Most-Used Customer Service Channels, June 2014 [CHART]

Roughly 9 in 10 survey respondents aged 18-65 speak with live representatives on the phone, the most common customer service channel of the listed options, with website self-service closely following (83%). While a greater share this year are using smartphone applications (42%) and social media (37%) for customer service, social media has just a 29% success rate in resolving issues, compared to a 69% success rate over the phone. And while social media is gaining ground among younger age groups, they still prefer to speak to an agent on the phone. Source: NICE Systems

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