In a survey on customer experience (CX) among businesses conducted in the United States in 2021, participants were asked which customer contact channels their organization are providing or are planning. Customer support by email and in-person were the most widespread channels, both indicated by approximately 73.5 percent of the respondents. Website and social media followed, both with 71.4 percent of the respondents.
Most common customer contact channels used by organizations in the United States in 2021
This question was phrased by the source as follows: "What customer contact channels do you provide now, or have planned?"
Multiple answers were possible.
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NTT. (September 22, 2021). Most common customer contact channels used by organizations in the United States in 2021 [Graph]. In Statista. Retrieved December 30, 2024, from https://www.statista.com/statistics/1197090/most-common-contact-channels-for-cx-in-the-us/
NTT. "Most common customer contact channels used by organizations in the United States in 2021." Chart. September 22, 2021. Statista. Accessed December 30, 2024. https://www.statista.com/statistics/1197090/most-common-contact-channels-for-cx-in-the-us/
NTT. (2021). Most common customer contact channels used by organizations in the United States in 2021. Statista. Statista Inc.. Accessed: December 30, 2024. https://www.statista.com/statistics/1197090/most-common-contact-channels-for-cx-in-the-us/
NTT. "Most Common Customer Contact Channels Used by Organizations in The United States in 2021." Statista, Statista Inc., 22 Sep 2021, https://www.statista.com/statistics/1197090/most-common-contact-channels-for-cx-in-the-us/
NTT, Most common customer contact channels used by organizations in the United States in 2021 Statista, https://www.statista.com/statistics/1197090/most-common-contact-channels-for-cx-in-the-us/ (last visited December 30, 2024)
Most common customer contact channels used by organizations in the United States in 2021 [Graph], NTT, September 22, 2021. [Online]. Available: https://www.statista.com/statistics/1197090/most-common-contact-channels-for-cx-in-the-us/
