied with risk and life insurance Australia 2019 by leading insurer
Related statistics
10
- Premium Statistic Live chat: customer wait time in selected countries 2017
- Premium Statistic Global customer live chat duration by country 2017
- Premium Statistic Customer service industry: number of live chats per agent per month 2016-2017
- Premium Statistic Live chat: customer satisfaction rate worldwide 2015-2022
- Basic Statistic Primary industries of contact centers worldwide 2021
- Premium Statistic Strategic performance measurements according to professional worldwide by region 2021
- Premium Statistic Strategic performance measurements for professionals worldwide by country 2021
- Premium Statistic U.S. customers who did more business with companies due to good customer service 2020
- Premium Statistic Issue resolution prior to contacting customer service in the U.S. by sector 2020
- Premium Statistic Live chat: customer satisfaction rate worldwide by industry 2019
Further Content: You might find this interesting as well
Statistics
NTT. (September 22, 2021). Most popular customer contact channels among organizations in the United States in 2021, by enquiry type [Graph]. In Statista. Retrieved May 09, 2024, from https://www.statista.com/statistics/1196916/most-popular-customer-contact-channels-by-enquiry-type-in-the-us/
NTT. "Most popular customer contact channels among organizations in the United States in 2021, by enquiry type." Chart. September 22, 2021. Statista. Accessed May 09, 2024. https://www.statista.com/statistics/1196916/most-popular-customer-contact-channels-by-enquiry-type-in-the-us/
NTT. (2021). Most popular customer contact channels among organizations in the United States in 2021, by enquiry type. Statista. Statista Inc.. Accessed: May 09, 2024. https://www.statista.com/statistics/1196916/most-popular-customer-contact-channels-by-enquiry-type-in-the-us/
NTT. "Most Popular Customer Contact Channels among Organizations in The United States in 2021, by Enquiry Type." Statista, Statista Inc., 22 Sep 2021, https://www.statista.com/statistics/1196916/most-popular-customer-contact-channels-by-enquiry-type-in-the-us/
NTT, Most popular customer contact channels among organizations in the United States in 2021, by enquiry type Statista, https://www.statista.com/statistics/1196916/most-popular-customer-contact-channels-by-enquiry-type-in-the-us/ (last visited May 09, 2024)
Most popular customer contact channels among organizations in the United States in 2021, by enquiry type [Graph], NTT, September 22, 2021. [Online]. Available: https://www.statista.com/statistics/1196916/most-popular-customer-contact-channels-by-enquiry-type-in-the-us/