As the range of digital channels has proliferated, so too has the number of channels customers use to interact with companies, with a growing number of consumers tapping texts, social media, email, online chats and mobile apps to get help. But, as it turns out, the channels customers select to engage companies depends on a variety of factors, including age and the nature of the request.
2016 research from Dimension Data illustrates some of these differences between how consumers of different ages contact customer service.
