80% of Consumers Use Digital Devices to Contact Customer Service (Report)

Four out of give customers reach out to brands for customer service on social media, and millennials are most likely to contract brands using cell phones than baby boomers are.

Social media has changed our sense of identity, as well as how we communicate. As people become more dependent on social media, they demand more, including customer service and ecommerce. A report from business process outsourcing provider Startek examines how social and mobile are affecting consumer engagement.

With social media becoming a hub for all internet activity, communication of all kinds has changed and, in many cases, become easier. 77 percent of the 1,000 survey respondents said it’s easy to communicate with companies digitally, and about 80 percent use social media, email or chat to contact companies. 

Screenshot 2016-08-17 at 09.12.45

In contrast to recent years, most consumers surveyed reported having positive customer-service experiences through social media.



Subscribe today!

To Read the Full Story Become an Adweek+ Subscriber

View Subscription Options

Already a member? Sign in