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
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Most popular customer contact channels among organizations in the United States in 2021, by enquiry type
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NTT. (September 22, 2021). Most popular customer contact channels among organizations in the United States in 2021, by enquiry type [Graph]. In Statista. Retrieved April 26, 2025, 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 April 26, 2025. 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: April 26, 2025. 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 April 26, 2025)
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/
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