Great customer service isn’t easy—especially when competition is high in every industry—but understanding customer needs and expectations can help businesses provide a reliable experience that only gets better with time.
We’ve scoured the internet for the top 100 curated statistics that will help you understand consumer expectations better and access the latest trends shaping the industry, all in one place.
Quickly find what you need by jumping ahead to any of the easy-to-navigate categories.
- The importance of good customer service
- The ROI of good customer support
- Live chat support
- Phone support
- Email support
- Social media support
- Omnichannel support
- Response times
- Outsourcing customer support
- Humanizing the support experience
- Frustrated customers
- Customer satisfaction
- Knowledge base
The importance of good customer service
In today’s competitive market, customers have high expectations when it comes to service quality. Providing a good experience gives businesses a competitive edge and positively influences customer retention. Here are some statistics proving just how important good customer service really is.
- Customer service is a vital consideration for 96% of customers across the globe when it comes to deciding whether to stay loyal or not to a business.
- 88% of customers say their experience at a business is as important as its products.
- Customers are 2.4 times more likely to stick with a brand when their problems are solved quickly.
- Two bad experiences is enough for 86% of consumers to leave a brand they trusted.
- 60% of consumers have purchased something from one brand over another based on the service they expect to receive.
- The top 3 factors influencing good customer service:
- Being treated like a valued customer (for 65.2% of consumers)
- Agents with strong knowledge or expertise (for 55.3% of consumers)
- Fast response time (for 53.5% of consumers)
When a business creates a good customer experience, they gain trust and loyal customers who return to purchase simply for a consistent and positive experience. As the next section expands, good customer service acts as a strong sales funnel.
The ROI of good customer support
Retaining customers from good customer support can significantly impact revenue growth. When customers feel supported and heard, it’s easier to make a sale. Let’s look at the statistics.
- Improved CX can increase company revenue by 10-15%.
- 61% of consumers will pay at least 5% more if they know they’ll get a good customer experience.
- Customer service influences future buying decisions for 94% of customers.
- The payoffs for valued, great experiences are tangible: up to a 16% price premium on products and services, plus increased loyalty.
- About 62% of companies see improved customer support via online chats as a driver of sales.
- Investing in new customers is between 5 and 25 times more expensive than retaining existing ones.
- 94% of consumers are more likely to buy again after good customer service.
A few things stand out here: customers are willing to buy again and even pay more for a good experience, and good customer support is worth the investment for dedicated customers and word-of-mouth referrals.
Live chat support
Due to its real-time communication, live chat support is primarily considered the quickest type of support. If your business is considering live chat support, these statistics can help you decide if it’s a viable option for your team.
- Live chat can cut down the flood of support emails and 79% of businesses agree that it’s positively impacted their sales, revenue, and customer loyalty.
- 63% of customers were more likely to return to a website that offers live chat.
- Live chat leads to a 48% increase in revenue per chat hour and a 40% increase in conversion rate.
- Due to the immediacy of live chat, 79% of customers prefer it to other channels.
- Live chat has a customer satisfaction rating of 85%.
- 82% of customers feel more comfortable communicating with customer service through live chat, compared to just 61% of email users and a worrying 44% of phone users.
- 38% of customers are ready to make a purchase after a nice chat session.
- Lack of a live chat widget and real-time support makes online stores almost 2x less trustworthy.
- 60% of online clients dislike waiting longer than 60 seconds for an answer to their inquiry.
Live chat is a valuable tool that combines speed, convenience, and effective problem-solving to enhance the customer experience and build stronger relationships between businesses and their customers. Looking for live chat support? Discover the simple solution.
Some customers prefer to speak with an agent over the phone. Sometimes, it’s mandatory for complex situations that require more explanation. Speaking with an agent can effectively form an emotional connection and solve problems in real-time. Here’s how phone support holds up compared to alternatives.
- Phone support and live chat have the best customer satisfaction ratings (91% and 85%).
- 81% of service professionals say the phone is a preferred channel for complex issues.
- More than 50% of customers across all age groups typically use the phone to reach out to a service team.
- 88% of customers prefer voice calls with a live agent instead of navigating an automated phone menu.
- Real-time support increases brand loyalty according to 63% of companies.
- More than 76% of all consumers prefer phone calls to reach customer support representatives.
- 62% of customers would prefer to “hand out parking tickets” than wait in an automated phone tree for service or have to repeat themselves multiple times to different team members.
- According to 89% of service representatives, the phone will always be used for customer service, with 76% of service professionals preferring the phone for complex cases.
As the preferred support channel, phone support offers a personal touch that results in the highest customer satisfaction scores (CSAT) of any other avenue.
For customers who prefer convenience and are not in need of immediate assistance, email is a tried and true option for customer support. Read on for the latest email support stats.
- 62% of companies do not respond to customer emails. For companies that do respond, the average response time is 12 hours—with the slowest response taking longer than 8 days.
- Customers prefer email support second to phone support.
- 98% of customers use email.
- 57% of consumers use a customer support email for customer service.
- 31% of customers pick email as the preferred channel for making a complaint and 28% of them use it to track their order.
- 15.8% of all emails go missing or have been caught by popular spam filters.
- Customers are always on their email. 99% of people check their email daily with some checking up to 20 times a day.
While email support may be slower than other support channels, it is still a popular choice for support.
Social media support
Social media support is a rapidly growing and important aspect of customer service. By offering social support, businesses meet customers where they are for an accessible and convenient solution.
- 76% of clients expect to get a reply within 24 hours on social media.
- Customers who have enjoyed positive social media interactions with brands recommend the brand to social contacts at a rate of 71%.
- 69% of U.S. residents said that directly messaging a company makes them feel more confident about the brand.
- 81% of individuals believe that social media has raised the bar for business accountability.
- Companies are expected to use social media to provide customer service by 70% of customers.
- Messaging channels slash up to 60% of costs per customer interaction.
Social support is an affordable option for businesses that may not be ready to implement other types of support. Are you looking to connect with your audience authentically? Social media support might be right for you.
Omnichannel support offers a seamless journey for customers. Conversation history travels with customers from channel to channel, enabling agents to provide a more personalized experience. Check out some interesting stats on omnichannel support.
- 66% of consumers will spend more with companies that allow them to start a conversation on one channel and pick it up on another without needing to repeat themselves.
- Adopting an omnichannel approach allows companies to offer a consistent experience, which 75% of customers expect to have across all channels (web, mobile, social media, physical appointments).
- Brands with a top omnichannel customer engagement see a 9.5% yearly increase in annual revenue, compared to 3.4% for poor omnichannel brand strategies.
- 70% of consumers say that a seamless experience will lead to them purchasing more from a company, and 64% will spend more money if businesses resolve their issues on the channel they’re currently using.
- 57% of customers prefer to engage companies through digital channels.
- Brands with an omnichannel presence retain89% of their customers compared to the one-third that brands without it maintain.
- A brand’s purchase rate increases by 287% when at least three channels are used in their retail strategies.
Omnichannel can increase customer engagement and retention, which results in more sales. How can you ensure a seamless and consistent customer experience across different support channels?
Responding quickly to customers is easier said than done, but many customers want and expect immediate responses. Let’s look at the specifics.
- Fast responses are an essential part of their overall experience for 90% of customers.
- Response speed can make or break the customer experience. 90% of customers state instant responses as essential.
- Customers are 2.4 times more likely to stick with a brand when their problems are solved quickly.
- 31% of U.S. consumers say that “not responding to my messages quickly” is the most likely factor to make them feel negatively about a brand, followed by customer service not being available 24/7 (26%).
- 76% of customers expect to get a reply within 24 hours on social media.
- 52% of people expect a quick resolution while 80% said they want quicker responses from companies.
- 70% of Gen Z consumers say they’ve switched brands because the customer experience did not live up to the brand promise as advertised, such as “fast delivery” or “great customer service.”
- Fast responses are an essential part of their overall experience for 90% of customers.
Quick responses are important to customers and show that a business values their time. Businesses that consistently deliver quick responses build a reputation for being responsive and reliable.
Outsourcing customer support
Maintaining and managing a customer support team is costly, but outsourcing is an affordable solution. Here’s what the majority say about outsourcing.
- Roughly 59% of businesses are happy with outsourcing work because it saves money and is an effective cost-cutting tool.
- 59% of businesses outsource to cut costs while 26% of small businesses outsource to get help from an expert.
- Outsourcing overseas can help U.S. companies save 70-90% in labor costs.
- The outsourced spending on business processes is expected to reach $212 billion in 2023, a 19% increase from the budget spent in 2019.
- The turnover rate for frontline contact center employees is high at 58%, with some verticals seeing turnover reach as high as 85%. Because of this, many businesses choose to outsource to maintain consistency and prevent bottlenecks.
- It costs organizations an average of $1,267 to train employees.
- The average salary of customer service representatives is $38,014/year | $3,167/month.
The right outsourcing partner can free up time for a business’s internal team to focus on growth while knowing their customers are in good hands.
Humanizing the support experience
Customers expect a personalized experience. Humanizing customer support infuses a personal touch and genuine empathy into customer interactions, creating a more engaging and meaningful experience. Here’s how much it matters.
- 73% of customers expect companies to understand their unique needs and expectations, yet 56% say most companies treat them like numbers.
- Having the option to speak with a human agent is important for 86% of respondents in the United States.
- 80% of customers feel more emotionally attached to the brand whose customer service addresses their concerns.
- 49% of customers want agents to be empathetic.
- Need for the human touch in online service is growing. 83% of people want a compassionate connection that communicates empathy and support with the struggles they face.
- 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.
- 80% of customers say they’re more likely to buy from brands that deliver a customized experience.
- AI is paving the way for agents to embrace and measure being more empathetic to customers’ needs. 54% of customers believe it is very important to experience empathy in service interactions.
- 78% agree that service agents play a vital role in customer retention.
Creating a warm and friendly atmosphere makes customers feel valued and respected. Humanizing the support experience is one of the best ways to build strong customer relationships.
Understanding what customers get frustrated about can help support agents prevent that from happening.
- 63% of customers feel “customer rage” while attempting to resolve issues.
- 33% of customers are frustrated when they have to wait on hold and 33% of customers are frustrated when they have to repeat themselves to different customer support representatives.
- More than a third (44%) of respondents said that nothing, not price, convenience, or even the fact that it’s a brand they truly like, will excuse a poor CX.
- Interacting with agents who have little or no context leads to customers having to repeat themselves and causing frustration for 60% of consumers. Consumers want customer support to acknowledge their inquiries well and solve them immediately.
- After multiple bad experiences 73% of consumers will switch to a competitor. More than 50% will head for the exits after a single unsatisfactory interaction.
- 55% of consumers who often interact with support feel increasingly stressed, and 52% state that support interactions leave them exhausted.
- 78% of customers have backed out of purchasing because of a negative customer service experience.
Most customer frustration comes from having to repeat information or waiting for extended periods of time. Being on the other end of the line, this is valid. When it comes to these two pain points, how can support teams speed up the process or share information to prevent frustration?
Customer satisfaction is a measure of how well a customer’s expectations are met or exceeded by a business. Collecting and analyzing customer satisfaction shows any areas of customer support that could benefit from improvement.
- Customer satisfaction score (CSAT) is tracked by 38% of teams.
- The CSAT benchmark for 2023 is 85%.
- The majority of companies have rated customer satisfaction as one of their top three business priorities (and the highest percentage rated it as No. 1) for three straight years, ahead of other factors such as revenue generation, product/service quality, and security, among others.
- CSAT scores per industry can vary but an average score across most industries is typically between 70-80%.
- Customer Satisfaction (CSAT) is still king of customer service stats, with 76% of respondents saying they measure it and 39% saying they are measured by it.
- 73% of business leaders say there’s a direct link between customer service and financial performance. If companies want to increase profitability and brand loyalty, they need to use customer feedback (like CSAT scores) to their advantage.
- CSAT is the most important KPI for 23% of customer service teams.
- When given a positive customer experience, 72% of customers will share their experience with six or more people.
Customer satisfaction results in positive word-of-mouth and brand reputation. Successful customer support teams understand how to take feedback from customers and turn it into actionable improvements.
Sometimes, customers want to find the answers for themselves. Right on. A self-service knowledge base provides the information and resources that empower customers to find answers and resolve issues on their own without needing to contact customer support. Here’s how customers feel about a self-service knowledge base.
- 59% of customers prefer self-service tools for simple questions/issues. They use phone calls the most for complex services.
- 88% of customers expect companies to offer an online self-service portal.
- 39% of customers say they can resolve issues much quicker using self-service options than other customer service channels.
- Only 13% of customers are fully able to resolve their issues through self-service as the only channel.
- Over 69% of customers prefer to solve issues on their own, while 63% almost always start with a search using a company’s online resources.
While a self-service portal can help some customers find solutions, it doesn’t always work for everyone. Having a team of support specialists ready when those customers reach out can prevent any frustration.
Using AI as a tool for customer support solutions can help teams save time handling urgent support requests. Here’s what customers think of AI support.
- 73% of consumers believe AI can have a positive impact on their customer experience.
- About 69% of consumers ask bots a wider range of questions, although 78% of consumers end up needing to connect with a human agent.
- Using AI on customer support can deliver exceptional experiences, with an average 33% increase in customer sentiment.
- 72% of customers agree that if a customer service representative used AI technology that coaches them to have better conversational skills in real-time, they would have better experiences or service interactions.
- Customer support automation using digital services and tools, including chatbots and self-serve solutions is a powerful way to reduce operational costs as much as 40% and provide 24/7 service to customers.
- 50% of people no longer care if they’re interacting with a human or a bot as long as the service is efficient.
- 48% of consumers in the 18-24 age group believe AI solutions make the customer experience better.
- About 58% of businesses boost live chat with chatbots to deliver faster replies and around 43% use FAQ bots to provide answers to repetitive questions.
Have you ever gotten stuck in a chatbot flow or needed to talk with someone more knowledgeable? It can be a frustrating experience for customers who can’t get immediate solutions. While AI can be used as a tool, it shouldn’t be the final solution for all customer support interactions. Being relieved to finally speak with a human is the same as waiting on hold for a lengthy time.
We hope that these statistics have provided valuable insights into customer expectations and actionable steps to implement them within your customer support operations.
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