Business & Consumer Services » Business Services » Customer service in the U.S. | Customer service: communication channel used by country 2017

Communication channels used to contact customer service by country 2017

Share of customers contacting customer service in 2017, by country and communication channel

The data illustrates the communication channels used by customers to contact customer service in 2017, broken down by channel. In that year, 73 respondents in the UK stated that they contacted customer service by email.

Email 62 73 73 47 60
In person 41 35 36 5 29
Live chat 47 55 61 6 29
Mobile app 12 7 25 2 7
Telephone 74 69 78 56 73
Self-service support portal 48 54 59 34 35
Search engine 43 46 43 39 57
Social media 15 18 41 4 17
Online community 18 21 27 6 22
SMS or text message 11 10 20 5 5
Chat bot (automated voice or chat response) 10 9 16 4 7

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