Source: NICE Systems
Notes: 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.
About the Data: The results are based on a global survey of 1,207 consumers.