The purpose of this study is to understand the preferences of Brazilian consumers, of different ages and within the A and B social classes, in relation to their communication with businesses, having as the primary focus of study: the purchase of products or scheduling of services and complaint or resolution of problems. An exploratory-qualitative field research was done in order to investigate the premises with the group described above. The results were analysed under the following three theories: Digital Natives and Digital Immigrants, Cyberculture and Digital Convergence. The main conclusions were: (1) age difference was not identified as a factor influencing their preferences, (2) unanimously, the group preferred starting communications with businesses via the internet through synchronous message systems while at the same time, preferred businesses to communicate with them using asynchronous message systems, and (3) only in the case of emergencies or immediate necessity were consumers prepared to call the businesses.