U.S.: customer contact channels by enquiry type 2021

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

Characteristic	Retention and renewal	General customer service	Identification and verification (authentication)	Customer satisfaction survey	Sales proactive (outbound)	Marketing awareness	Order management	Sales reactive (inbond)	Collections
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Release date

September 2021

More information

Region

United States

Survey time period

May and June, 2021

Number of respondents

203 professionals

Method of interview

Questionnaire

Supplementary notes

This question was phrased by the source as follows: "And of the channels offered, what are they used for?"

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Characteristic	Retention and renewal	General customer service	Identification and verification (authentication)	Customer satisfaction survey	Sales proactive (outbound)	Marketing awareness	Order management	Sales reactive (inbond)	Collections
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Characteristic	Retention and renewal	General customer service	Identification and verification (authentication)	Customer satisfaction survey	Sales proactive (outbound)	Marketing awareness	Order management	Sales reactive (inbond)	Collections
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