The report was based on data from a survey conducted in 2018 among consumers age 18 and older in the United States.
Some 57% of respondents said they had addressed a customer service issue/inquiry by phone in the past year, the highest share for any channel.
However, consumers' affinity for receiving customer service via phone appears to be waning: 43% of respondents in the 2018 survey said it is their preferred channel, compared with 49% in a 2015 survey.
Consumers of different generations have distinctly different customer service preferences, the researchers found.
For example, some 64% of Millennials say they prefer digital channels (email, social media, etc.) for customer service, whereas only 45% of Boomers prefer digital channels.
Less than half of consumers find any customer service channel easy to use.
The two highest-rated channels for ease of use are phone support (48% of respondents say it is typically easy) and online chat (47%).
About the research: The report was based on data from a survey conducted in 2018 among consumers age 18 and older in the United States.
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