A survey of US internet users that examined how they interact with a brand's customer support team found that many favor doing so via more traditional channels—especially when compared with social media.
Indeed, 31.9% of respondents said they prefer to chat with a customer representative over the phone, while 29.1% selected email, according to "The eMarketer Ecommerce Insights Report," conducted by Bizrate Insights in March 2018.
Live chat was another channel that many favored. More than three in 10 respondents said they used that method.
Meanwhile, social media, which can be considered a less traditional customer service channel, was preferred by only 1.3% of respondents.