Ways in which customers initiate customer service interaction U.S. & worldwide 2018

When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent?

Ways in which customers initiate customer service interaction U.S. & worldwide 2018 This survey shows the ways in which customers initiated customer service interaction in the U.S. and worldwide as of 2017. During the survey, 49 percent of respondents from the United States stated that their customer service interaction typically begins online.
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When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent?

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United StatesGlobal average
Begin with self-service61%66%
Immediately engage with an agent39%34%
United StatesGlobal average
Begin with self-service61%66%
Immediately engage with an agent39%34%
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This survey shows the ways in which customers initiated customer service interaction in the U.S. and worldwide as of 2017. During the survey, 49 percent of respondents from the United States stated that their customer service interaction typically begins online.
Show more
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