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U.S. consumer desire for text-based customer service 2015/2016

Share of consumers preferring to conduct customer service interactions via text/chat/messaging, as of 2016 (by generation)

U.S. consumer desire for text-based customer service 2015/2016 This statistic indicates the share of U.S. consumers, by generation, who would prefer to conduct customer service interactions via text, chat, or messaging medium, as of 2016. At that time, 36 percent of the Boomer generation would prefer to conduct all of their customer service interactions via a text, chat, or messaging medium.
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Share of consumers preferring to conduct customer service interactions via text/chat/messaging, as of 2016 (by generation)

Percentage of respondents
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Percentage of respondents
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Description

Source

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This statistic indicates the share of U.S. consumers, by generation, who would prefer to conduct customer service interactions via text, chat, or messaging medium, as of 2016. At that time, 36 percent of the Boomer generation would prefer to conduct all of their customer service interactions via a text, chat, or messaging medium.
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Release date
October 2016
Region
United States
Survey time period
2016
Number of respondents
1,000 respondents
Age group
18-65 years
Special properties
Sample screened to not be non-users, of Customer Engagement Experience (CEM) in past year
Method of interview
Online survey
Supplementary notes
The original statement was phrased by the source as follows: "If a company could get it right, I would rather conduct all my customer service interactions via text/chat/messaging."
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