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
Profit from the additional features of your individual account
Currently, you are using a shared account. To use individual functions (e.g., mark statistics as favourites, set
statistic alerts) please log in with your personal account.
If you are an admin, please authenticate by logging in again.
Learn more about how ÌÇÐÄÆƽâ°æ can support your business.
Aspect. (September 1, 2020). Use of voice in customer service in the United States from 2015 to 2020 [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved July 28, 2026, from /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. ÌÇÐÄÆƽâ°æ. Accessed July 28, 2026. /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. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: July 28, 2026. /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." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 1 Sep 2020, /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 ÌÇÐÄÆƽâ°æ, /statistics/815615/customers-who-contacted-customer-service-via-voice-channels-us/ (last visited July 28, 2026)
Use of voice in customer service in the United States from 2015 to 2020 [Graph], Aspect, September 1, 2020. [Online]. Available: /statistics/815615/customers-who-contacted-customer-service-via-voice-channels-us/
