Contact Center Knowledge Base Statistics 2024

Are you looking to add Contact Center Knowledge Base to your arsenal of tools? Maybe for your business or personal use only, whatever it is – it’s always a good idea to know more about the most important Contact Center Knowledge Base statistics of 2024.

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How much of an impact will Contact Center Knowledge Base have on your day-to-day? or the day-to-day of your business? Should you invest in Contact Center Knowledge Base? We will answer all your Contact Center Knowledge Base related questions here.

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On this page, you’ll learn about the following:

Best Contact Center Knowledge Base Statistics

Best Contact Center Knowledge Base Statistics

☰ Use “CTRL+F” to quickly find statistics. There are total 315 Contact Center Knowledge Base Statistics on this page 🙂

Contact Center Knowledge Base Market Statistics

Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. ^[0]
“Global call center AI market is expected to rise to an estimated value of $4.7 billion by 2026, registering a healthy CAGR in the forecast period of 2019. ^[1]
By 2024, the global market is expected to reach $407.1 billion, according to predictions by business intelligence firm Global Industry Analysts.”. ^[1]
As per the, marketers attain a 90% higher customer retention rate through omnichannel communication than a single channel. ^[2]
Businesses can grow revenues between 4% and 8% above their market when they prioritize better customer service experiences. ^[3]

Contact Center Knowledge Base Software Statistics

91% of customers would use an online knowledge base if it were available and tailored to their needs . ^[4]
29% of all businesses have installed live chat software to improve customer support and reduce the agent workload. ^[2]
According to our 2018 survey report, 91.1% of contact centres either have installed a knowledge base or have the software “on their wish list”, making it a mainstream technology within the industry. ^[5]

Contact Center Knowledge Base Latest Statistics

Teams using Help Scout are set up in minutes, twice as productive, and save up to 80% in annual support costs. ^[0]
68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. ^[0]
For 86%, good customer service turns onetime clients into long. ^[0]
An NPS Promoter score has a customer lifetime value thatâs 600% 1,400% higher than a Detractor. ^[0]
89% of consumers are more likely to make another purchase after a positive customer service experience. ^[0]
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. ^[0]
If the companyâs customer service is excellent, 78% of consumers will do business with them again after a mistake. ^[0]
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. ^[0]
Consumers who rate a companyâs service as âgoodâ are 38% more likely to recommend that company. ^[0]
83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. ^[0]
80% of companies use customer satisfaction scores to analyze customer experience and improve it. ^[0]
72% of companies believe they can use analytics reports to improve the customer experience. ^[0]
This is a 16.9% yearover year increase from its value of $6.5 billion in 2019. ^[0]
58% of American consumers will switch companies because of poor customer service. ^[0]
65% of customers said they have changed to a different brand because of a poor experience. ^[0]
After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. ^[0]
(Nearly 80% will forgive a bad experience if they rate the service team as âvery good.â). ^[0]
78% of customers have backed out of a purchase due to a poor customer experience. ^[0]
60% of customers define âimmediateâ as 10 minutes or less. ^[0]
More than 70% of consumers believe that companies should collaborate on their behalf so they donât have to repeat information to different representatives. ^[0]
90% of consumers worldwide consider issue resolution as their most crucial customer service concern. ^[0]
70% of customers report that technology makes it simple to take their business to a competitor if needed. ^[0]
90% of Americans use customer service as a factor in deciding whether or not to do business with a company. ^[0]
71% of consumers believe that a quick response from a service team can drastically improve their customer experience. ^[0]
Almost 90% of customers report trusting a company whose service they rate as âvery good.â On the other hand, only 16% of those who give an âinferiorâ rating trust companies to the same degree. ^[0]
70% of the customerâs journey is based on how the customer feels they are being treated. ^[0]
53% of shoppers believe their feedback doesnât go to anyone who can act on it. ^[0]
Nearly 90% of consumers trust a company whose service theyâve rated as âvery goodâ to take care of their needs. ^[0]
With this level of response rate, 71% of younger consumers believe that their experience is drastically improved â and it snowballs from there. ^[0]
The second exciting statistic is that more than 70% of consumers believe that companies should collaborate on their behalf. ^[0]
Read on to find some jaw dropping customer service statistics around personalization 70% of customers say service agentsâ awareness of sales interactions is fundamental to keeping their business. ^[0]
80% of customers say the experience a company provides is just as necessary as its products or services. ^[0]
63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. ^[0]
59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. ^[0]
90% of people are more likely to trust a company if they have a firm privacy policy. ^[0]
Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. ^[0]
88% of people trust companies that vow not to share their personal information without permission. ^[0]
92% of customers appreciate companies giving them control over what information is collected about them. ^[0]
23% of businesses use social media as a tool to collect and analyze data. ^[0]
79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which theyâre immediately known and understood. ^[0]
56% of customers donât mind sharing their personal information in exchange for better service. ^[0]
On average, customer service agents only ask for a customerâs name 21% of the time. ^[0]
After all, about 90% of customers are more likely to trust you if youâve got a stellar privacy policy. ^[0]
While 50% of customers donât share their experiences on social media, 72% will talk about them in person. ^[0]
36% of consumers will share their customer service experience, whether good or bad. ^[0]
87% of consumers read online reviews for local businesses in 2020. ^[0]
72% of customers will share their good experiences with others. ^[0]
72% of customers will tell six or more people if they have a satisfying experience. ^[0]
94% of American customers will recommend a company whose service they rate as âvery good.â. ^[0]
67% of customers report a terrible customer experience as the reason for switching businesses. ^[0]
Only 13% of consumers will recommend a company whose customer service theyâve rated as âvery poor.â. ^[0]
50% of customers say they donât share their bad or good service experiences through social media. ^[0]
33% of consumers would recommend a brand that provides a quick but ineffective response. ^[0]
78% of customers who complain to a brand on Twitter expect a response within an hour. ^[0]
13% of customers tell 15 or more people if they have a negative experience. ^[0]
79% of customers who share their complaints online see their complaints ignored. ^[0]
Only 17% of consumers would recommend a brand that provides a slow but effective solution. ^[0]
Only 1 in 26 customers will tell a business about their negative experience; according to customer service facts, the rest simply leave. ^[0]
75% of customers desire a consistent experience, regardless of how they engage a company. ^[0]
The effectiveness of bots in resolving issues has fallen to 28%. ^[0]
American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. ^[0]
64% of customers want to shop with companies that can meet their needs in real. ^[0]
64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. ^[0]
A study has shown that more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives. ^[0]
More than 50% of customers across all age groups typically use the phone to reach out to a service team, making it the most used channel for customer service. ^[0]
63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. ^[0]
51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. ^[0]
28% of consumers say the most frustrating issue is information that is simple but hard to find. ^[0]
69% of consumers first try to resolve their issue independently, but less than onethird of companies offer self service options such as a knowledge base. ^[0]
66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. ^[0]
79% of American internet users are on Facebook, making it the most popular social media platform. ^[0]
95% of adults between the ages of 18 34 are likely to follow a brand through social media channels. ^[0]
52% of customer service teams use online chat or live support, compared to 81% of customers who use online chat or live support for communicating with a company. ^[0]
Nearly 70% of customers are irritated when their call is transferred from one department to another. ^[0]
33% of customers are most frustrated by having to wait on hold, and 33% are most frustrated by having to repeat themselves to multiple support reps. ^[0]
70% of unhappy customers whose problems are resolved are willing to shop with a business again. ^[0]
Nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. ^[0]
62% of customers would prefer to âhand out parking ticketsâ than wait in an automated phone tree for service or have to repeat themselves multiple times to different team members. ^[0]
35% of customers have become angry when talking to customer service. ^[0]
27% of Americans report that ineffective service is their number one customer service frustration. ^[0]
12% of Americans rate their number one service frustration as âlack of speed.â. ^[0]
72% of customers say that explaining their problems to multiple people is poor customer service. ^[0]
79% of consumers who used online feedback to complain about a poor customer experience were ignored. ^[0]
84% of customers report that their expectations had not been exceeded in their last interaction with customer service. ^[0]
78% of customers have given up on a transaction because of a negative customer experience. ^[0]
67% of customers end a call in frustration when they cannot reach a customer service representative. ^[0]
88% of highperforming service decision makers are investing significantly in agent training compared to only 57% of underperformers. ^[0]
83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. ^[0]
69% of high performing service agents actively look for situations to use artificial intelligence compared to only 39% of underperformers. ^[0]
A whopping 95% of consumers say that customer service is essential for brand loyalty, and 60% of consumers report having deserted a brand and switching to a rival company because of poor customer service. ^[0]
Call center statistics have placed it as high as 45%!. ^[0]
31% of consumers consider a knowledgeable agent to be the most crucial factor for a positive customer experience. ^[0]
Since 77% of consumers consider the difficulty of reaching an agent to be the biggest issue with customer service today, itâs worth investing in resolving it. ^[0]
89% of companies with âsignificantly above averageâ customer experiences perform better financially than their competitors. ^[0]
24% of consumers keep doing business with vendors for two or more years after a positive encounter. ^[0]
64% of U.S. consumers contacted customer service in 2017. ^[0]
73% of customers say they stay loyal to brands because of friendly customer service agents. ^[0]
73% of customers fall in love with a brand because of friendly customer service representatives. ^[0]
Thatâs between $30k and $45k in expenses for losing employees who were likely doing an excellent job. ^[0]
The typical level of difficult calls ranges from 10% to 20%, but the pandemic made customer experience statistics worse. ^[0]
The average company saw the percentage of calls scored as âdifficultâ by reps increase by more than 100%. ^[0]
Some of the companies in the study saw hold times grow by 34% and escalations increase by more than 68%, further highlighting the impact customer service has on businesses. ^[0]
One of the Tethr AI study companies provided customer service statistics that showed difficult interactions had a 6% chance of resulting in an upsell or cross. ^[0]
The chances are usually 80% when the customer service experience is excellent. ^[0]
Only about 4% of customers who leave or threaten to leave are enticed to stay by accepting a promo, down from the average of 20% in the past. ^[0]
89% of millennial use a search engine to find answers before making a call to get customer service. ^[4]
67% of them have increased their expectations in the past year regarding customer support. ^[4]
78% of millennial customers have moved their business somewhere else after one single poor customer service experience These numbers speak for themselves. ^[4]
70% of customers prefer to use a company’s website to get answers to their questions rather than use phone or email . ^[4]
31% of customers want instant online help, while 40 percent of them expect to receive assistance in less than 5 minutes . ^[4]
57% of calls come from customers who visited the company’s website first . ^[4]
36% of customers say companies should improve their Search functionality and website usability . ^[4]
51% of customers prefer technical support through a knowledge base . ^[4]
40% of customers prefer self service over human contact . ^[4]
Simply improving your Help section can reduce the number of calls by 5% . ^[4]
54% of companies offering web or mobile self service have seen an increase in their website traffic . ^[4]
5% growth in retention can increase profits by up to 95 percent . ^[4]
Self service is preferred by 67 percent of clients over engaging with a company representative.. ^[4]
By 2021, artificial intelligence will manage 15% of all customer support interactions, a 400% increase from 2017. ^[4]
“Cloud contact centers are 27% cheaper and experience 35% less downtime than their on. ^[1]
“59% of customers say that they have higher expectations for customer support than they had a year ago.”. ^[1]
“Only 26% of consumers responded positively when asked if they believe customer service centers provide great support, compared to 49% who did not.”. ^[1]
Call Center Turnover Rates Smallsized call centers 17% Mediumsized call centers 37% Large sized call centers 44%” – Michael Mahoney, Call Center Attrition Rates , Avoxi;. ^[1]
found that some 66 percent of their organizations were located in the U.S.”. ^[1]
“When asked what the most frustrating aspect of a customer service experience is, over a third of U.S. respondents (34%). ^[1]
“60% of agents agree that their company doesn’t always provide the technology that staff needs to address the challenges they face when helping customers. ^[1]
44% of agents lack the tools that are available to them and 34% believe they don’t have the right customer data available at the time of request.”. ^[1]
“Experiences that would make customers take their business elsewhere include unfriendly service (60%) and employees’ lack of knowledge (46%). ^[1]
“72% of consumers say that when contacting customer service they expect the agent to ‘know who they are, what they have purchased and have insights into their previous engagements.’”. ^[1]
“More than two thirds of those surveyed (68%). ^[1]
“A 1% improvement in First Call Response = $276,000 in annual operational savings for the average call center.”. ^[1]
59% of calls require identity verification, but only 3% of these are handled entirely through automated processes.”. ^[1]
“Forty six percent of global contact center decision makers project their contact centers to grow by 5% to 10% in the next 12 months, and 14% project growth of more than 10%.This approach is not economically sustainable.”. ^[1]
“Gartner Research shows that customers will handle 85% of their relationships with a company without ever interacting with another human by the year 2020.”. ^[1]
“An estimated $41 billion is lost by U.S. companies each year following a bad customer experience.”. ^[1]
Over 55% of customers consider customer service as a deciding factor when choosing a brand. ^[6]
These statistics will help you plan your next move for a better future according to the customer’s expectation 1. ^[6]
Consumers prefer the following channels phone (61%), email (60%), live chat (57%), online knowledgebase (51%), and “click to call” support automation (34%). ^[6]
Even with an omnichannel support system in place, voice support is still the most preferred mode of interaction with 61% as compared to email or others. ^[6]
59% of customers say that they have higher expectations for customer support than they had a year ago. ^[6]
When asked what the most frustrating aspect of a customer service experience is, over a third of U.S. respondents (34%). ^[6]
60% of agents agree that their company doesn’t always provide the technology that staff needs to address the challenges they face when helping customers. ^[6]
44% of agents lack the tools that are available to them and 34% believe they don’t have the right customer data available at the time of the request. ^[6]
59% of calls require identity verification, but only 3% of these are handled entirely through automated processes. ^[6]
More than two thirds of those surveyed (68%). ^[6]
An estimated $41 billion is lost by U.S. companies each year following a bad customer experience. ^[6]
Experiences that would make customers take their business elsewhere include unfriendly service (60%) and employees’ lack of knowledge (46%). ^[6]
54% of consumers feel that companies need to develop more innovative ideas for customer engagement. ^[2]
50% of the customers feel that there is a major need for improvements in the customer service and support offered by most companies. ^[2]
68% of customers expect the customer service team to demonstrate empathy. ^[2]
43% of customers prefer call centers and contact centers that offer bots to simplify customer service. ^[2]
60% of customers are open to using AI in customer engagement as it plays a significant role in resolving customer issues promptly. ^[2]
88% of the customers are more likely to share their online feedback about customer service experiences they’ve had. ^[2]
86% of the customers are highly research driven and make more informed choices than they did before 2020. ^[2]
93% of customer service teams believe that customer expectations are higher than before. ^[2]
88% of customers expect companies to accelerate digital initiatives due to the COVID pandemic. ^[2]
79% of the consumers believe that the experience a company provides is as important as its product or services. ^[2]
69% of customers expect more digital and personalized experiences from companies while getting products or services. ^[2]
44% of the customers feel that businesses need to incorporate technological solutions to make the customer’s life easier. ^[2]
Nearly 58% of consumers will end ties with a brand or business due to poor customer service. ^[2]
There’s been a 4% increase across the board in the number of businesses tracking customer satisfaction. ^[2]
52% of the call centers monitor online reviews and social media platforms to assess customer satisfaction. ^[2]
There’s been a 6% increase in the number of companies that track NPS to measure the customer satisfaction score. ^[2]
More companies are implementing a brand advocacy program – 5% more than the previous year. ^[2]
As per the current statistic, 67% of the companies have shown tremendous growth and business potential by collecting customer feedback. ^[2]
90% found it helpful in streamlining the call center operation. ^[2]
48% of customer service teams feel that creating a great customer experience is their topmost priority and the key to generating more revenue. ^[2]
45% of customer service teams believe that focusing on customer retention strategies should be their second most crucial work priority. ^[2]
17% of customer service teams think implementing a customer feedback program is among their top 10 priorities. ^[2]
42% of all businesses have incorporated a help desk system to improve customer experience and journey. ^[2]
86% of those companies believe that it boosts work productivity and builds customer loyalty. ^[2]
40% of businesses are incorporating self service functionalities like a knowledge base or FAQs section to resolve customer queries more efficiently. ^[2]
32% of all businesses are deploying a CRM system at the call centers to boost sales and enhance relationships with existing customers. ^[2]
28% of all businesses are using the ticketing system to streamline customer queries and facilitate better workflow. ^[2]
The 2020 Statista Report states that 87% of global organizations believe that AI will give them a competitive advantage. ^[2]
According to a 2020 Survey by Vox Media, 90% of North American businesses are likely to spend more on video conferencing in 2024 to improve the customer experience. ^[2]
The 2020 InterraIT Report reveals that 47% of organizations worldwide will use chatbots to simplify the customer journey, and around 40% will deploy virtual assistants. ^[2]
The 2021 Accenture Study on The Future Of Customer Conversation indicates AI and other emerging technologies will handle 70% of customer interactions by 2024. ^[2]
As per the 2020 Market Study, 66% of call center businesses are looking forward to investing in advanced analytics to provide a better customer journey. ^[2]
According to the Gartner Press Release 2021, organizations will adopt it more widely to reduce IT and support costs. ^[2]
More than 50% of the call centers expect the demand for artificial intelligence to grow in the next few years. ^[2]
Nearly 33% of call center employees feel that their company’s outsourcing footprint will increase in the future to tackle the problem of agent attrition. ^[2]
As per the 2021 Talkdesk Global Contact Center KPI Benchmarking Report, the average call abandonment rate of most call centers is 12%. ^[2]
As per the Zendesk Customer Experience Trends 2020 Report, nearly 60% of customers feel that a long wait time is the most frustrating aspect of any service experience. ^[2]
For example, an 80/30 call center service level means your agents try to answer 80% of all calls within 30 seconds. ^[2]
Nearly 60% of the customers agree that faster issue resolution is the most important aspect of good customer service. ^[2]
78% of customers agree on choosing a company again – even if the company has failed to deliver in the past – if they were extremely satisfied with their customer service and empathetic approach. ^[2]
You can include times in date ranges as well, separated with a space (“%20″ in the URI). ^[7]
When a company makes customers feel appreciated, 76% indicate they’ll keep their business with the brand, 80% say they will spend more with the brand, and 87% will recommend the brand to friends and family members. ^[8]
Companies that increased customer retention by 5% also increased their profits between 25%. ^[8]
Migrating to the cloud can improve call answer rates by 5%, while the Average Speed of Answer drops by as much as 50%. ^[8]
91% of businesses that moved to the cloud confirmed this fact. ^[8]
90% of contact centers that switched to the cloud did so for financial flexibility. ^[8]
An embarrassing 75% of a typical manual support call is spent searching for client account information. ^[8]
75% of consumers still prefer human interaction even as automated solutions improve. ^[8]
The fact that a whopping 75% of humans want to talk to humans is no big surprise. ^[8]
95% of consumers cite brand loyalty as being tied to customer service. ^[8]
56% of consumers cite automated telephone systems as the most frustrating aspect of poor customer service. ^[8]
The number of calls recorded as “difficult” spiked by more than 100% from the day a pandemic was declared by the WHO back in March of 2020. ^[8]
Call hold times increased by 34% during the pandemic. ^[8]
Calls escalated up the chain of command also rose by 68%. ^[8]
The number of messages sent by customers to businesses via Facebook increased by more than 100% between 2019 and 2020. ^[8]
70% of customers have a more favorable view of brands that offer or contact them with proactive customer service notifications. ^[8]
If you can, but haven’t figured out why and how then you should definitely make it a priority as 70% of your customers will love you for doing so. ^[8]
59% of customers have a more favorable view of brands that respond to customer service questions or complaints on social media. ^[8]
46% of customers expect a response within an hour for social media questions or complaints. ^[8]
76% of customers are calling on the phone when contact customer service. ^[8]
Despite bots and automation, conventional technologies like the telephone and email will account for 81.5% of the total contact center inbound interactions. ^[8]
92% of customers try to resolve an issue before contacting customer service. ^[8]
68% try to solve their issue on the company website or mobile app before reaching out to customer service. ^[8]
Out of the 92% who try to resolve issues by themselves, a total of 68% visits your website or app in doing so. ^[8]
One in three (36%). ^[8]
Monitoring your brand on different social media platforms is important as 50% of the details shared about your company exists on these platforms. ^[8]
Retention rate for athome agents is 80% versus 25% for in. ^[8]
If you haven’t noticed, we’re all doing it during this pandemic and we also might not want to come back to the office 100% once the pandemic is over. ^[8]
49% of consumers, on average, use three to five different communication channels to contact customer service. ^[8]
61% of callers feel that an interactive voice response system has a bad effect on the customer experience. ^[8]
The use of Instagram to message businesses increased by 75% during the pandemic. ^[8]
Likewise, Facebook Messenger experienced a 20% increase while the app Line gained 20%. ^[8]
75% of consumers look forward to a consistent experience across multiple engagement channels–social media, mobile, online, in person, or through the phone. ^[8]
73% will likely change brands if they don’t get it. ^[8]
89% of customers are retained by companies with strong omnichannel customer engagement. ^[8]
When a customer’s problem is resolved on the first call, only 1% is likely to go to a competitor as compared to 15% when the issue is not addressed sufficiently. ^[8]
80% of calls answered within 20 seconds represent the global metric for service level in a call center, while the average speed to answer is around 28 seconds. ^[8]
95.7% of contact center professionals view customer satisfaction as the most important call center metric. ^[8]
47% of customers say they’ll stop buying from a company if they have a subpar experience. ^[9]
The same study reveals that 76% of customers now say it’s easier than ever to take their business elsewhere. ^[9]
According to another recent study, 91% of customers who are unhappy with a brand will leave without complaining. ^[9]
70% of buying experiences are based on how the customer feels they are being treated. ^[9]
62% of customers say they share their bad experiences with others. ^[9]
The same study by Salesforce showed that 72% of customers will share their good experiences with others. ^[9]
That’s a full 10% more positives than negatives. ^[9]
Salesforce found that a great experience is key to setting up a regular customer, with 67% of people saying they’d pay extra to get it. ^[9]
For example 70% of customers say service agents’ awareness of sales interactions is very important to keeping their business. ^[9]
80% of customers say the experience a company provides is just as important as its products or services. ^[9]
59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. ^[9]
90% of people are more likely to trust a company if they have a strong privacy policy. ^[9]
88% of people trust companies that vow not to share their personal information without permission. ^[9]
92% appreciate companies giving them control over what information is collected about them. ^[9]
79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which they’re immediately known and understood. ^[9]
27% of Americans report that ineffective customer service is their number one frustration. ^[9]
Another 12% of Americans rate their number one frustration as “lack of speed”. ^[9]
72% of customers say that explaining their problems to multiple people is poor customer service. ^[9]
79% of consumers who used feedback to complain about poor customer experience online were ignored. ^[9]
33% of consumers would recommend a brand that provides a quick but ineffective response. ^[9]
Only 17% of consumers would recommend a brand that provides a slow but effective solution. ^[9]
Some of the highlights 66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. ^[9]
64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. ^[9]
63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. ^[9]
52% of customer service teams use online chat or live support, compared to 81% of customers who use online chat or live support for communicating with a company. ^[9]
51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. ^[9]
20% of customer service teams use voice activated personal assistants, compared to 54% of customers who use voice assistants to communicate with a company. ^[9]
Highlights include 88% of high performing service decision makers are making significant investments in agent training compared to only 57% of underperformers. ^[9]
83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. ^[9]
69% of high performing service agents are actively looking for situations to use artificial intelligence compared to only 39% of underperformers. ^[9]
Customer service statistics show that service teams are projected to increase their use of AI by 143% over the next 18 months. ^[9]
High performing service teams are 3.2 times more likely than underperformers to have a defined AI strategy. ^[9]
51% of agents without AI say they spend most of their time on mundane tasks, versus 34% of agents with AI. ^[9]
More financial services firms are adopting AI, with 41% using some form of AI compared to other sectors. ^[9]
For example, only 13% of education institutions are using AI. ^[9]
Only 9% of governments use AI chatbots as opposed to 42% of media and communications companies. ^[9]
Showing the highest projected growth rate, customer service teams in the travel and hospitality industry expect AI use to grow 187% over the next 18 months. ^[9]
Looking ahead, 82% of service decision makers say their company’s customer service must transform to stay competitive. ^[9]
62% plan to implement a cloud contact center within the next 18 months. ^[10]
53% of contact centers report into a Customer Experience Executive 70% experience a reduction in call volumes when chatbots are deployed Artificial intelligence in the contact center. ^[10]
You know how important customer experience is to the success of your company, but did you know that 90% of consumers use customer service and experience as a factor when deciding whether or not to buy from a business?. ^[11]
According to HubSpot Research , 62% of customers want to communicate with companies via email for customer service, 48% want to use the phone, 42% prefer live chat, and 36% like “Contact Us” forms. ^[11]
Research has shown that searches related to “how to” on YouTube are growing 70% year over year. ^[11]
90% of Americans use customer service as a factor in deciding whether or not to do business with a company. ^[3]
58% of American consumers will switch companies because of poor customer service. ^[3]
89% of consumers are more likely to make another purchase after a positive customer service experience. ^[3]
63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. ^[3]
If the company’s customer service is excellent, 78% of consumers will do business with a company again after a mistake. ^[3]
Consumers who rate a company’s service as “good” are 38% more likely to recommend that company. ^[3]
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. ^[3]
Roughly 50% of customers say they would switch to a new brand after one bad experience. ^[3]
After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. ^[3]
Nearly 80% will forgive a bad experience if they rate the service team as “very good.”. ^[3]
78% of customers have backed out of a purchase due to a poor customer experience. ^[3]
More than 50% of customers across all age groups typically use the phone to reach out to a service team, making it the most used channel for customer service. ^[3]
The effectiveness of bots in resolving issues has fallen to 28%. ^[3]
American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. ^[3]
79% of American internet users are on Facebook, making it the most popular social media platform. ^[3]
33% of customers are most frustrated by having to wait on hold. ^[3]
33% are most frustrated by having to repeat themselves to multiple support reps. ^[3]
In a similar study, nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. ^[3]
53% of shoppers believe their feedback doesn’t go to anyone who can actually act on it. ^[3]
36% of consumers overall will share their customer service experience, whether good or bad. ^[3]
94% of American customers will recommend a company whose service they rate as “very good.”. ^[3]
Only 13% of consumers will recommend a company whose customer service they’ve rated as “very poor.”. ^[3]
50% of customers say they don’t share their bad or good service experiences through social media. ^[3]
Nearly 90% of consumers trust a company whose service they’ve rated as “very good” to take care of their needs. ^[3]
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. ^[3]
89% of companies with “significantly above average” customer experiences perform better financially than their competitors. ^[3]
70% of the customer’s journey is based on how the customer feels they are being treated. ^[3]
Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. ^[3]
On average, customer service agents only ask for a customer’s name 21% of the time. ^[3]
71% of consumers believe that a quick response from your service team can drastically improve their customer experience. ^[3]
Almost 90% of customers report trusting a company whose service they rate as “very good.”. ^[3]
On the other hand, only 16% of those who give a “very poor” rating trust companies to the same degree. ^[3]
90% of customers rate an “immediate” response as important or very important when they have a customer service question. ^[3]
60% of customers define “immediate” as 10 minutes or less. ^[3]
More than 70% of consumers believe that companies should collaborate on their behalf, so that they don’t have to repeat information to different representatives. ^[3]
Nearly 70% of customers are irritated when their call is transferred from department to department. ^[3]
69% of consumers first try to resolve their issue on their own, but less than one third of companies offer self service options such as a knowledge base. ^[3]
An NPS® promoter score has a customer lifetime value that’s 600% 1400% higher than a detractor. ^[3]
Discussing this integration, Neil Hammerton, Founder and CEO of Natterbox, says “While we’ve had CRM platforms for many years, populating them is still a problem, with only 50% of CRM sales updates actually making their way into the platform.”. ^[5]

I know you want to use Contact Center Knowledge Base Software, thus we made this list of best Contact Center Knowledge Base Software. We also wrote about how to learn Contact Center Knowledge Base Software and how to install Contact Center Knowledge Base Software. Recently we wrote how to uninstall Contact Center Knowledge Base Software for newbie users. Don’t forgot to check latest Contact Center Knowledge Base statistics of 2024.

Reference

helpscout – https://www.helpscout.com/75-customer-service-facts-quotes-statistics/.
callminer – https://callminer.com/blog/call-center-statistics-you-should-know.
timedoctor – https://biz30.timedoctor.com/call-center-statistics/.
hubspot – https://blog.hubspot.com/service/customer-service-stats.
document360 – https://document360.com/blog/knowledge-base-statistics/.
callcentrehelper – https://www.callcentrehelper.com/introduction-knowledge-base-software-140353.htm.
novelvox – https://www.novelvox.com/blog/9-contact-center-statistic-you-cant-miss/.
8×8 – https://support.8×8.com/cloud-contact-center/virtual-contact-center/developers/8×8-contact-center-statistics-reporting-api.
omnicus – https://omnicus.com/blog/contact-center-statistics/.
salesforce – https://www.salesforce.com/blog/customer-service-stats/.
cisco – https://www.cisco.com/c/en/us/products/contact-center/index.html.
hubspot – https://www.hubspot.com/knowledge-base.

How Useful is Contact Center Knowledge Base

A contact center knowledge base is a centralized repository of information that is designed to help agents quickly find answers to customer queries. It contains a wealth of information ranging from product specifications, troubleshooting guides, frequently asked questions, and best practices for handling different types of customer issues. By providing agents with easy access to this information, organizations can empower their agents to deliver prompt and accurate customer service.

One of the key benefits of a contact center knowledge base is that it helps in reducing agent training time. Instead of having to rely solely on memorizing the vast amount of information needed to assist customers, agents can now simply refer to the knowledge base for the answers they need. This not only saves time but also ensures that agents are providing consistent and accurate information to customers.

Additionally, a contact center knowledge base improves the efficiency of customer service operations. With the ability to quickly search for information within the knowledge base, agents can resolve customer issues more effectively and in a timely manner. This leads to shorter call durations, reduced call abandonment rates, and ultimately, higher customer satisfaction levels.

Moreover, a knowledge base also plays a crucial role in improving agent productivity. Rather than spending time searching for information across various systems or escalating inquiries to supervisors, agents can independently find the answers they need in the knowledge base. This helps them to manage a greater volume of customer inquiries, leading to higher contact center efficiency levels.

Furthermore, a well-maintained contact center knowledge base can also contribute to improved customer experience. By ensuring that agents have access to accurate and consistent information, organizations can provide a seamless and personalized experience to customers. This, in turn, helps in building long-lasting customer relationships and loyalty.

In conclusion, it is evident that a contact center knowledge base is a valuable tool that can significantly enhance the effectiveness of contact center operations. By providing agents with easy access to a wealth of information, organizations can improve agent training time, efficiency, productivity, and ultimately, customer satisfaction levels. As customer expectations continue to evolve, having a robust knowledge base is essential for contact centers to stay competitive and deliver exceptional customer service.

In Conclusion

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Contact Center Knowledge Base Statistics 2024 – Everything You Need to Know