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Customers who contacted customer service via voice channels U.S. 2015-2018
Customers who contacted customer service via voice channels U.S. 2015-2018
Use of voice in customer service in the United States from 2015 to 2018
by E. Mazareanu,
last edited
Jan 21, 2019
This statistic shows the share of customers in the United States who contacted customer service via voice channels from 2015 to 2018. During the 2018 survey, 38 percent of the respondents stated that they prefer to interact with customer service using voice channels.
Use of voice in customer service in the United States from 2015 to 2018
Loading statistic...
| Share of respondents | |
|---|---|
| 2018 | 34% |
| 2017 | 41% |
| 2016 | 45% |
| 2015 | 51% |
| Share of respondents | |
|---|---|
| 2018 | 34% |
| 2017 | 41% |
| 2016 | 45% |
| 2015 | 51% |
© Statista 2019
About this statistic
Sources: Aspect; Conversion Research; Business Insider
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Description
Source
More information
by E. Mazareanu,
last edited
Jan 21, 2019
This statistic shows the share of customers in the United States who contacted customer service via voice channels from 2015 to 2018. During the 2018 survey, 38 percent of the respondents stated that they prefer to interact with customer service using voice channels.
- Sources
- Aspect; Conversion Research; Business Insider
- Show further sources information
- As a Premium user you get access to the detailed source references and background information about this statistic.
- Show publisher information
- Release date
- December 2018
- Region
- United States
- Survey time period
- 2015 to 2018
- Number of respondents
- 1,000 respondents
- Age group
- 18 years and older
- Method of interview
- Online survey
- Supplementary notes
- Value for 2015 taken from this article.
Source
- Sources
- Aspect; Conversion Research; Business Insider
- Show further sources information
- As a Premium user you get access to the detailed source references and background information about this statistic.
- Show publisher information
- Release date
- December 2018
More information
- Region
- United States
- Survey time period
- 2015 to 2018
- Number of respondents
- 1,000 respondents
- Age group
- 18 years and older
- Method of interview
- Online survey
- Supplementary notes
- Value for 2015 taken from this article.
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Statistics on "Customer service in the U.S."
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- Share of customers in the United States who have contacted customer service for any reason in the past month from 2015 to 2018*Customers who have contacted customer service in the past month U.S. 2015-2018
- Use of voice in customer service in the United States from 2015 to 2018Customers who contacted customer service via voice channels U.S. 2015-2018
- Customer churn rate in the United States in 2018, by industryCustomer churn rate by industry U.S. 2018
- Do you feel the quality of customer service is getting better or worse?Customers' opinion about customer service quality U.S.& worldwide 2018
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- What is the most important aspect of a good customer service experience?Important aspects of a good customer service experience U.S.& worldwide 2018
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- How important is customer service to you in your choice of, or loyalty to, a brand?Importance of customer service to customers' choice of or loyalty to a brand 2018
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- Do you expect a brand or organization to have an online self-service support portal?Customers: opinion on self-service portal usage by brands 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
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- Digital trends
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Studies
- Customer service in the U.S.
- Call centers in the U.S.
- Global State of Customer Service Report 2018
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- Contact Center Satisfaction Index Report 2019
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- Contact Center Satisfaction Index Report 2018
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- Knowlagent contact center productivity survey 2011
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- The Inner Circle Guide to Cloud-based Contact Center Solutions
Statistics on "Customer service in the U.S."
- Global revenue of outsourced customer experience market from 2015 to 2020 (in billion U.S. dollars)*
- Breakdown of the global outsourced customer experience market in 2017, by region
- Share of customers in the United States who have contacted customer service for any reason in the past month from 2015 to 2018*
- Use of voice in customer service in the United States from 2015 to 2018
- Customer churn rate in the United States in 2018, by industry
- Do you feel the quality of customer service is getting better or worse?
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- Communication channels preferred to contact customer service in 2018, by country
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- What is the most frustrating aspect of a poor customer service experience?
- Do you have higher expectations for customer service today than you had one year ago?
- How important is customer service to you in your choice of, or loyalty to, a brand?
- Share of customers trying to resolve their issue before contacting customer service in the United States in 2019, by sector
- Do you expect a brand or organization to have an online self-service support portal?
- When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent?
- If while using self-service you did not find the response you were looking for, what was the key issue?
- Communication channels customers prefer to use to resolve customer service issues in the United States in 2017
- Challenges of using chatbots according to adult internet users in the United States in 2018
- Do you have a more favorable view of brands that offer or contact you with proactive customer service notifications?
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- Benefits customers in the United States expect to enjoy if chatbots were available for the online services they use as of November 2017, by generation
- Share of mobile workers worldwide who can proactively understand customer issues before an appointment in 2018
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