This survey shows the ways in which customers initiated customer service interaction in the U.S. and worldwide as of 2017. During the survey, 49 percent of respondents from the United States stated that their customer service interaction typically begins online.
When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent?
Characteristic
United States
Global average
Begin with self-service
61%
66%
Immediately engage with an agent
39%
34%
Created with Highcharts 7.2.2Share of respondents61%61%39%39%66%66%34%34%United StatesGlobal averageBegin with self-serviceImmediately engage with an agent
0%20%40%60%80%
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Microsoft. (March 14, 2019). When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent? [Graph]. In Statista. Retrieved February 23, 2025, from https://www.statista.com/statistics/810299/ways-in-which-customers-initiate-customer-service-interaction/
Microsoft. "When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent?." Chart. March 14, 2019. Statista. Accessed February 23, 2025. https://www.statista.com/statistics/810299/ways-in-which-customers-initiate-customer-service-interaction/
Microsoft. (2019). When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent?. Statista. Statista Inc.. Accessed: February 23, 2025. https://www.statista.com/statistics/810299/ways-in-which-customers-initiate-customer-service-interaction/
Microsoft. "When Engaging with Customer Service, Do You Try to Use Self Service First, or Do You Immediately Engage with An Agent?." Statista, Statista Inc., 14 Mar 2019, https://www.statista.com/statistics/810299/ways-in-which-customers-initiate-customer-service-interaction/
Microsoft, When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent? Statista, https://www.statista.com/statistics/810299/ways-in-which-customers-initiate-customer-service-interaction/ (last visited February 23, 2025)
When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent? [Graph], Microsoft, March 14, 2019. [Online]. Available: https://www.statista.com/statistics/810299/ways-in-which-customers-initiate-customer-service-interaction/
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