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Most common contact channels available for CX in the U.S. 2019

Published by Statista Research Department, Jan 15, 2021
In a survey on customer experience (CX) among businesses conducted in the United States in 2019, participants were asked which customer contact channels their organization are providing or are planning. Customer support through the company´s website and by email were the most widespread, indicated by approximately 90 percent of the respondents. Those two communications channels were more widespread than telephone (agent-led) contacts, indicated by 85.5 percent of the respondents.

What customer contact channels do you provide now or have planned?

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Source

Release date

March 2020

Region

United States

Survey time period

mid-July to mid-November, 2019

Method of interview

Questionnaire

Supplementary notes

The source add the following information: "The findings of the 2020 Report are comprised of responses from 1,019 participants drawn from 79 countries and balance across the Americas, Asia Pacific, Australia and New Zealand, Middle East and Africa, and Europe. The sample spans 14 industry sectors."
The source does not specify the number of respondents for each country.

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