A survey conducted in the United States in January 2024 shows the most commonly used customer service methods on retail websites. At around 63 percent, most of the respondents prefer to speak to a real person. In comparison, roughly 52 percent of respondents would rather interact with an automated chat. The preference for real interactions is also the second most chosen option, with more than 60 percent of participants opting for it. Scheduling a virtual appointment is the least popular choice among consumers, with less than six percent of respondents.
Main customer service types used on retail websites in the United States as of January 2024
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Bizrate Insights. (May 11, 2023). Main customer service types used on retail websites in the United States as of January 2024 [Graph]. In Statista. Retrieved December 21, 2024, from https://www.statista.com/statistics/1483720/us-customer-service-used-eretail/
Bizrate Insights. "Main customer service types used on retail websites in the United States as of January 2024." Chart. May 11, 2023. Statista. Accessed December 21, 2024. https://www.statista.com/statistics/1483720/us-customer-service-used-eretail/
Bizrate Insights. (2023). Main customer service types used on retail websites in the United States as of January 2024. Statista. Statista Inc.. Accessed: December 21, 2024. https://www.statista.com/statistics/1483720/us-customer-service-used-eretail/
Bizrate Insights. "Main Customer Service Types Used on Retail Websites in The United States as of January 2024." Statista, Statista Inc., 11 May 2023, https://www.statista.com/statistics/1483720/us-customer-service-used-eretail/
Bizrate Insights, Main customer service types used on retail websites in the United States as of January 2024 Statista, https://www.statista.com/statistics/1483720/us-customer-service-used-eretail/ (last visited December 21, 2024)
Main customer service types used on retail websites in the United States as of January 2024 [Graph], Bizrate Insights, May 11, 2023. [Online]. Available: https://www.statista.com/statistics/1483720/us-customer-service-used-eretail/
