Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute:

Phone, inbound                                     98%

Email                                                        89%

Phone, outbound                                  76%

Web                                                         70%

Self-service IVR                                     49%

Offline (fax and/or mail)                     48%

Social                                                       47%

Self-service portal                                 42%

Chat                                                         40%

Mobile                                                     39%

Source: ICMI’s 2013 report, Extreme Engagement in the Multichannel Contact Center. (Survey respondents primarily from North America, spanning all major vertical industries.)