According to the poll of 2,127 consumers, asked what contact method they preferred:
Web Self Service 43%
And when contact centre managers were asked what chennels they supported:
Web Self Service 65%
This just goes to continue demonstrating that social media, however important it is as a customer service channel, is still the exception, rather than the norm for the majority of people in the UK.
It is important to remember Auntie Agnes on the end of the phone needs just as much support as young Matt who uses Twitter to communicate his brand related woes.