Customers who contacted customer service via voice channels U.S. 2015-2020

Published by
Raphael Bohne,
Sep 20, 2022
This statistic shows the share of customers in the United States who contacted customer service via voice channels from 2015 to 2020. During the 2020 survey, 43 percent of the respondents stated that they prefer to interact with customer service using voice channels. An increase of nine percentage points compared to 2018

Use of voice in customer service in the United States from 2015 to 2020

CharacteristicShare of respondents
2020 43%
2018 34%
2017 41%
2016 45%
2015 51%
Showing entries 1 to 5 (5 entries in total)
Created with Highcharts 7.2.2Share of respondents51%51%45%45%41%41%34%34%43%43%20152016201720182020
0%10%20%30%40%50%60%

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Release date

September 2020

Region

United States

Survey time period

2015 to 2020

Number of respondents

1,100 respondents

Age group

18-64 years

Method of interview

Online survey

Supplementary notes

Figures prior to 2020 taken from previous reports.
Value of 2019 was not reported by the source.

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