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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NTT. (September 22, 2021). Most popular customer contact channels among organizations in the United States in 2021, by enquiry type [Graph]. In Statista. Retrieved July 03, 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 July 03, 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: July 03, 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 July 03, 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/