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U.S. shopper online retail customer service channels 2017, by age group

Most popular channels when requesting customer service from an online retailer according to shoppers in the United States as of August 2017, by age group

The data depicts the various channels U.S. shoppers use when requesting customer service from an online retailer as of August 2017, sorted by age group. According to the findings, the channel with the highest usage rate among Millennials were websites with 57% of respondents stating that used this channel to request assistance.

Website	57	53	51
Email	48	45	46
Phone	43	39	37
Chat or IM	36	25	19
Retailer's mobile app	34	28	15
Social media	31	23	12
Physical store	25	22	16
Video chat	31	20	11
Messaging app	29	20	10
Voice-enabled digital assistant	28	20	11
SMS/text	25	21	12
Other	12	10	7

U.S. shopper online retail customer service channels 2017, by age group

StatInvestor