This statistic shows the share of customers in the United States who contacted customer service via voice channels from 2015 to 2020. During the 2020 survey, 43 percent of the respondents stated that they prefer to interact with customer service using voice channels. An increase of nine percentage points compared to 2018
Use of voice in customer service in the United States from 2015 to 2020
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Other statistics that may interest you Customer service in the U.S.
Market overview
6
- Premium Statistic Size of global outsourced customer experience market 2015-2020*
- Premium Statistic Global outsourced customer experience market: breakdown by region 2017
- Basic Statistic Customers who have contacted customer service in the past month U.S. 2015-2020
- Basic Statistic Customers who contacted customer service via voice channels U.S. 2015-2020
- Basic Statistic Customer churn rate by industry U.S. 2020
- Premium Statistic Customers' opinion about customer service quality U.S.& worldwide 2018
Communication channels
4
- Premium Statistic Communication channels preferred to contact customer service worldwide 2018
- Premium Statistic Communication channels preferred to contact customer service by country 2018
- Premium Statistic Easiest-to-use customer service channels in U.S. 2022
- Basic Statistic Channels which provide the fastest resolution from customer service U.S. 2015-2017
Customer satisfaction
5
- Basic Statistic Customers who stopped doing business due to poor customer service U.S. 2016-2020
- Basic Statistic Important aspects of a good customer service experience U.S.& worldwide 2018
- Basic Statistic Share of customers by poor customer service experiences U.S.& worldwide 2018
- Premium Statistic Customer service: change in customers' expectations in the last year 2018
- Premium Statistic Importance of customer service to customers' choice of or loyalty to a brand 2018
Self-service
4
- Premium Statistic Issue resolution prior to contacting customer service in the U.S. by sector 2020
- Basic Statistic Customers: opinion on self-service portal usage by brands U.S.& worldwide 2018
- Basic Statistic Ways in which customers initiate customer service interaction U.S. & worldwide 2018
- Basic Statistic Self-service issues experienced by customers U.S.& worldwide 2018
Digital trends
5
- Basic Statistic Preferred contact channels for customers to resolve issues U.S. 2022
- Premium Statistic U.S. adults' challenges of using chatbots 2018
- Basic Statistic Customers by if they favor brands that proactively contact them U.S.& worldwide 2018
- Basic Statistic Customers by if they favor brands that respond to complaints U.S.& worldwide 2018
- Basic Statistic Expected response time for social media questions or complaints in U.S. & global 2018
Further related statistics
20
- Customer service issues: preferred contact channels for customers U.S. 2015-2017
- U.S. customers who found their customer service experience good by channel 2016-2017
- Customer service agents: communication channels with management U.S. 2017
- Contact times it takes for customer service to resolve issues by channel U.S. 2017
- Ways in which customers communicated with businesses in the past 12 months U.S. 2017
- Benefits associated with using customer service by communication channel U.S. 2017
- Response time in customer service by communication channel U.S. 2017
- Most important factors for contact center locations worldwide as of March 2013
- Outsourced contact centers worldwide as of June 2015
- Services provided by contact centers worldwide as of March 2013
- Important customer service attributes in contact centers worldwide as of March 2013
- Turnover of representatives in contact centers worldwide as of March 2013, by size
- Current and planned services supported by contact centers worldwide 2016
- Distribution of interactions handled by contact centers worldwide 2016, by channel
- Preferred channels for B2B communication in the U.S. 2013
- Preferred communication channels of clients to lawyers by task in the U.S. 2018
- Preferred channel for receiving loyalty-related communications in the U.S. 2016
- Geographical distribution of contact centers worldwide as of December 2016
- Customer service agents worldwide who think their role is more strategic now 2018
- Ways in which customers predict they would use a chatbot U.S. 2017
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Statistics
- Customer service issues: preferred contact channels for customers U.S. 2015-2017
- U.S. customers who found their customer service experience good by channel 2016-2017
- Customer service agents: communication channels with management U.S. 2017
- Contact times it takes for customer service to resolve issues by channel U.S. 2017
- Ways in which customers communicated with businesses in the past 12 months U.S. 2017
- Benefits associated with using customer service by communication channel U.S. 2017
- Response time in customer service by communication channel U.S. 2017
- Most important factors for contact center locations worldwide as of March 2013
- Outsourced contact centers worldwide as of June 2015
- Services provided by contact centers worldwide as of March 2013
- Important customer service attributes in contact centers worldwide as of March 2013
- Turnover of representatives in contact centers worldwide as of March 2013, by size
- Current and planned services supported by contact centers worldwide 2016
- Distribution of interactions handled by contact centers worldwide 2016, by channel
- Preferred channels for B2B communication in the U.S. 2013
- Preferred communication channels of clients to lawyers by task in the U.S. 2018
- Preferred channel for receiving loyalty-related communications in the U.S. 2016
- Geographical distribution of contact centers worldwide as of December 2016
- Customer service agents worldwide who think their role is more strategic now 2018
- Ways in which customers predict they would use a chatbot U.S. 2017
Aspect. (September 1, 2020). Use of voice in customer service in the United States from 2015 to 2020 [Graph]. In Statista. Retrieved May 16, 2024, from https://www.statista.com/statistics/815615/customers-who-contacted-customer-service-via-voice-channels-us/
Aspect. "Use of voice in customer service in the United States from 2015 to 2020." Chart. September 1, 2020. Statista. Accessed May 16, 2024. https://www.statista.com/statistics/815615/customers-who-contacted-customer-service-via-voice-channels-us/
Aspect. (2020). Use of voice in customer service in the United States from 2015 to 2020. Statista. Statista Inc.. Accessed: May 16, 2024. https://www.statista.com/statistics/815615/customers-who-contacted-customer-service-via-voice-channels-us/
Aspect. "Use of Voice in Customer Service in The United States from 2015 to 2020." Statista, Statista Inc., 1 Sep 2020, https://www.statista.com/statistics/815615/customers-who-contacted-customer-service-via-voice-channels-us/
Aspect, Use of voice in customer service in the United States from 2015 to 2020 Statista, https://www.statista.com/statistics/815615/customers-who-contacted-customer-service-via-voice-channels-us/ (last visited May 16, 2024)
Use of voice in customer service in the United States from 2015 to 2020 [Graph], Aspect, September 1, 2020. [Online]. Available: https://www.statista.com/statistics/815615/customers-who-contacted-customer-service-via-voice-channels-us/