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This survey shows the ways in which customers initiated customer service interaction in the U.S. and worldwide as of 2017. During the survey, 49 percent of respondents from the United States stated that their customer service interaction typically begins online.
When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent?
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Other statistics that may interest you Customer service in the U.S.
Market overview
6
- Premium Statistic Size of global outsourced customer experience market 2015-2020*
- Premium Statistic Global outsourced customer experience market: breakdown by region 2017
- Basic Statistic Customers who have contacted customer service in the past month U.S. 2015-2020
- Basic Statistic Customers who contacted customer service via voice channels U.S. 2015-2020
- Basic Statistic Customer churn rate by industry U.S. 2020
- Premium Statistic Customers' opinion about customer service quality U.S.& worldwide 2018
Communication channels
4
- Premium Statistic Communication channels preferred to contact customer service worldwide 2018
- Premium Statistic Communication channels preferred to contact customer service by country 2018
- Premium Statistic Easiest-to-use customer service channels in U.S. 2022
- Basic Statistic Channels which provide the fastest resolution from customer service U.S. 2015-2017
Customer satisfaction
5
- Basic Statistic Customers who stopped doing business due to poor customer service U.S. 2016-2020
- Basic Statistic Important aspects of a good customer service experience U.S.& worldwide 2018
- Basic Statistic Share of customers by poor customer service experiences U.S.& worldwide 2018
- Premium Statistic Customer service: change in customers' expectations in the last year 2018
- Premium Statistic Importance of customer service to customers' choice of or loyalty to a brand 2018
Self-service
4
- Premium Statistic Issue resolution prior to contacting customer service in the U.S. by sector 2020
- Basic Statistic Customers: opinion on self-service portal usage by brands U.S.& worldwide 2018
- Basic Statistic Ways in which customers initiate customer service interaction U.S. & worldwide 2018
- Basic Statistic Self-service issues experienced by customers U.S.& worldwide 2018
Digital trends
5
- Basic Statistic Preferred contact channels for customers to resolve issues U.S. 2022
- Premium Statistic U.S. adults' challenges of using chatbots 2018
- Basic Statistic Customers by if they favor brands that proactively contact them U.S.& worldwide 2018
- Basic Statistic Customers by if they favor brands that respond to complaints U.S.& worldwide 2018
- Basic Statistic Expected response time for social media questions or complaints in U.S. & global 2018
Further related statistics
16
- Channels consumers use to contact brands in the U.S. 2022
- Availability of company customer service information online in Finland 2017
- Most widely used channels to contact insurance companies for European consumers 2014
- Share of business customers requiring in-person meetings in the U.S. in 2009
- Current and planned services supported by contact centers worldwide 2016
- Main issues impacting CX and customer satisfaction in the U.S. 2019
- Most common contact channels available for CX in the U.S. 2021
- Reasons contact center companies offer self-/assisted-service channels worldwide 2016
- Leading objectives for exhibiting in the U.S. 2014
- Impact of hosted/cloud technologies on contact centers worldwide 2016
- Communication preferences for making product complaints in the UK 2013
- Reasons for contacting landline service providers in the UK 2018
- Preferred channels for individual banking services in Great Britain (UK) 2014
- Reasons for contacting broadband service providers in the UK 2018
- Preferred contact methods of U.S. Millennials with selected companies 2014
- Main challenges in optimizing customer journey for CX in the United States 2021
Further Content: You might find this interesting as well
Statistics
- Channels consumers use to contact brands in the U.S. 2022
- Availability of company customer service information online in Finland 2017
- Most widely used channels to contact insurance companies for European consumers 2014
- Share of business customers requiring in-person meetings in the U.S. in 2009
- Current and planned services supported by contact centers worldwide 2016
- Main issues impacting CX and customer satisfaction in the U.S. 2019
- Most common contact channels available for CX in the U.S. 2021
- Reasons contact center companies offer self-/assisted-service channels worldwide 2016
- Leading objectives for exhibiting in the U.S. 2014
- Impact of hosted/cloud technologies on contact centers worldwide 2016
- Communication preferences for making product complaints in the UK 2013
- Reasons for contacting landline service providers in the UK 2018
- Preferred channels for individual banking services in Great Britain (UK) 2014
- Reasons for contacting broadband service providers in the UK 2018
- Preferred contact methods of U.S. Millennials with selected companies 2014
- Main challenges in optimizing customer journey for CX in the United States 2021
Microsoft. (March 14, 2019). When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent? [Graph]. In Statista. Retrieved May 15, 2024, from https://www.statista.com/statistics/810299/ways-in-which-customers-initiate-customer-service-interaction/
Microsoft. "When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent?." Chart. March 14, 2019. Statista. Accessed May 15, 2024. https://www.statista.com/statistics/810299/ways-in-which-customers-initiate-customer-service-interaction/
Microsoft. (2019). When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent?. Statista. Statista Inc.. Accessed: May 15, 2024. https://www.statista.com/statistics/810299/ways-in-which-customers-initiate-customer-service-interaction/
Microsoft. "When Engaging with Customer Service, Do You Try to Use Self Service First, or Do You Immediately Engage with An Agent?." Statista, Statista Inc., 14 Mar 2019, https://www.statista.com/statistics/810299/ways-in-which-customers-initiate-customer-service-interaction/
Microsoft, When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent? Statista, https://www.statista.com/statistics/810299/ways-in-which-customers-initiate-customer-service-interaction/ (last visited May 15, 2024)
When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent? [Graph], Microsoft, March 14, 2019. [Online]. Available: https://www.statista.com/statistics/810299/ways-in-which-customers-initiate-customer-service-interaction/