In a survey on customer experience (CX) among businesses conducted in the United States in 2021, participants were asked which customer contact channels their organization are providing or are planning. Customer support by email and in-person were the most widespread channels, both indicated by approximately 73.5 percent of the respondents. Website and social media followed, both with 71.4 percent of the respondents.
Most common customer contact channels used by organizations in the United States in 2021
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Statistics on Marketing personalization in the United States
Overview
4
- Premium Statistic CX personalization & optimization revenue worldwide 2020-2026
- Premium Statistic Level of integration of personalization technology within tech stacks worldwide 2021
- Premium Statistic Success of personalization among businesses worldwide 2021
- Premium Statistic Leading approaches to content-led communications worldwide 2022
Marketer insights
6
- Premium Statistic Leading marketing priorities according to U.S. CMOs 2021
- Premium Statistic Leading technologies planned to be deployed by marketers in the U.S. 2021
- Premium Statistic Share of content personalized for customers among U.S. organizations 2021
- Premium Statistic B2C revenue derived from personalization in the U.S. 2021, by company type
- Premium Statistic Leading motivations of U.S. marketers to work with retail media networks 2021
- Premium Statistic Impact of cookie deprecation on consumers in the U.S. 2020
Consumer insights
8
- Premium Statistic Consumer attitude to ads of selected products and service types in the U.S. 2022
- Premium Statistic Consumer expectations of advertising in the U.S. 2021
- Premium Statistic Attitude towards personalized ads in the U.S. 2022
- Premium Statistic Marketing technologies seen as favorable by consumers in the U.S. 2021
- Premium Statistic Share of U.S. consumers who expect personalized content 2021
- Premium Statistic Importance of marketing personalization for consumers in the U.S. 2021
- Premium Statistic Impact of personalization on future online shopping behavior in the U.S. 2022
- Premium Statistic Factors driving Gen Z engagement with new brands on social media in the U.S. 2022
Data usage
8
- Premium Statistic U.S. marketing data spend 2017-2021
- Premium Statistic Leading purposes of intent data according to marketers in the U.S. 2022
- Premium Statistic Benefits motivating consumers towards loyalty programs in the U.S. 2021
- Premium Statistic Consumers comfortable sharing data to create personalized ads in North America 2021
- Premium Statistic Data consumers share to get personalized ads in the U.S. 2021
- Premium Statistic Information advertisers can use to target ads in the U.S. 2022
- Premium Statistic Leading ways brands' actions with data can improve consumer trust in the U.S. 2022
- Premium Statistic Attractiveness of incentives to share personal data in North America 2021
Further related statistics
15
- Organizations perceiving CX as a competitive differentiator worldwide 2021
- Organizations perceiving CX as a competitive differentiator worldwide by region 2021
- Organizations perceiving CX as a competitive differentiator worldwide by country 2021
- Organizations perceiving CX as a competitive differentiator worldwide by sector 2021
- Customer experience as a competitive differentiator worldwide 2021, by role
- Factors organizations believe will reshape the CX worldwide by service type 2018
- Strategic performance measurements for professionals worldwide by country 2021
- Extent to which organizations define strategic value of CX worldwide by service 2018
- Responsible parties for CX within organizations worldwide 2021
- Organizations' strategy aligned to deliver and optimize CX worldwide by type 2018
- Collaboration of business functions with other to design CX worldwide by country 2021
- Employees' engagement in delivering CX worldwide 2021
- Collaboration of business functions with other to design CX worldwide by sector 2021
- Employees' engagement in delivering CX worldwide by region 2021
- Strategic performance measurements for professionals worldwide by sector 2021
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Statistics
- Organizations perceiving CX as a competitive differentiator worldwide 2021
- Organizations perceiving CX as a competitive differentiator worldwide by region 2021
- Organizations perceiving CX as a competitive differentiator worldwide by country 2021
- Organizations perceiving CX as a competitive differentiator worldwide by sector 2021
- Customer experience as a competitive differentiator worldwide 2021, by role
- Factors organizations believe will reshape the CX worldwide by service type 2018
- Strategic performance measurements for professionals worldwide by country 2021
- Extent to which organizations define strategic value of CX worldwide by service 2018
- Responsible parties for CX within organizations worldwide 2021
- Organizations' strategy aligned to deliver and optimize CX worldwide by type 2018
- Collaboration of business functions with other to design CX worldwide by country 2021
- Employees' engagement in delivering CX worldwide 2021
- Collaboration of business functions with other to design CX worldwide by sector 2021
- Employees' engagement in delivering CX worldwide by region 2021
- Strategic performance measurements for professionals worldwide by sector 2021
NTT. (September 22, 2021). Most common customer contact channels used by organizations in the United States in 2021 [Graph]. In Statista. Retrieved January 27, 2023, from https://www.statista.com/statistics/1197090/most-common-contact-channels-for-cx-in-the-us/
NTT. "Most common customer contact channels used by organizations in the United States in 2021." Chart. September 22, 2021. Statista. Accessed January 27, 2023. https://www.statista.com/statistics/1197090/most-common-contact-channels-for-cx-in-the-us/
NTT. (2021). Most common customer contact channels used by organizations in the United States in 2021. Statista. Statista Inc.. Accessed: January 27, 2023. https://www.statista.com/statistics/1197090/most-common-contact-channels-for-cx-in-the-us/
NTT. "Most Common Customer Contact Channels Used by Organizations in The United States in 2021." Statista, Statista Inc., 22 Sep 2021, https://www.statista.com/statistics/1197090/most-common-contact-channels-for-cx-in-the-us/
NTT, Most common customer contact channels used by organizations in the United States in 2021 Statista, https://www.statista.com/statistics/1197090/most-common-contact-channels-for-cx-in-the-us/ (last visited January 27, 2023)
Most common customer contact channels used by organizations in the United States in 2021 [Graph], NTT, September 22, 2021. [Online]. Available: https://www.statista.com/statistics/1197090/most-common-contact-channels-for-cx-in-the-us/