42% of adults prefer to resolve their issues over the phone, compared to digital channels like knowledge bases (38%) and email (20%).

Only 12% of self-service support platforms are highly integrated; for most organizations, only 20% of service issues are resolved.

Reaching a business via the phone remains the most popular customer service channel method.

48% of consumers expect a response to social media questions and complaints within 24 hours.

More than half (54%) of casual social media lurkers research products and services.

18% of consumers expect a response from a company’s social media within one hour of their message.

Online users spend two hours and 28 minutes per day on social media.

Online users spend two hours and 28 minutes per day on social media.