Customer Self-Service Statistics 2024 - Everything You Need to Know

Are you looking to add Customer Self-Service 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 Customer Self-Service statistics of 2024.

My team and I scanned the entire web and collected all the most useful Customer Self-Service stats on this page. You don’t need to check any other resource on the web for any Customer Self-Service statistics. All are here only 🙂

How much of an impact will Customer Self-Service have on your day-to-day? or the day-to-day of your business? Should you invest in Customer Self-Service? We will answer all your Customer Self-Service related questions here.

Please read the page carefully and don’t miss any word. 🙂

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

Best Customer Self-Service Statistics

Best Customer Self-Service Statistics

☰ Use “CTRL+F” to quickly find statistics. There are total 654 Customer Self-Service Statistics on this page 🙂

Customer Self-Service Benefits Statistics

The benefits of using Freshdesk 77% of businesses have seen an improvement in their workflows using Freshdesk. ^[0]

Customer Self-Service Usage Statistics

According to Stat Counter, 52% of all internet traffic now comes from mobile, with desktop usage on a trending decline. ^[1]

Customer Self-Service Market Statistics

The customer experience management market is estimated to be worth $14.9 billion by 2025. ^[2]
The Harris Poll Don’t discount mobile experiences, as fortyfive percent of the total U.S. e commerce market came from mobile commerce in 2020. ^[2]
By 2024,25%of companies plan to integrate marketing, sales, and customer experience into a single platform. ^[2]
Businesses can grow revenues between 4% and 8% above their market when they prioritize better customer service experiences. ^[3]
Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. ^[4]
While 72% of businesses say improving positive experiences is their top priority, only 63% of marketers prioritize implementing technology investments that will help them reach this goal. ^[5]
Walker Evolution 63% of marketers say that social media will become the top customer support channel by 2020. ^[5]
Mobile marketer 90% of customers say they have had poor experience seeking customer support on mobile. ^[6]
Online help desk software market is projected to reach USD 19.96 Million by 2028, growing at a CAGR of 10.65% from 2021 to 2028. ^[0]

Customer Self-Service Software Statistics

Online help desk software market is projected to reach USD 19.96 Million by 2028, growing at a CAGR of 10.65% from 2021 to 2028. ^[0]

Customer Self-Service Latest Statistics

It can lead to higher customer retention rates and increased profits ranging from 25% to 95%. ^[2]
On average, companies can improve the customer experience they offer and see revenue increase anywhere from 10. ^[2]
A mere 23% of customers rescinded negative reviews in return for compensation. ^[2]
More than 89% of companies see customer experience as a principal factor that drives customer loyalty and retention. ^[2]
The more complex the customer service issue – the more likely customers are to seek out an actual person on the phone (40%) or a faceto face interaction (23%). ^[2]
Millennials choose live chat as their preferred support channel, with 52% saying they would rather converse over text. ^[2]
The report found that 98% of Americans say they switch between devices in a single day. ^[2]
[SourceOracle] Forty seven percent of organizations expect to implement chatbots for customer support services in 2021. ^[2]
When customers contact a brand on Twitter, 53% expect a response within an hour. ^[2]
If customers make a complaint, that number jumps to 78%. ^[2]
Only 4.1% said they would wait as long as it took. ^[2]
60% of customers define “immediate” as ten minutes or less. ^[2]
Check out these top statistics that help explain why companies and consumers alike are leaning into self service 92% of online adults use search engines to find answers on the web. ^[7]
91% of survey respondents say they would use an online knowledge base if it were available and tailored to their needs. ^[7]
Across industries, fully 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. ^[7]
IBM Watson 67% of respondents prefer self service over speaking to a company representative. ^[7]
59% of surveyed banks and credit unions report that consumer self service is very important at their institution. ^[7]
40% of customers contact a call center after they have first looked for answers to their questions via self. ^[7]
We analyzed over 100 banks and credit unions between $500M and $1.5B in assets and found that just 1% of them have a dedicated support page. ^[7]
100% direct site visitors to call their call center. ^[7]
In fact, 86% of buyers are willing to pay more for a great customer experience. ^[1]
For example, c ustomers are willing to pay a price premium of up to 13% (and as high as 18%). ^[1]
49% of buyers have made impulse purchases. ^[1]
It’s because of these extremes why 88% of companies now prioritize customer experience in their contact centers. ^[1]
In fact, more than two thirds of companies now compete primarily on the basis of customer experience – up from only 36% in 2010!. ^[1]
In fact, our own research found that only 44% will increase the investment in their CX initiatives. ^[1]
In fact, in their 2020 report, PWC found that the number of companies investing in the omni channel experience has jumped from 20% to more than 80%. ^[1]
Adding to this, Adobe recently found that companies with the strongest omnichannel customer engagement strategies enjoy a 10% YO Y growth, a 10% increase in average order value and a 25% increase in close rates. ^[1]
For example, 57% of customers won’t recommend a business with a poorly designed website on mobile. ^[1]
And if a website isn’t mobile friendly, 50% of customers will stop visiting it, even if they like the business. ^[1]
So it comes as no surprise why 84% of companies who claim to be customer centric are now focusing on the mobile customer experience. ^[1]
However, for companies that aren’t, they’ve been slow to adapt to this trend – especially when it comes to customer support – as an overwhelming 90% of customers report having a poor experience when seeking customer support on mobile devices. ^[1]
According to Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people. ^[1]
On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more. ^[1]
In their future of CX report, PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. ^[1]
Today, 67% of customers prefer self service over speaking to a company representative. ^[1]
Furthermore, 91% of customers would use an online knowledge base, if it were available and tailored to their needs. ^[1]
In 2019, 25% of all customer interactions were automated through AI and machine learning. ^[1]
With 90% of companies now planning to deploy AI within 3 years, this number is expected to grow to 40% by 2024. ^[1]
Globally, In 2017,64%of Americans contacted some form of customer service. ^[8]
In 2017, Worldwide,67%of people believe that customer service as a whole is improving. ^[8]
52%of people around the globe believe that companies need to take action on feedback provided by their customers. ^[8]
75%of brands report that they are measuring customer engagement, but cannot define what it is. ^[8]
46%of global contact center decision makers project their contact centers to grow 5% 10% in the next year, and 14% project growth of more than 10%. ^[8]
A customer experience promoter has a lifetime value to a company that’s600 to 1,400%that of a detractor. ^[8]
67%of customers worldwide say that customer engagement levels have improved in the last 2 years. ^[8]
Across the globe, 33%of customers who abandoned a business relationship last year did so because personalization was lacking. ^[8]
48%of consumers expect specialized treatment for being a good customer. ^[8]
34%of companies are implementing “customer journey mapping” into their customer service. ^[8]
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.”. ^[8]
Brands are viewed more favorably by77%of consumers if they proactively invite and accept customer feedback. ^[8]
89%of consumers have switched to doing business with a competitor following a poor customer experience. ^[8]
70%of consumers say they have already made a choice to support a company that delivers great customer service. ^[8]
Service insight and knowledge is also key to a good experience according to62%of consumers. ^[8]
Service insight and knowledge is also key to a good experience according to Americans will pay17%more to do business with firms with great reputations when it comes to customer service. ^[8]
52%of consumers say they have made an additional purchase from a company after a positive customer service experience. ^[8]
Attracting a new customer is About one in three people (30%). ^[8]
About one in three people . ^[8]
A5%increase in customer retention can produce25%more profit. ^[8]
Globally, companies respond to customer service questions85%of the time. ^[8]
90%of customers are influenced by positive reviews when buying a product. ^[8]
Friendly employees or customer service representatives are what make a memorable experience that causes consumers to stick with a brand, for73%of customers. ^[8]
Increasing customer retention rates by5%increases profits by25% to 95%. ^[8]
The 67%of customer churn is preventable if firms resolve issues the first time they occur. ^[8]
27%of Americans report “lack of effectiveness” as their number one frustration with customer service. ^[8]
12%of Americans rate their number one frustration with customer service as “lack of speed.”. ^[8]
79%of consumers who shared complaints about poor customer experience online had their complaints ignored. ^[8]
91%of customers who are unhappy with a brand will just leave without complaining. ^[8]
56%of people around the world have stopped doing business with a company because of a poor customer service experience. ^[8]
47%of consumers have made the choice to switch to a different brand due to bad customer service within the last year. ^[8]
72%of consumers see having to explain their problem to multiple people as poor customer service. ^[8]
After a bad customer service experience,39%of customers will avoid a company for two years. ^[8]
44%of consumers say they have received the wrong answer from a customer service representative in the past. ^[8]
84%of millennials say that businesses are meeting or exceeding their service expectations. ^[8]
Millennials will pay21%more to do business with companies who excel at customer service. ^[8]
the 63%of millenials begin their customer service interactions online. ^[8]
74%of millennials report that their perception of a brand improves when it is clear the company responds to customers’ social media inquiries. ^[8]
Millennials use their mobile devices to contact customer service at a rate of43%. ^[8]
Millennials use their mobile devices to contact customer service at a rate of 31%of customers report reaching out to a company via Twitter. ^[8]
It’s estimated that45%of customer service requests over social media are acknowledged by the company. ^[8]
It’s estimated that 67%of customer service interactions can be handled by a dedicated community of core customers. ^[8]
29%of global companies prefer smartphones and mobile devices to traditional computers due to mobility. ^[8]
57%of customers would rather contact companies via digital media such as email or social media rather than use voice. ^[8]
disputes,40%of customers prefer talking to a real person over the phone. ^[8]
For more complicated interactions, such as payment disputes, 23%of consumers seek out a face to face interaction for complicated customer service issues like troubleshooting. ^[8]
88%of consumers are influenced by online customer service reviews when making a buying decision. ^[8]
86%of millennials say they are influenced by negative reviews when purchasing a product or service. ^[8]
33%of customers have contacted a company using Facebook and similar social channels. ^[8]
79%of millennials are more inclined to buy from brands that have a mobile responsive customer support portal. ^[8]
Out of all customer service engagements around the world in 2017,52%began online. ^[8]
Out of all customer service engagements around the world in 2017, 66%of consumers have used at least 3 different communication channels to contact customer service. ^[8]
Globally, only5%of customer service interactions begin with a face to face meeting. ^[8]
Globally, only 74%of Americans have used the landline to contact customer service. ^[8]
Over50%of companies report their most critical customer experience issue as being “providing a seamless experience across multiple channels.”Incite. ^[8]
It’s estimated that by 2020,85%of customer service interactions will be automated. ^[8]
It’s estimated that by 2020, Over60%of US consumers prefer an automated self service, such as a website or mobile app, for simple customer service tasks. ^[8]
30%of US consumers rate chatbot interactions as “very effective” in dealing with customer service issues. ^[8]
37%of customers report using an online virtual agent or chatbot from a website, and nearly that many have used a virtual agent or chatbot on a smartphone. ^[8]
30%of consumers say not being able to reach a real human is the most frustrating part of a bad customer service experience. ^[8]
77%of consumers report having used a self. ^[8]
79% say they expect organizations to provide self service support tools to help customers find answers without having to contact support. ^[9]
77% say that they view organizations more positively if they offer self service options for customers looking for support. ^[9]
83% say they would use an online community for self service support if it was available. ^[9]
92% say they would use a knowledge base for self service support if it was available. ^[9]
61% of customers will consider switching to a competitor after a bad customer experience. ^[9]
68% say that if the answer to their question doesn’t appear on the first page of Google, they will not navigate to the second page. ^[9]
79% say that they will purchase more products/ services from a company after a positive customer experience. ^[9]
64% of customers trust information provided by their peers more than information provided by an organization. ^[9]
77% say that offering poor self service support is worse than not offering any at all since it wastes time. ^[9]
72% say that how a website is designed is a good indicator of their credibility. ^[9]
62% say that an active and visible support community increases the likelihood of making a purchase. ^[9]
84% say that they try to solve support issues on their own before they contact customer support. ^[9]
68% say that after a bad customer experience, they’ll tell their friends and family about that experience. ^[9]
55% say that excellent peer reviews can boost their trust of an organization. ^[9]
53% say they will go on to write a positive review following a good customer experience. ^[9]
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]
Teams using Help Scout are set up in minutes, twice as productive, and save up to 80% in annual support costs. ^[4]
68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. ^[4]
For 86%, good customer service turns onetime clients into long. ^[4]
An NPS Promoter score has a customer lifetime value thatâs 600% 1,400% higher than a Detractor. ^[4]
89% of consumers are more likely to make another purchase after a positive customer service experience. ^[4]
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. ^[4]
If the companyâs customer service is excellent, 78% of consumers will do business with them again after a mistake. ^[4]
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. ^[4]
Consumers who rate a companyâs service as âgoodâ are 38% more likely to recommend that company. ^[4]
83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. ^[4]
80% of companies use customer satisfaction scores to analyze customer experience and improve it. ^[4]
72% of companies believe they can use analytics reports to improve the customer experience. ^[4]
This is a 16.9% yearover year increase from its value of $6.5 billion in 2019. ^[4]
58% of American consumers will switch companies because of poor customer service. ^[4]
65% of customers said they have changed to a different brand because of a poor experience. ^[4]
After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. ^[4]
(Nearly 80% will forgive a bad experience if they rate the service team as âvery good.â). ^[4]
78% of customers have backed out of a purchase due to a poor customer experience. ^[4]
60% of customers define âimmediateâ as 10 minutes or less. ^[4]
More than 70% of consumers believe that companies should collaborate on their behalf so they donât have to repeat information to different representatives. ^[4]
90% of consumers worldwide consider issue resolution as their most crucial customer service concern. ^[4]
70% of customers report that technology makes it simple to take their business to a competitor if needed. ^[4]
90% of Americans use customer service as a factor in deciding whether or not to do business with a company. ^[4]
71% of consumers believe that a quick response from a service team can drastically improve their customer experience. ^[4]
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. ^[4]
70% of the customerâs journey is based on how the customer feels they are being treated. ^[4]
53% of shoppers believe their feedback doesnât go to anyone who can act on it. ^[4]
Nearly 90% of consumers trust a company whose service theyâve rated as âvery goodâ to take care of their needs. ^[4]
With this level of response rate, 71% of younger consumers believe that their experience is drastically improved â and it snowballs from there. ^[4]
The second exciting statistic is that more than 70% of consumers believe that companies should collaborate on their behalf. ^[4]
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. ^[4]
80% of customers say the experience a company provides is just as necessary as its products or services. ^[4]
63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. ^[4]
59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. ^[4]
90% of people are more likely to trust a company if they have a firm privacy policy. ^[4]
Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. ^[4]
88% of people trust companies that vow not to share their personal information without permission. ^[4]
92% of customers appreciate companies giving them control over what information is collected about them. ^[4]
23% of businesses use social media as a tool to collect and analyze data. ^[4]
79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which theyâre immediately known and understood. ^[4]
56% of customers donât mind sharing their personal information in exchange for better service. ^[4]
On average, customer service agents only ask for a customerâs name 21% of the time. ^[4]
After all, about 90% of customers are more likely to trust you if youâve got a stellar privacy policy. ^[4]
While 50% of customers donât share their experiences on social media, 72% will talk about them in person. ^[4]
36% of consumers will share their customer service experience, whether good or bad. ^[4]
87% of consumers read online reviews for local businesses in 2020. ^[4]
72% of customers will share their good experiences with others. ^[4]
72% of customers will tell six or more people if they have a satisfying experience. ^[4]
94% of American customers will recommend a company whose service they rate as âvery good.â. ^[4]
67% of customers report a terrible customer experience as the reason for switching businesses. ^[4]
Only 13% of consumers will recommend a company whose customer service theyâve rated as âvery poor.â. ^[4]
50% of customers say they donât share their bad or good service experiences through social media. ^[4]
33% of consumers would recommend a brand that provides a quick but ineffective response. ^[4]
78% of customers who complain to a brand on Twitter expect a response within an hour. ^[4]
13% of customers tell 15 or more people if they have a negative experience. ^[4]
79% of customers who share their complaints online see their complaints ignored. ^[4]
Only 17% of consumers would recommend a brand that provides a slow but effective solution. ^[4]
Only 1 in 26 customers will tell a business about their negative experience; according to customer service facts, the rest simply leave. ^[4]
75% of customers desire a consistent experience, regardless of how they engage a company. ^[4]
The effectiveness of bots in resolving issues has fallen to 28%. ^[4]
American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. ^[4]
64% of customers want to shop with companies that can meet their needs in real. ^[4]
64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. ^[4]
A study has shown that more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives. ^[4]
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. ^[4]
63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. ^[4]
51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. ^[4]
28% of consumers say the most frustrating issue is information that is simple but hard to find. ^[4]
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. ^[4]
66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. ^[4]
79% of American internet users are on Facebook, making it the most popular social media platform. ^[4]
95% of adults between the ages of 18 34 are likely to follow a brand through social media channels. ^[4]
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. ^[4]
Nearly 70% of customers are irritated when their call is transferred from one department to another. ^[4]
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. ^[4]
70% of unhappy customers whose problems are resolved are willing to shop with a business again. ^[4]
Nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. ^[4]
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. ^[4]
35% of customers have become angry when talking to customer service. ^[4]
27% of Americans report that ineffective service is their number one customer service frustration. ^[4]
12% of Americans rate their number one service frustration as âlack of speed.â. ^[4]
72% of customers say that explaining their problems to multiple people is poor customer service. ^[4]
79% of consumers who used online feedback to complain about a poor customer experience were ignored. ^[4]
84% of customers report that their expectations had not been exceeded in their last interaction with customer service. ^[4]
78% of customers have given up on a transaction because of a negative customer experience. ^[4]
67% of customers end a call in frustration when they cannot reach a customer service representative. ^[4]
88% of highperforming service decision makers are investing significantly in agent training compared to only 57% of underperformers. ^[4]
83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. ^[4]
69% of high performing service agents actively look for situations to use artificial intelligence compared to only 39% of underperformers. ^[4]
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. ^[4]
Call center statistics have placed it as high as 45%!. ^[4]
31% of consumers consider a knowledgeable agent to be the most crucial factor for a positive customer experience. ^[4]
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. ^[4]
89% of companies with âsignificantly above averageâ customer experiences perform better financially than their competitors. ^[4]
24% of consumers keep doing business with vendors for two or more years after a positive encounter. ^[4]
64% of U.S. consumers contacted customer service in 2017. ^[4]
73% of customers say they stay loyal to brands because of friendly customer service agents. ^[4]
73% of customers fall in love with a brand because of friendly customer service representatives. ^[4]
Thatâs between $30k and $45k in expenses for losing employees who were likely doing an excellent job. ^[4]
The typical level of difficult calls ranges from 10% to 20%, but the pandemic made customer experience statistics worse. ^[4]
The average company saw the percentage of calls scored as âdifficultâ by reps increase by more than 100%. ^[4]
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. ^[4]
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. ^[4]
The chances are usually 80% when the customer service experience is excellent. ^[4]
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. ^[4]
The Data Point 87% of customers think brands need to put more effort into providing a consistent experience. ^[5]
Zendesk Evolution 70% of customers say understanding how they use products and services is very important to winning their business. ^[5]
In the stats 74% of people are likely to switch brands if they find the purchasing process too difficult. ^[5]
Forrester Evolution 75% of brands report that they are measuring customer engagement, but cannot define what it is Esteban Kolsky How many customer service channels should a company have and which channels are the most valued by customers?. ^[5]
81% of retail businesses say they depend on email for customer acquisition, while 80% rely on it for customer retention. ^[5]
The Data Point 85% of small and medium business. ^[5]
More than six in ten U.S. consumers say that their goto channel for simple inquiries is a digital self serve tool such as a website (24%), mobile app (14%), voice response system (13%) or online chat (12%). ^[5]
In the stats 55% of customer requests for service on social media are not acknowledged. ^[5]
Esteban Kolsky Black Belt Machine Learning 84% of social media service interactions are escalated to other channels. ^[5]
Esteban Kolsky Black Belt Machine Learning Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, compared with 33% for companies with weak omnichannel strategies. ^[5]
Aberdeen Group Inc Black Belt Machine Learning 61% of customers have not been able to easily switch from one channel to another when interacting with customer service. ^[5]
In The Stats 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. ^[5]
The Data Point 65% of companies provide effective tools and training to their agents to gain trust with their customers. ^[5]
Peppers and Rogers Group Evolution Over 35% of customers expect to be able to contact the same customer service representative on any channel. ^[5]
In The Stats 42% of customers are put off by rude or unhelpful customer service staff. ^[5]
Evolution 72% of customers blame their bad customer service interaction on having to explain their problem to multiple people. ^[5]
In the stats Speed of response (89%), speed of resolution (89%), and friendliness of representative (82%). ^[5]
In the stats More than 80% of customer chat sessions can be resolved by a chatbot. ^[5]
The Average Annual Turnover Rate for a customer service representative was 29% in 2016. ^[5]
75% of customers believe it takes too long to reach a live agent. ^[5]
About one in three people (30%). ^[5]
After a positive customer experience, 69% would recommend the company to others, and 50% would use the business more frequently. ^[5]
The Data Point Customers who had the best past experiences spend 140% more compared to those who had the poorest past experience. ^[5]
Harvard Business Review Evolution 8 in 10 Americans (81%). ^[5]
In The Stats Highly engaged customers buy 90% more frequently, spend 60% more per transaction, and have 3 times the annual value compared to other customers. ^[5]
Rosetta Evolution Highly engaged customers are 6x more likely to say they would try a new product or service from the brand as soon as it comes out. ^[5]
In the stats 24% of consumers continue to seek out vendors two or more years after a good experience. ^[5]
In the stats 55% of customers become a customer of a company because of their reputation for great customer service. ^[5]
RightNow Black Belt Machine Learning 73% of customers say that valuing their time is the most important thing a company can do to provide them with good online customer service. ^[5]
Forrester Black Belt Machine Learning 75% of people would return to a company with excellent service and 56% would recommend it to family and friends. ^[5]
83% of consumers report that if companies could provide customers with better live or in person customer service, it would have impacted their decision to switch provider. ^[5]
Numbers A 10% increase in a company’s customer satisfaction score leads to a 12% increase in trust from customers. ^[5]
Institute of Customer Service Institute of Customer Service Throwing Numbers Measuring satisfaction on customer journeys is 30% more predictive of overall customer satisfaction than measuring happiness for each individual interaction. ^[5]
In The Stats 89% of consumers begin doing business with a competitor following a poor customer experience. ^[5]
79% of consumers who shared complaints about poor customer experience online had their complaints ignored. ^[5]
Oracle Evolution 59% of 2534year olds share poor customer experiences online. ^[5]
In The Stats 41% of consumers who had a very bad experience start spending less with the company. ^[5]
Temkin Group Evolution 67% of customer churn is preventable if the customer issue was resolved at the first engagement. ^[5]
In the stats 5% of customers say they would go as far as informing the media of a bad customer experience. ^[5]
In the stats 80% of companies say they deliver “superior” customer service. ^[5]
When the same question is asked from customers, only 8% of people think these same companies are really delivering. ^[5]
Once a provider loses a customer, 68% of consumers will not go back. ^[5]
49% of consumers say that feeling unappreciated is their number one reason for switching to a different solution. ^[5]
Throwing Numbers 67% of consumers list bad customer experience as one of the primary reasons for churning. ^[5]
American Express Throwing Numbers 30% of consumers say not being able to reach a real human is the most frustrating part of a bad customer service experience. ^[5]
In The Stats 86% of consumers are willing to pay up to 25% more for a better customer experience. ^[5]
An estimated $41 billion is lost by US companies each year following a bad customer experience. ^[5]
Evolution A 5% increase in customer retention rates can increase a company’s profitability by 75%. ^[5]
In The Stats Three out of four (74%). ^[5]
As a group, millennials are willing to spend the most for great care (21% additional). ^[5]
In the stats 65% of companies are able to successfully upsell or cross sell to existing customers. ^[5]
Harvard Business Review Black Belt Machine Learning 84% of organizations working to improve customer service report an increase in revenue. ^[5]
Dimension Data Black Belt Machine Learning 86% of consumers are willing to pay more for an upgraded experience. ^[5]
In The Stats 86% of B2B executives prefer using self service tools for reordering, over talking to a sales representative. ^[5]
The Data Point Close to half (48%). ^[5]
Today Evolution About half (45%). ^[5]
In The Stats 73% of customers want the ability to solve product/service issues on their own. ^[5]
Aspect Evolution More than half (53%). ^[5]
In the stats 55% of consumers fall in love with a brand when that brand offers “easy access to information and support”. ^[5]
Accenture Black Belt Machine Learning 90% of consumers have used self service systems to find answers to their questions. ^[5]
Nuance Black Belt Machine Learning 51% of customers prefer technical support through a knowledge base. ^[5]
Econsultancy Throwing Numbers 91% of customers would use an online knowledge base if it were available and tailored to their needs. ^[5]
By 2020, 85% of the customer company relationship will be managed with no human interaction. ^[5]
In The Stats 69% will use online communities as a support channel by 2020. ^[5]
CXM World Evolution 25% of Customer Service Operations will use virtual customer assistants or chatbot technology by 2020. ^[5]
In the stats It’s predicted that by 2020, the average person will have more conversations with bots than with their spouse. ^[5]
The Economist Black Belt Machine Learning 91% of retailers plan to offer order visibility across channels within the next three years. ^[5]
By the end of 2020, 81% of retailers will deploy unified commerce platforms, to support commerce across the enterprise’s stores, mobile users and the web. ^[5]
During the survey, 88 percent of respondents from the United States stated that they expect brands or organizations to have a self. ^[10]
76% of consumers say they view customer service as the true test of how much a company values them. ^[11]
90% of consumers now expect a brand or organization to offer a selfservice customer support portal; 60% of consumers have a more favorable view of the brand if their selfservice offering is mobile. ^[11]
73% of consumers want the ability to solve product/service issues on their own; one third say they’d ‘rather clean a toilet’ than speak with customer service. ^[11]
According toNewVoiceMedia, an estimated $41 billion is lost by U.S. companies alone each year due to poor customer service. ^[11]
77% of US online adults say that valuing their time is the most important thing a company can do to provide them with good service. ^[11]
45% of customers can’t remember having a recent successful customer experience. ^[11]
Only great product quality ranked equally high as these satisfying customer service experiences at 25%. ^[11]
60% of UK consumers prefer a balance of price and service and will not accept low service levels in exchange for a lower priced product. ^[11]
97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand. ^[11]
62% of global consumers have stopped doing business with a brand or organization due to a poor customer service experience. ^[11]
The Definitive Guide to Measuring Marketing Performance) 60% of consumers have higher expectations for customer service now than they did just one year ago. ^[11]
Nearly 80% of contact centers say their current customer service systems won’t meet their future needs. ^[11]
Facilitating interdepartmental collaboration will likely be a top priority for companies in 2024. ^[12]
54% of customers have higher expectations for customer service today compared to one year ago. ^[6]
This percentage jumps to66% for consumers aged from 18 to 34 years old. ^[6]
Microsoft Gartner predicts that 89% of businesses are expected to compete mainly on customer experience. ^[6]
Gartner Gartner have also predicted that by 2019 more than 50% of organizations will redirect their investments to customer experience innovations. ^[6]
Worldwide, 67% of people believe that customer service as a whole is improving. ^[6]
In 2017, 64% of Americans contacted some form of customer service. ^[6]
Statista 52% of people around the globe believe that companies need to take action on feedback provided by their customers. ^[6]
Around the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. ^[6]
A customer experience promoter has a lifetime value to a company that’s 600 to 1,400% that of a detractor. ^[6]
34% of companies are implementing “customer journey mapping” into their customer service. ^[6]
70% of consumers say they have already made a choice to support a company that delivers great customer service. ^[6]
American Express Service insight and knowledge is also key to a good experience according to 62% of consumers. ^[6]
Americans will pay 17% more to do business with firms with great reputations when it comes to customer service. ^[6]
American Express 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. ^[6]
90% of customers are influenced by positive reviews when buying a product. ^[6]
More people read positive reviews of customer service online than negative ones by 6%.Zendesk. ^[6]
Gartner predicts that by 2019, more than 50% of organizations will redirect their investments to customer experience innovations. ^[6]
With 89% of businesses soon to be expected to compete mainly on customer experience, organizations that take customer experience seriously will stand out from the noise and win loyal customers. ^[6]
Gartner 99% of Customer Experience and Success leaders believe Customer Experience Management has a positive impact on their business. ^[6]
87% of organizations agree traditional experiences no longer satisfy customers. ^[6]
Temkin Group 67% of consumers and 74% of business buyers say they’ll pay more for a great experience. ^[6]
By 2020, more than 40% of all data analytics projects will relate to an aspect of customer experience. ^[6]
65% of companies measure NPS compared with 44% that measure CSAT and 14% that measure. ^[6]
CES.Lumoa Organizations that lead in CX outperformed laggards on the S&P 500 index by nearly 80%.Qualtrics 84% of organizations working to improve CX report an increase in revenue. ^[6]
Salesforce Increasing customer retention rates by 5% increases profits by 25% to 95%.Harvard Business School. ^[6]
Customers who had a very good experience are 3.5x more likely to repurchase and 5x more likely to recommend the company to friends and relatives than if they had a very poor experience. ^[6]
95% of customers tell others about a bad experience and 87% share good experiences. ^[6]
67% of customer churn is preventable if firms resolve issues the first time they occur. ^[6]
33% of customers who abandoned a business relationship last year did so because personalization was lacking. ^[6]
Accenture 68% of customers believe the key to great customer service is a polite customer service representative. ^[6]
American Express 48% of consumers expect specialized treatment for being a good customer. ^[6]
Accenture 89% of consumers have switched to doing business with a competitor following a poor customer experience. ^[6]
According to Esteban Kolsky, if a customer is not satisfied, 13% of them will tell to 15 or even more people that they are unhappy. ^[6]
On the other hand, 72% of customers will share a positive experience with 6 or more people. ^[6]
67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain. ^[6]
Salesforce 63% CX professionals use customer feedback to prioritize investment in better products, services and customer experiences. ^[6]
79% of consumers who shared complaints about poor customer experience online had their complaints ignored. ^[6]
12% of Americans rate their number one frustration with customer service as “lack of speed.”Statista. ^[6]
27% of Americans report “lack of effectiveness” as their number one frustration with customer service. ^[6]
Statista 56% of people around the world have stopped doing business with a company because of a poor customer service experience. ^[6]
47% of consumers have made the choice to switch to a different brand due to bad customer service within the last year. ^[6]
After a bad customer service experience, 39% of customers will avoid a company for two years. ^[6]
91% of customers who are unhappy with a brand will just leave without complaining. ^[6]
Millennials will pay 21% more to do business with companies who excel at customer service. ^[6]
63% of millenials begin their customer service interactions online. ^[6]
86% of millennials say they are influenced by negative reviews when purchasing a product or service. ^[6]
74% of millennials report that their perception of a brand improves when it is clear the company responds to customers’ social media inquiries. ^[6]
31% of customers report reaching out to a company via Twitter. ^[6]
66% of 1834year olds say their customer service expectations have risen in the last year. ^[6]
More than 65% of customers aged 18 44 use mobile to seek for service more than once a month. ^[6]
65% of people aged 18 34 believe social media is an effective channel for customer service, while 75% of people aged 55 and over do not. ^[6]
About one in three people (30%). ^[6]
57% of customers would rather contact companies via digital media such as email or social media rather than use voice. ^[6]
Ameyo Friendly employees or customer service representatives are what make a memorable experience that causes consumers to stick with a brand, for 73% of customers. ^[6]
For more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone. ^[6]
American Express 23% of consumers seek out a face to face interaction for complicated customer service issues like troubleshooting. ^[6]
American Express 88% of consumers are influenced by online customer service reviews when making a buying decision. ^[6]
68% of consumers say it increases their perception of a brand when companies send them proactive customer service notifications. ^[6]
90% of consumers expect an online portal for customer service. ^[6]
Globally, only 5% of customer service interactions begin with a face to face meeting. ^[6]
54% of customers used email customer service channels making it the most commonly used digital customer service channel. ^[6]
NICE inContact 84% of companies, who claim themselves to be customer centric focus on the mobile customer experience. ^[6]
75% of people complete surveys on their mobile. ^[6]
48% of consumers expect a response to social media questions and complaints within 24 hours. ^[6]
Both in the United States and world wide, 18% of customers expect a response from a company’s social media within one hour. ^[6]
A report by Aspect Software indicates 73% of customers want to solve product or service issues on their ownAspect Software. ^[6]
According to a Radial and CFI Group survey, 55% of customers are likely to use Visual IVR when given the option. ^[6]
50% of customers think it’s important to solve product or service issues themselvesZendesk. ^[6]
70% of customers expect a company’s website to include a self. ^[6]
63% of customers are happy to be served by a chatbot, if there is an option to escalate the conversation to a human. ^[6]
It’s estimated that by 2020, 85% of customer service interactions will be automated. ^[6]
Ameyo Over 60% of US consumers prefer an automated self service, such as a website or mobile app, for simple customer service tasks. ^[6]
American Express 30% of US consumers rate chatbot interactions as “very effective” in dealing with customer service issues. ^[6]
77% of consumers report having used a self. ^[6]
Only 12% of Americans say they cannot find the information they need in self. ^[6]
Oracle 31% of organizations have already invested in technology like AI to outpace the competition. ^[6]
76% of collaboration leaders are investing or expanding their emerging technology investment. ^[6]
26% of companies leading financially use CX technologies, compared to 7% of laggards. ^[6]
Case studies OneCard’s journey of providing seamless customer service to 2 million+ users through efficient Knowledge Management 46% reduction in call volume of leading Telco by Knowmax 73% transactions of a leading Telco handled by Knowmax AI chatbots. ^[13]
We have achieved a 12% increase in FCR. ^[13]
Knowmax has transformed our CX function and helped us increase our C SAT scores by 28%. ^[13]
93% of customer service teams say customers have higher expectations than ever before. ^[14]
58% of consumers say their customer service expectations are higher than they were a year ago. ^[14]
75% of consumers say the pandemic will drive long term changes in their behavior. ^[14]
50% of consumers say the pandemic caused them to rethink their purpose and priorities. ^[14]
75% of consumers say customer service worsened during the pandemic. ^[14]
78% of consumers have contacted a company multiple times to address a single concern. ^[14]
53% of support teams have seen an increase in support queries since the start of the pandemic. ^[14]
55% of customer service teams report an increased customer preference for interacting over digital channels. ^[14]
45% of customers are more likely to use self service than before the pandemic. ^[14]
22% of contact centers say improving selfservice is their number one priority going forward. ^[14]
87% of contact center agents report high or very high stress levels at their call centers. ^[14]
70% of customer service employees want to continue working from home. ^[14]
47% of customers say they’ll stop buying from a company if they have a subpar experience. ^[15]
The same study reveals that 76% of customers now say it’s easier than ever to take their business elsewhere. ^[15]
According to another recent study, 91% of customers who are unhappy with a brand will leave without complaining. ^[15]
70% of buying experiences are based on how the customer feels they are being treated. ^[15]
62% of customers say they share their bad experiences with others. ^[15]
The same study by Salesforce showed that 72% of customers will share their good experiences with others. ^[15]
That’s a full 10% more positives than negatives. ^[15]
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. ^[15]
For example 70% of customers say service agents’ awareness of sales interactions is very important to keeping their business. ^[15]
80% of customers say the experience a company provides is just as important as its products or services. ^[15]
59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. ^[15]
90% of people are more likely to trust a company if they have a strong privacy policy. ^[15]
88% of people trust companies that vow not to share their personal information without permission. ^[15]
92% appreciate companies giving them control over what information is collected about them. ^[15]
79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which they’re immediately known and understood. ^[15]
27% of Americans report that ineffective customer service is their number one frustration. ^[15]
Another 12% of Americans rate their number one frustration as “lack of speed”. ^[15]
72% of customers say that explaining their problems to multiple people is poor customer service. ^[15]
79% of consumers who used feedback to complain about poor customer experience online were ignored. ^[15]
33% of consumers would recommend a brand that provides a quick but ineffective response. ^[15]
Only 17% of consumers would recommend a brand that provides a slow but effective solution. ^[15]
Some of the highlights 66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. ^[15]
64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. ^[15]
63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. ^[15]
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. ^[15]
51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. ^[15]
20% of customer service teams use voice activated personal assistants, compared to 54% of customers who use voice assistants to communicate with a company. ^[15]
Highlights include 88% of high performing service decision makers are making significant investments in agent training compared to only 57% of underperformers. ^[15]
83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. ^[15]
69% of high performing service agents are actively looking for situations to use artificial intelligence compared to only 39% of underperformers. ^[15]
Customer service statistics show that service teams are projected to increase their use of AI by 143% over the next 18 months. ^[15]
High performing service teams are 3.2 times more likely than underperformers to have a defined AI strategy. ^[15]
51% of agents without AI say they spend most of their time on mundane tasks, versus 34% of agents with AI. ^[15]
More financial services firms are adopting AI, with 41% using some form of AI compared to other sectors. ^[15]
For example, only 13% of education institutions are using AI. ^[15]
Only 9% of governments use AI chatbots as opposed to 42% of media and communications companies. ^[15]
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. ^[15]
Looking ahead, 82% of service decision makers say their company’s customer service must transform to stay competitive. ^[15]
53% is not a dominating majority, though, so you still need to make it easy for customers to contact you. ^[16]
According to IDC, 85% of enterprise decision makers say they have a time frame of two years to make significant inroads into digital transformation or they will fall behind their competitors and suffer financially. ^[17]
A customer experience promoter has a lifetime value to a company that’s 600 to 1,400% that of a detractor. ^[18]
46% of decisionmakers in global contact centers expect their business to grow 5 10% in the next year, while 14% project a massive growth of more than 10%. ^[18]
Around 54% of all consumers globally say they have higher customer service expectations than they did just one year ago. ^[18]
Worldwide, 67% of people believe that customer service as a whole is improving. ^[18]
In 2017, 64% of customers in the United States connected with some form of customer service. ^[18]
56% of people around the globe believe that companies need to take action on feedback provided by their customers. ^[18]
81% of Americans report that businesses are either meeting or exceeding expectations when it comes to customer service. ^[18]
40% of all Americans believe that businesses have begun to better focus their attention on customer service. ^[18]
75% of brands report that they are measuring customer engagement, but cannot define what it is. ^[18]
60% of customer service teams deliver support across three or more channels. ^[18]
When it comes to making a purchase, 64% of people find customer experience more important than price. ^[18]
The majority (66%). ^[18]
Out of all customer service engagements around the world in 2017, 52% began online. ^[18]
67% of customer service interactions can be handled by a dedicated community of core customers. ^[18]
90% of consumers expect an online portal for customer service. ^[18]
88% of consumers are influenced by online customer service reviews when making a buying decision. ^[18]
68% of consumers say that a brand’s perception becomes positive when companies send proactive customer service notifications to them. ^[18]
86% of millennials say they are influenced by negative reviews when purchasing a product or service. ^[18]
23% of consumers seek faceto face interactions for complicated customer service issues like troubleshooting. ^[18]
57% of customers would rather contact companies via digital media such as email than use voice. ^[18]
For more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone. ^[18]
74% of Americans have used the landline to contact customer service. ^[18]
Globally, only 5% of customer service interactions begin with a faceto. ^[18]
79% among millennials are more inclined to buy from brands that have a mobile responsive customer support portal. ^[18]
29% of global companies prefer smartphones and mobile devices to traditional computers due to mobility. ^[18]
66% of consumers have used at least 3 different communication channels to contact customer service. ^[18]
33% of customers have contacted a company through Facebook or similar social channels. ^[18]
44% of consumers say they received the wrong answer from a customer service representative in the past. ^[18]
72% of consumers consider it poor customer service if they had to explain their problem to multiple people. ^[18]
47% of consumers have made the choice to switch to a different brand due to bad customer service within the last year. ^[18]
After a bad customer service experience, 39% of customers will avoid a company for two years. ^[18]
91% of customers who are unhappy with a brand will just leave without complaining. ^[18]
79% of consumers who shared complaints about poor customer experience online had their complaints ignored. ^[18]
56% of people around the world have stopped doing business with a company because of poor customer service experience. ^[18]
67% of customer churn is preventable if firms resolve issues the first time they occur. ^[18]
12% of Americans rate their number one frustration with customer service as “lack of speed.”. ^[18]
27% of Americans report “lack of effectiveness” as their number one frustration with customer service. ^[18]
68% of customers said that a pleasant representative was key to their recent positive service experiences. ^[18]
75% of customers believe it takes too long to reach a live agent. ^[18]
69% of online adults in the US shop more with retailers that offer consistent customer service both online and offline. ^[18]
you notes to half of all recent firsttime donors, 38% of people who received a thank you note were more likely to give again than those who didn’t receive one. ^[18]
Globally, companies respond to 85% of customer service questions. ^[18]
Friendly customer service representatives, who create a memorable experience, encourage 73% of customers to stick with a brand. ^[18]
90% of customers are influenced by positive reviews when buying a product. ^[18]
Positive reviews of customer service online are read 6% more than negative ones. ^[18]
52% of consumers say they have made an additional purchase from a company after a positive customer service experience. ^[18]
Service insight and knowledge is also key to a good experience according to 62% of consumers. ^[18]
68% of customers believe a polite customer service representative is the key to great customer service. ^[18]
70% of consumers say they have already made a choice to support a company that delivers great customer service. ^[18]
About one in three people (30%). ^[18]
A 5% increase in customer retention can produce 25% more profit. ^[18]
Increasing customer retention rates by 5% boost profits by 25% to 95%. ^[18]
Companies that excel in customer experience drive revenues 4% to 8% higher than their peers. ^[18]
79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%). ^[18]
Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. ^[18]
72% of consumers say that when contacting customer service they expect the agent to “know who they are, what they have purchased and had insights into their previous engagements.”. ^[18]
67% of customers worldwide say that customer engagement levels have improved in the last 2 years. ^[18]
89% of consumers have switched to doing business with a competitor following a poor customer experience. ^[18]
33% of customers who abandoned a business relationship last year did so because personalization was lacking. ^[18]
48% of consumers expect specialized treatment for being a good customer. ^[18]
Brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback. ^[18]
34% of companies are implementing “customer journey mapping” into their customer service. ^[18]
84% of millennials say that businesses are meeting or exceeding their service expectations. ^[18]
63% of millennials begin their customer service interactions online. ^[18]
74% of millennials report that their perception of a brand improves when it is clear the company responds to customers’ social media inquiries. ^[18]
31% of customers report reaching out to a company via Twitter. ^[18]
Millennials use their mobile devices to contact customer service at a rate of 43%. ^[18]
66% of 1834year olds say their customer service expectations have increased in the past one year. ^[18]
Millennials will pay 21% more to do business with companies that excel at customer service. ^[18]
35% of US consumers report reaching out to business over social media at some point in 2017. ^[18]
Globally, 18% of customers expect a response from a company’s social media within one hour. ^[18]
48% of consumers expect a response to social media questions and complaints within 24 hours. ^[18]
Among those Americans who have sent customer service requests over social media, 84% report receiving a prompt response. ^[18]
33% of US consumers do not expect a response when asking a question of a company’s social media. ^[18]
33% of people aged 18 34 have contacted a company’s customer service via social media. ^[18]
55% of people aged 18 34 have praised a brand or its customer service over social media. ^[18]
65% of people aged 18 34 believe social media is an effective channel for customer service, while 75% of people aged 55 and over do not. ^[18]
Americans are more likely to post about good experiences on social media (53%) than sad experiences (35%). ^[18]
In 2017, 35% reported reaching out on social channels, up from 23% in 2014 and 17% in 2012. ^[18]
Of those who have used social media for a customer service concern, 84% say they have received a response or resolution, up significantly from 65% in 2014. ^[18]
It’s estimated that by 2020, 85% of customer service interactions will be automated. ^[18]
30% of US consumers rate chatbot interactions as “very effective” in dealing with customer service issues. ^[18]
37% of customers report using an online virtual agent or chatbot from a website, and nearly that many have used a virtual agent or chatbot on a smartphone. ^[18]
30% of consumers say not being able to reach a real human is the most frustrating aspect of a bad customer service experience. ^[18]
77% of consumers state that they have used a self. ^[18]
Only 12% of Americans say they cannot find the information they need in self. ^[18]
Over 60% of US consumers prefer an automated self service such as a website or mobile app for simple customer service tasks. ^[18]
Part 1 Statistics on the importance of customer service 69% of customers have stopped doing business with a brand because of a negative customer service experience. ^[0]
47% of US online adults say they will abandon their online purchase if they can’t find a quick answer to their question. ^[0]
When customers experience higheffort issue resolutions, they are 96% more likely to be disloyal to brands and 81% more likely to share negative wordof. ^[0]
Gartner 56% of customers say that they would be willing to pay a premium price for a product to get outstanding customer support. ^[0]
PR Newswire 47% of customers feel a brand is being their best on social media when they offer good customer service. ^[0]
Sprout Social 61% of customers have written a bad review about a brand after a negative customer service experience. ^[0]
ArenaCX 83% of customer service decision makers agree that their organizations view customer service as a strategically important function. ^[0]
If customers have effortless customer service interactions , they are 94% more likely to repurchase the product or service and there’s an 88% probability of increase in spend. ^[0]
When businesses go beyond mediocre customer service and give valuedriven customer service interactions, customers are 86% more likely to repurchase, 82% more likely to be retained, and 97% more likely to spread positive wordof mouth about your business. ^[0]
Statistics on the impact of Covid19 on customer service 50% of consumers report that Covid 19 has somewhat or greatly increased their prioritization of customer service as a factor when deciding to do business with a brand. ^[0]
Stella Connect 32% of consumers were patient with brands offering slow customer service during the pandemic. ^[0]
52% of customers stopped buying from a company during the pandemic as a result of their response times and insensitive communications. ^[0]
Freshworks Customers felt that 32% of companies with good customer service before the pandemic actually got worse over the past year. ^[0]
Over 40% of US customer service leaders have seen a fall in service quality, first response times and agent productivity. ^[0]
The New CX Mandate report Freshworks Over 50% of customer service leaders around the world feel that the mental health of their agents has suffered on the back of the crisis. ^[0]
73% of contact center leaders reported agent turnover to be one of the most significant problems for their contact center. ^[0]
Over 74% of customer service leaders globally have seen an increase in support volumes across digital channels. ^[0]
The New CX Mandate report Freshworks Customer service teams were operating with a 33% reduction in staff. ^[0]
22% of customers feel call center. ^[0]
Freshworks 52% of customers expect a quick resolution. ^[0]
Freshworks 64% of customers want a reply within an hour of posting on Twitter, and 85% of customers said they expect a company to respond within six hours. ^[0]
Social Stamina 80% of customers said they want quicker responses from companies. ^[0]
Freshworks 66% of US consumers agree that valuing their time is the most important thing a company can do to provide them with good online customer service. ^[0]
Forrester Opportunity Snapshot 75% of customers who use the phone for. ^[0]
Gartner 55% of customers want companies they care about to know more about them. ^[0]
Freshworks 87 percent of consumers say that a transparent source is important when making a purchase decision. ^[0]
EY 90% of consumers regard resolution as their most important customer service issue. ^[0]
56% of customers say a brand’s customer service often doesn’t match the image they portray. ^[0]
Freshworks About half of the consumers (49%). ^[0]
Freshworks 80% of customers want brands to be more honest. ^[0]
Freshworks 80% of buyers are more likely to make a purchase when brands offer personalized customer experiences Deconstructing Delight report Freshworks 63% of customers expect brands to consider their personal values when communicating. ^[0]
Nearly half (47%). ^[0]
Freshworks A 160% increase in the frequency of digital purchases was noticed globally since the pandemic. ^[0]
World Economic Forum 43% of customers have switched to digital channels due to convenience and availability. ^[0]
FACT Ecommerce sales rose by about 35 percent year over year since the onset of the pandemic, and online penetration remains about 30 percent higher than preCOVID. ^[0]
McKinsey Choice of communication channels 40% of customers expect brands to solve their problems in their channels of choice. ^[0]
Forrester Opportunity Snapshot 62% of customers are likely to use email as their preferred communication channel followed by live chat at 43%. ^[0]
Finances online 31% of customers pick email as the preferred channel for making a complaint and 28% of them use it to track their order. ^[0]
Freshworks FACT By 2024, it is predicted that messaging will be the number one B2C communication channel, making up 61% of total interactions. ^[0]
Hubtype 64% of shoppers surveyed want mobile and contactless pickup options, with 79% saying contactless store pickup is very important. ^[0]
Digital Commerce 360 55.4% of internet users use their mobile phones to purchase products online and 69.4% say they use shopping apps on their mobile devices. ^[0]
53% of the respondents said they are more likely to buy from a company that provides customer service via chat on WhatsApp or Facebook Messenger than one that does not. ^[0]
56% of organizations say their mobile messaging apps perform well in improving customer engagement. ^[0]
61% of customers don’t want to install a new app or migrate to a new messaging platform just to communicate with a business. ^[0]
CX Today 38% of customers expect agents to know who they are and the context of their query immediately. ^[0]
Forrester Opportunity Snapshot 23% of customer service decision makers agree that agents can’t see a customer’s past interaction with their service channels. ^[0]
Notable customer service trends in 2024 54% percent of customer service leaders state that growing the business is the top priority for 2024, followed by improving operational excellence (45%). ^[0]
Gartner 41% of decision makers who consider CX a critical priority want to specifically improve the speed of customer service. ^[0]
The Future of CX 2024 report Freshworks In the US, 78% of leaders are investing more in selfservice, allowing customers to help themselves with selfhelp portals and AI. ^[0]
54% of customer service leaders say shifting from reactive to proactive service is a key activity to focus on in 2024. ^[0]
40% of customer service decision makers say customer satisfaction scores are their most commonly used customer service metric, followed by first response time (36%) and customer effort score (31%). ^[0]
Only 1 in 3 customer service reps are engaged in their jobs and about 38% of service reps are disengaged in their roles. ^[0]
Globally, 63.7% of customer service leaders are women. ^[0]
Zippia 8 out of 10 contact centers plan to grow their workforces in 2024 and 50% of them are creating new roles in contact centers. ^[0]
65% of service leaders predict remote or hybrid work models in the future. ^[0]
51% of customer service leaders found the transition to work from home actually improved their employees’ engagement. ^[0]
Gartner 35% of contact center leaders now think that their contact centers will become mainly homeworking. ^[0]
CustomerThink 66% of companies not using the cloud today are planning to accelerate their move to the cloud as a result of the pandemic. ^[0]
Cloud tech services are expected to be utilized by 90% of global organizations by 2024. ^[0]
56% of technology and business leaders believe that optimization of technology costs is the biggest benefit of cloud computing. ^[0]
Vanilla Forums 39% of customers say they can resolve issues much quicker using self service options than other customer service channels. ^[0]
Freshworks 77% say that offering poor self service support is worse than not offering any at all since it wastes time. ^[0]
Only 13% of customers are fully able to resolve their issues through self service as the only channel. ^[0]
Gartner 65% of customer service decision makers want to invest in chatbots to drive operational efficiencies and customer satisfaction. ^[0]
Forrester Opportunity Snapshot Brands have reported a 7% increase in CSAT scores as a result of successful bot implementations. ^[0]
39% of customers would rather use self service options than have to speak to a company using any other channel. ^[0]
81% of customer service leaders are investing 36% more in live chat & messaging. ^[0]
The New CX Mandate report Freshworks Live chat is used by 67% of B2C businesses solely for customer support. ^[0]
42% of US online buyers said it was important for retailers to offer live online chat on their websites. ^[0]
Over 85% of businesses will offer live chat support by 2024. ^[0]
Businesses have seen a 20% reduction in call volumes by using Apple Business Chat. ^[0]
The Future of CX 2024 report Freshworks Messaging channels prove to slash up to 60% of costs per customer interaction. ^[0]
Freshworks Over 80% consider bots and AI robotic automation to be an important function of the contact center. ^[0]
53% of organizations don’t believe they offer effortless experiences that make it easy for customers to handle their issues/requests and 7.6% of companies are shifting their budget to technology to overcome the challenge. ^[0]
Gartner 44% of businesses state that modernizing service systems is the biggest challenge to delivering high. ^[0]
The key reasons businesses move to Freshdesk 70.5% businesses move to Freshdesk to gain better visibility with the ability to assign, prioritize and track tickets. ^[0]
50% businesses wanted to scale their support operations with ease. ^[0]
47% businesses wanted to use a helpdesk to analyze data and get granular insights. ^[0]
64% of businesses noticed an improvement in key customer service metrics such as first contact resolution, customer satisfaction, NPS, etc. ^[0]
Freshworks Reduce ticket volume by 27% with selfservice and AI. ^[0]
Forrester TEI report 51% of businesses have seen an improvement in agent productivity. ^[0]
Forrester TEI report Improve average handle time by 25% with Freshdesk’s intuitive, powerful agent desktop. ^[0]

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

Reference

freshdesk – https://freshdesk.com/resources/customer-service-statistics.
superoffice – https://www.superoffice.com/blog/customer-experience-statistics/.
getvoip – https://getvoip.com/blog/2019/01/29/customer-service-statistics/.
hubspot – https://blog.hubspot.com/service/customer-service-stats.
helpscout – https://www.helpscout.com/75-customer-service-facts-quotes-statistics/.
groovehq – https://www.groovehq.com/customer-service-statistics.
customerthermometer – https://www.customerthermometer.com/customer-service/customer-service-and-satisfaction-statistics-for-2020/.
engageware – https://engageware.com/blog/the-best-customer-service-is-self-service/.
nextiva – https://www.nextiva.com/blog/customer-service-statistics.html.
vanillaforums – https://blog.vanillaforums.com/15-customer-self-service-and-experience-stats-to-know-2020.
statista – https://www.statista.com/statistics/810374/share-of-customers-by-if-they-expect-brands-to-have-a-self-service-portal/.
microsoft – https://cloudblogs.microsoft.com/dynamics365/bdm/2015/10/09/13-shocking-customer-service-statistics/.
zendesk – https://www.zendesk.com/blog/customer-service-statistics/.
knowmax – https://knowmax.ai/.
forbes – https://www.forbes.com/sites/blakemorgan/2024/03/15/15-stats-about-post-covid-customer-service/.
salesforce – https://www.salesforce.com/blog/customer-service-stats/.
herothemes – https://herothemes.com/blog/customer-service-statistics/.
forbes – https://www.forbes.com/sites/blakemorgan/2019/05/13/40-stats-on-digital-transformation-and-customer-experience/.
proprofschat – https://www.proprofschat.com/blog/customer-service-statistics/.

How Useful is Customer Self Service

One of the key benefits of customer self-service is the increased convenience it offers to customers. With self-service options such as online chatbots, FAQs, and automated phone systems, customers can easily find the information they need without having to wait in line or speak to a live representative. This can be especially helpful for customers who prefer to solve problems on their own or who have simple, straightforward issues that can be quickly resolved through self-service.

In addition to convenience, customer self-service can also be more cost-effective for companies. By automating certain processes and reducing the need for live customer support representatives, companies can save money on staffing and training costs. This can ultimately lead to increased efficiency and profitability for businesses, as they are able to allocate resources more effectively and focus on other areas of their operations.

Furthermore, customer self-service can also result in faster response times for customers. With self-service options available 24/7, customers can quickly access information and find solutions to their problems at any time of the day or night. This can help to improve overall satisfaction levels and build trust with customers, as they know they can rely on the company to assist them whenever they need help.

It is important to note that while customer self-service can be incredibly useful, it is not a one-size-fits-all solution. Some customers may still prefer speaking to a live representative or may have more complex issues that cannot be easily resolved through self-service. As such, companies should strive to offer a balance of self-service options and traditional customer service methods to accommodate the varying needs of their customer base.

Overall, customer self-service can be a valuable tool for companies looking to improve customer satisfaction, increase efficiency, and reduce costs. By providing customers with convenient, accessible self-service options, companies can streamline their operations, enhance the customer experience, and ultimately achieve greater success in today’s competitive business landscape. With the right balance of self-service and traditional service methods, companies can effectively meet the needs of their customers and build long-lasting relationships that drive success and growth.

In Conclusion

Be it Customer Self-Service benefits statistics, Customer Self-Service usage statistics, Customer Self-Service productivity statistics, Customer Self-Service adoption statistics, Customer Self-Service roi statistics, Customer Self-Service market statistics, statistics on use of Customer Self-Service, Customer Self-Service analytics statistics, statistics of companies that use Customer Self-Service, statistics small businesses using Customer Self-Service, top Customer Self-Service systems usa statistics, Customer Self-Service software market statistics, statistics dissatisfied with Customer Self-Service, statistics of businesses using Customer Self-Service, Customer Self-Service key statistics, Customer Self-Service systems statistics, nonprofit Customer Self-Service statistics, Customer Self-Service failure statistics, top Customer Self-Service statistics, best Customer Self-Service statistics, Customer Self-Service statistics small business, Customer Self-Service statistics 2024, Customer Self-Service statistics 2021, Customer Self-Service statistics 2024 you will find all from this page. 🙂

We tried our best to provide all the Customer Self-Service statistics on this page. Please comment below and share your opinion if we missed any Customer Self-Service statistics.

Customer Self-Service Statistics 2024 – Everything You Need to Know