Digital customer engagement preferences of consumers in Europe in 2019 by channel

For 41 percent of consumers in Europe, online chat and live support is their preferred channel when it comes to engaging with companies digitally. A survey conducted by Sales Force with European respondents across millennial, Gen X and Baby Boomer generations also revealed that voice assistants such as Siri and Alexa were gaining popularity. 17 percent of consumers stated that they used such devices when they are communicating with companies.

Digital customer experience: consumers' preferred way of engaging with companies in Europe in 2019, by channel

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Source

Release date

June 2019

Region

Europe

Survey time period

April 2-18, 2019

Number of respondents

3,222*

Method of interview

Online panel

Supplementary notes

* Consumers surveyed in this study represent Millennials/Gen Zers, GenXers, and Silents/Baby Boomers.

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