Digital Customer Service Platforms Statistics 2024

Are you looking to add Digital Customer Service Platforms 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 Digital Customer Service Platforms statistics of 2024.

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

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

Best Digital Customer Service Platforms Statistics

Best Digital Customer Service Platforms Statistics

☰ Use “CTRL+F” to quickly find statistics. There are total 748 Digital Customer Service Platforms Statistics on this page 🙂

Digital Customer Service Platforms Benefits Statistics

63% of customers say most companies aren’t transparent about how their data is used ( 54% of customers say most companies don’t use their data in a way that benefits them (Salesforce). ^[0]
54% of customers say most companies don’t use their data in a way that benefits them ( 46% of customers feel they’ve lost control over their own data (Salesforce). ^[0]
Executives say the top benefits of digital transformation are improved operational efficiency (40%), faster time to market (36%) and the ability to meet customer expectations (35%). ^[1]

Digital Customer Service Platforms Usage Statistics

anddigital media usage is accelerating +8% vs. +7% from 2018 to 2019 … and. ^[0]
A sampling of what we found 8 in 10 (81%). ^[0]
According to Stat Counter, 52% of all internet traffic now comes from mobile, with desktop usage on a trending decline. ^[2]
Around the world, the customer satisfaction rate for live chat usage has increased since 2017 by 5 percentage points. ^[3]

Digital Customer Service Platforms Market Statistics

69% of consumers have growing concerns about brands’ impact on society 56% of consumers say brands us societal issues as a marketing ploy to sell more of their product. ^[0]
Executives say the top benefits of digital transformation are improved operational efficiency (40%), faster time to market (36%) and the ability to meet customer expectations (35%). ^[1]
55% of marketers are prioritizing more effective audience segmentation and targeting. ^[1]
52% of marketers around the world say driving growth through digital transformation is their top strategic focus. ^[1]
74% of marketers say it is important to have a cohesive omnichannel experience. ^[1]
34% of marketing leaders believe AI will lead to the biggest improvement in customer experience. ^[1]
Only 17% of marketers use landing page A/B tests to improve conversion rates. ^[4]
64% of SEO marketers call mobile optimization an effective investment. ^[4]
Mobile marketer 90% of customers say they have had poor experience seeking customer support on mobile. ^[5]
Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. ^[6]
The CX Management market in the US reached 49%of consumers have left a brand in the past year due to poor customer experience. ^[7]
83%of executives feel that unimproved CX presents them with considerable revenue and market share risks. ^[7]
By 2024,25%of organizations expect they will integrate marketing, sales, and customer experience into a single function. ^[7]
Businesses can grow revenues between 4% and 8% above their market when they prioritize better customer service experiences. ^[8]
Together with other adjunct software, including marketing and sales applications, CRM and customer service software revenue is likely to reach $91.7 billion by 2024. ^[3]
Also, the majority of marketing professionals, at 53.6%, only view CX as a partial differentiator. ^[3]
PwC also found that 65% of customers would find a great customer experience to be significantly more influential than marketing or advertising. ^[9]
The customer experience management market is estimated to be worth $14.9 billion by 2025. ^[10]
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. ^[10]
By 2024,25%of companies plan to integrate marketing, sales, and customer experience into a single platform. ^[10]

Digital Customer Service Platforms Software Statistics

Worldwide artificial intelligence software revenue is forecast to total$62.5Bin 2024, an increase of 21.3% from 2021. ^[7]
A more recent report found that 41% of consumers believe chatbots and artificial intelligence software can potentially enhance their customer experience. ^[3]
Together with other adjunct software, including marketing and sales applications, CRM and customer service software revenue is likely to reach $91.7 billion by 2024. ^[3]

Digital Customer Service Platforms Adoption Statistics

all brands report AI adoption in at least one function, up from 50% in 2020. ^[7]
And 7!% of survey respondents expect brands to already offer support over messaging, The adoption of chatbots to improve the customer experience is worthwhile. ^[11]

Digital Customer Service Platforms Latest Statistics

The number of Internet users, 28% of adults are online “almost constantly”, up 8 percentage points in the past 3 years … ^[0]
59% of everyday transactions are made viadigital payment. ^[0]
59% of everyday transactions are made via. ^[0]
( 69% of digital experience professionals report that the digital customer experience has becomemore important to their customersbecause of COVID. ^[0]
69% of digital experience professionals report that the digital customer experience has become. ^[0]
65% of digital experience professionals report that the digital customer experience has becomemore important to their organizationbecause of COVID. ^[0]
65% of digital experience professionals report that the digital customer experience has become. ^[0]
8 in 10 (81%). ^[0]
According to the survey, 83% of respondents say that the most important factor is simply being able to “quickly accomplish what I came to do.”. ^[0]
According to the survey, 64% of respondentshave been frustrated or struggled with an online transactionin the last six months. ^[0]
64% of respondents Seventy seven percent of consumers reported thatthey will leave without completing a transactionif they encounter an error. ^[0]
Seventy seven percent of consumers reported that 65% say they trust a business lesswhen they experience a problem using a website or mobile app, ultimately splintering customer relationships and loyalty. ^[0]
Only 12% say they are very likely to provide feedback to the businesswhen. ^[0]
55% of customersprefer digitalchannels over traditional channels (68% of Millennials / Gen Z). ^[0]
84% of customers say the experience a company provides is as important as its products or services. ^[0]
73% of customers say one extraordinary experienceraises their expectationsof other companies 73% of customers say one extraordinary experience 66% of customers are willing topay morefor a great experience. ^[0]
66% of customers are willing to 64% of customersexpect tailored engagementbased on past interactions … 64% of customers … ^[0]
53% of customerswant more connectionbetween their devices. ^[0]
94% of consumers who give a company a “very good” CX rating are “very likely” topurchase moreproducts or services from that company in the future …. ^[0]
94% of consumers who give a company a “very good” CX rating are “very likely” to …. ^[0]
Only 18% of those who gave a company a “very poor” CX rating say the same 95% of consumers who give a company a “very good” CX rating are “very likely” torecommendthe company …. ^[0]
95% of consumers who give a company a “very good” CX rating are “very likely” to …. ^[0]
Only 15% of those who gave a company a “very poor” CX rating say the same 75% of consumers who give a company a “very good” CX rating are “very likely” toforgivea company for a bad experience …. ^[0]
75% of consumers who give a company a “very good” CX rating are “very likely” to …. ^[0]
Only 14% of those who gave a company a “very poor” CX rating say the same 90% of consumers who give a company a “very good” CX rating are “very likely” totrusta company to take care of their needs …. ^[0]
90% of consumers who give a company a “very good” CX rating are “very likely” to …. ^[0]
Only 15% of those who gave a company a “very poor” CX rating say the same Source. ^[0]
1 in 3 consumers will walk away from a brand they love after just one bad experience 54% of U.S. consumers say customer experience at most companies needs improvement. ^[0]
65% of U.S. customers find a positive experience with a brand to be more influential than great advertising. ^[0]
57% of organizations say that their main challenge in properly tracking customer journeys is a lack of system integration … ^[0]
( … and organizations that report delivering an ideal digital experience are 223% more likely to report having a very integrated technology stack than their less successful counterparts. ^[0]
… and organizations that report delivering an ideal digital experience are 223% more likely to report having a very integrated technology stack than their less successful counterparts. ^[0]
( Organizations that are less successful at delivering an ideal digital experience are 33% more likely to report that they struggle to create consensus among leaders about top digital experience priorities. ^[0]
Organizations that are less successful at delivering an ideal digital experience are 33% more likely to report that they struggle to create consensus among leaders about top digital experience priorities. ^[0]
63% of consumers say they’d share more information with a company that offers a great experience. ^[0]
63% of consumers say they’d share more information with a company that offers a great experience . ^[0]
88% of U.S. consumers say that how much they trust a company determines how much they’re willing to share personal information. ^[0]
88% of U.S. consumers say that how much they trust a company determines how much they’re willing to share personal information ( 63% of U.S. consumers say they’d be more open to sharing their data for a service they truly value (PwC). ^[0]
63% of U.S. consumers say they’d be more open to sharing their data for a service they truly value . ^[0]
78% of customers are more loyal to companies that are transparent about how their data is used . ^[0]
46% of customers feel they’ve lost control over their own data ( 41% of customers don’t believe companies care about the security of their data (Salesforce). ^[0]
41% of customers don’t believe companies care about the security of their data ( 84% of customers are more loyal to companies that have strong security controls (Salesforce). ^[0]
85% of consumers say whether a brand “consistently offers the best quality within the category” is a deal breaker or deciding factor in their buying decision. ^[0]
84% of consumers say whether a brand “is very convenient and very easy to use” is a deal breaker or deciding factor in their buying decision. ^[0]
84% of consumers say whether a brand “consistently offers the best value for the money within the category” is a deal breaker or deciding factor in their buying decision. ^[0]
82% of consumers say whether a brand “uses only high quality ingredients, components or customer service tools” is a deal breaker or deciding factor in their buying decision. ^[0]
Growth of Digital Transformation 70% of companies either have a digital transformation strategy in place or are working on one. ^[1]
21% of companies think they’ve already completed digital transformation. ^[1]
40% of all technology spending in 2019 will go towards digital transformation. ^[1]
60% of companies that have undergone a digital transformation have created new business models. ^[1]
55% of startups have adopted a digital business strategy, compared to 38% of traditional companies. ^[1]
89% of all companies have already adopted a digital first business strategy or plan to do so. ^[1]
The top industries for digital first business strategies are services (95%), financial services (93%) and healthcare (92%). ^[1]
39% of executives believe their companies will get the most value from digital transformation initiatives in three to five years. ^[1]
Nearly 77% of companies say their relationship with technology is average or above average. ^[1]
65% of companies are positive about their ability to adapt to technological disruption over the next three years. ^[1]
44% of companies have already started a digital first approach to operations and customer engagement. ^[1]
Only 7% of companies have fully implemented their digital transformations. ^[1]
more than 40% of all data analytics projects will involve customer experience. ^[1]
27% of companies say digital transformation is a matter of survival. ^[1]
87% of companies think digital will disrupt their industry, but only 44% are prepared for a potential digital disruption. ^[1]
71% of digitally mature companies say they can attract new talent based on their use of data, compared to 10% of early. ^[1]
45% of executives don’t think their company has the right technology to implement a digital transformation. ^[1]
56% of CEOs say digital improvements have led to increased revenue. ^[1]
Digitally mature companies are 23% more profitable than their less mature peers. ^[1]
More than 50% of digital transformation efforts fizzled completely in 2018. ^[1]
39% of outperforming companies have a fully integrated digital. ^[1]
Digital first companies are 64% more likely to achieve their business goals than their peers. ^[1]
19% of companies have a customer experience team that helps bridge gaps in the business. ^[1]
Fewer than 30% of a company’s technology vendors are actively involved in their digital transformations. ^[1]
Of the $1.3 trillion spent on digital transformation in 2018, an estimated $900 billion was wasted when initiatives didn’t meet their goals. ^[1]
70% of digital transformations fail, most often due to resistance from employees. ^[1]
Digital transformation and a focus on customer experience can generate a 2030% increase in customer satisfaction and economic gains of 20. ^[1]
16% of employees in one survey said their company’s digital transformations have improved performance and are sustainable long term. ^[1]
Employees at companies with less than 100 employees are nearly three times more likely to say their digital transformation was a success than employees at companies with more than 50,000 employees. ^[1]
Impact of Customer Experience 62% of companies view customer experience delivered by a contact center as a competitive advantage. ^[1]
Consumers who have an emotional connection with a brand have a 306% higher lifetime value. ^[1]
The most common experience metrics tracked by executives are overall revenue (24%) and Net Promoter Score (23%). ^[1]
67% of consumers will pay more for a great experience. ^[1]
74% of business buyers say they’ll pay more for a better B2B experience. ^[1]
76% of consumers expect companies to understand their needs and expectations. ^[1]
31% of companies are actually experience. ^[1]
79% of U.S. consumers only consider brands that show they care. ^[1]
70% of the buying experience is based on how the customer feels they are treated. ^[1]
Omnichannel Experience Companies with the strongest omnichannel experiences retain 89% of their customers on average, compared to 33% retention for companies with weak omnichannel customer experience. ^[1]
89% of customers get frustrated when they have to repeat their question to multiple customer service agents. ^[1]
The percentage of companies investing in omnichannel experience has increased to more than 80% from 20%. ^[1]
83% of consumers say they want the ability to move between channels when talking to a brand, but only 50% of companies support cross. ^[1]
73% of shoppers use more than one channel during their shopping journey. ^[1]
Growing Technologies 84% of customer centric companies focus on the mobile customer experience. ^[1]
36% of contact centers use any kind of cloud technology. ^[1]
93% of companies consider innovative technologies as necessary to reaching their digital transformation goals. ^[1]
60% of businesses in North America use public cloud platforms, a five time jump from the number that used them five years ago. ^[1]
60% of executives believe connected technology and the Internet of Things will play an important role in their company’s digital strategy. ^[1]
68% of global business leaders believe the future of business involves humans and AI working together. ^[1]
70% of businesses will use a multi cloud strategy in 2019, up from less than 10% in 2017. ^[1]
80% of companies have already adopted AI chatbots or have plans to do so by 2020. ^[1]
84% of customer centric companies prioritize their mobile customer experience. ^[1]
76% of companies are investing in emerging technologies. ^[1]
86% of companies believe cloud technology is critical to digital transformation. ^[1]
Transformation Leadership and the Workforce 25% of CIOs will take more control of digital transformation initiatives in 2019. ^[1]
28% of digital transformations are led by the CIO, and 23% are owned by the CEO. ^[1]
71% of leaders say the workforce is important in supporting their digital transformation strategy. ^[1]
70% of companies say their CEO has an adequate or above average practical understanding of new technology. ^[1]
40% of companies have dedicated digital transformation teams in place. ^[1]
37% of companies say digital transformation helped them create new jobs. ^[1]
20% of employees said their company’s leadership doesn’t know what to do with digital transformation. ^[1]
A survey of employees found the most common obstacle for digital transformation was the CEO at 35%. ^[1]
80% of companies say their digital transformation efforts involve multiple business units or the entire company. ^[1]
Companies with an engaged Chief Digital Officer are 1.6 times more likely to report a successful digital transformation. ^[1]
55% of digitally maturing companies say they need new leaders in order to succeed in the digital environment. ^[1]
81% of employees at digitally mature companies say innovation is a strength of the company, compared to just 10% of employees at early. ^[1]
Customers and Technology Intelligent systems will drive 70% of customer interactions 63% of customers are happy to get service from a bot as long as they have the option to talk to a human agent if needed. ^[1]
54% of consumers contacted brands by email in 2018, making it the most commonly used customer service channel over voice. ^[1]
Customers who have a bad experience with a website are 88% less likely to return. ^[1]
61% of consumers won’t return to a mobile site that had trouble accessing. ^[1]
40% of consumers end up visiting a competitor’s website if they have trouble accessing a company’s mobile site. ^[1]
By 2020, an estimated 25% of all customer service operations will use virtual customer assistants. ^[1]
92% of customers are satisfied using live chat services, making it the support channel that leads to the highest customer satisfaction. ^[1]
half of global contact center leaders predict their contact centers will grow by 5 10% in the next year. ^[1]
75% of online customers expect a response within five minutes. ^[1]
60% of companies think they have a good mobile experience, but only 22% of customers agree. ^[1]
78% of consumers use mobile devices to connect with brands for customer service. ^[1]
The number jumps to 90% of Millennials. ^[1]
65% of consumers research a product online before going to a physical store. ^[1]
30% of U.S. consumers say they find customer service chatbots very effective at resolving issues, and 12% said chatbots aren’t at all effective. ^[1]
60% of American consumers say they prefer digital self service tools for customer support, such as an online knowledge base, app or chatbot. ^[1]
80% of Millennials are more willing to purchase from brands that have a mobile customer service portal. ^[1]
Globally, In 2017,64%of Americans contacted some form of customer service. ^[12]
In 2017, Worldwide,67%of people believe that customer service as a whole is improving. ^[12]
52%of people around the globe believe that companies need to take action on feedback provided by their customers. ^[12]
75%of brands report that they are measuring customer engagement, but cannot define what it is. ^[12]
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%. ^[12]
A customer experience promoter has a lifetime value to a company that’s600 to 1,400%that of a detractor. ^[12]
67%of customers worldwide say that customer engagement levels have improved in the last 2 years. ^[12]
Across the globe, 33%of customers who abandoned a business relationship last year did so because personalization was lacking. ^[12]
48%of consumers expect specialized treatment for being a good customer. ^[12]
34%of companies are implementing “customer journey mapping” into their customer service. ^[12]
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.”. ^[12]
Brands are viewed more favorably by77%of consumers if they proactively invite and accept customer feedback. ^[12]
89%of consumers have switched to doing business with a competitor following a poor customer experience. ^[12]
70%of consumers say they have already made a choice to support a company that delivers great customer service. ^[12]
Service insight and knowledge is also key to a good experience according to62%of consumers. ^[12]
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. ^[12]
52%of consumers say they have made an additional purchase from a company after a positive customer service experience. ^[12]
Attracting a new customer is About one in three people (30%). ^[12]
About one in three people . ^[12]
A5%increase in customer retention can produce25%more profit. ^[12]
Globally, companies respond to customer service questions85%of the time. ^[12]
90%of customers are influenced by positive reviews when buying a product. ^[12]
Friendly employees or customer service representatives are what make a memorable experience that causes consumers to stick with a brand, for73%of customers. ^[12]
Increasing customer retention rates by5%increases profits by25% to 95%. ^[12]
The 67%of customer churn is preventable if firms resolve issues the first time they occur. ^[12]
27%of Americans report “lack of effectiveness” as their number one frustration with customer service. ^[12]
12%of Americans rate their number one frustration with customer service as “lack of speed.”. ^[12]
79%of consumers who shared complaints about poor customer experience online had their complaints ignored. ^[12]
91%of customers who are unhappy with a brand will just leave without complaining. ^[12]
56%of people around the world have stopped doing business with a company because of a poor customer service experience. ^[12]
47%of consumers have made the choice to switch to a different brand due to bad customer service within the last year. ^[12]
72%of consumers see having to explain their problem to multiple people as poor customer service. ^[12]
After a bad customer service experience,39%of customers will avoid a company for two years. ^[12]
44%of consumers say they have received the wrong answer from a customer service representative in the past. ^[12]
84%of millennials say that businesses are meeting or exceeding their service expectations. ^[12]
Millennials will pay21%more to do business with companies who excel at customer service. ^[12]
the 63%of millenials begin their customer service interactions online. ^[12]
74%of millennials report that their perception of a brand improves when it is clear the company responds to customers’ social media inquiries. ^[12]
Millennials use their mobile devices to contact customer service at a rate of43%. ^[12]
Millennials use their mobile devices to contact customer service at a rate of 31%of customers report reaching out to a company via Twitter. ^[12]
It’s estimated that45%of customer service requests over social media are acknowledged by the company. ^[12]
It’s estimated that 67%of customer service interactions can be handled by a dedicated community of core customers. ^[12]
29%of global companies prefer smartphones and mobile devices to traditional computers due to mobility. ^[12]
57%of customers would rather contact companies via digital media such as email or social media rather than use voice. ^[12]
disputes,40%of customers prefer talking to a real person over the phone. ^[12]
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. ^[12]
88%of consumers are influenced by online customer service reviews when making a buying decision. ^[12]
86%of millennials say they are influenced by negative reviews when purchasing a product or service. ^[12]
33%of customers have contacted a company using Facebook and similar social channels. ^[12]
79%of millennials are more inclined to buy from brands that have a mobile responsive customer support portal. ^[12]
Out of all customer service engagements around the world in 2017,52%began online. ^[12]
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. ^[12]
Globally, only5%of customer service interactions begin with a face to face meeting. ^[12]
Globally, only 74%of Americans have used the landline to contact customer service. ^[12]
Over50%of companies report their most critical customer experience issue as being “providing a seamless experience across multiple channels.”Incite. ^[12]
It’s estimated that by 2020,85%of customer service interactions will be automated. ^[12]
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. ^[12]
30%of US consumers rate chatbot interactions as “very effective” in dealing with customer service issues. ^[12]
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. ^[12]
30%of consumers say not being able to reach a real human is the most frustrating part of a bad customer service experience. ^[12]
77%of consumers report having used a self. ^[12]
In fact, 86% of buyers are willing to pay more for a great customer experience. ^[2]
For example, c ustomers are willing to pay a price premium of up to 13% (and as high as 18%). ^[2]
49% of buyers have made impulse purchases. ^[2]
It’s because of these extremes why 88% of companies now prioritize customer experience in their contact centers. ^[2]
In fact, more than two thirds of companies now compete primarily on the basis of customer experience – up from only 36% in 2010!. ^[2]
In fact, our own research found that only 44% will increase the investment in their CX initiatives. ^[2]
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%. ^[2]
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. ^[2]
For example, 57% of customers won’t recommend a business with a poorly designed website on mobile. ^[2]
And if a website isn’t mobile friendly, 50% of customers will stop visiting it, even if they like the business. ^[2]
So it comes as no surprise why 84% of companies who claim to be customer centric are now focusing on the mobile customer experience. ^[2]
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. ^[2]
According to Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people. ^[2]
On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more. ^[2]
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. ^[2]
Today, 67% of customers prefer self service over speaking to a company representative. ^[2]
Furthermore, 91% of customers would use an online knowledge base, if it were available and tailored to their needs. ^[2]
In 2019, 25% of all customer interactions were automated through AI and machine learning. ^[2]
With 90% of companies now planning to deploy AI within 3 years, this number is expected to grow to 40% by 2024. ^[2]
Email collection forms were the most successful at converting viewers, with a 15% conversion rate in 2020. ^[4]
Events placed at the beginning of videos perform the best, with a conversion rate of 12.7%. ^[4]
3.5% of ecommerce website visits via mobile are converted into purchases, compared to 3.9% on desktop. ^[4]
Email visitors are the most likely to convert on forms — and people coming from search advertisements are the least likely. ^[4]
The highest bounce rates are on social (45%) followed by direct (44%). ^[4]
Almost 25% of companies invest in mobile optimization as a top SEO tactic. ^[4]
Just two years ago hardly a third of contact centers, only 36%, used any form of cloud technology. ^[13]
Until now, only 15% of companies prioritized digital transformation. ^[13]
The other 85% of companies have had to work extra hard to keep up with rapid technology changes and demands. ^[13]
54% of customers have higher expectations for customer service today compared to one year ago. ^[5]
This percentage jumps to66% for consumers aged from 18 to 34 years old. ^[5]
Microsoft Gartner predicts that 89% of businesses are expected to compete mainly on customer experience. ^[5]
Gartner Gartner have also predicted that by 2019 more than 50% of organizations will redirect their investments to customer experience innovations. ^[5]
Worldwide, 67% of people believe that customer service as a whole is improving. ^[5]
In 2017, 64% of Americans contacted some form of customer service. ^[5]
Statista 52% of people around the globe believe that companies need to take action on feedback provided by their customers. ^[5]
Around the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. ^[5]
A customer experience promoter has a lifetime value to a company that’s 600 to 1,400% that of a detractor. ^[5]
34% of companies are implementing “customer journey mapping” into their customer service. ^[5]
70% of consumers say they have already made a choice to support a company that delivers great customer service. ^[5]
American Express Service insight and knowledge is also key to a good experience according to 62% of consumers. ^[5]
Americans will pay 17% more to do business with firms with great reputations when it comes to customer service. ^[5]
American Express 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. ^[5]
90% of customers are influenced by positive reviews when buying a product. ^[5]
More people read positive reviews of customer service online than negative ones by 6%.Zendesk. ^[5]
Gartner predicts that by 2019, more than 50% of organizations will redirect their investments to customer experience innovations. ^[5]
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. ^[5]
Gartner 99% of Customer Experience and Success leaders believe Customer Experience Management has a positive impact on their business. ^[5]
87% of organizations agree traditional experiences no longer satisfy customers. ^[5]
Temkin Group 67% of consumers and 74% of business buyers say they’ll pay more for a great experience. ^[5]
By 2020, more than 40% of all data analytics projects will relate to an aspect of customer experience. ^[5]
65% of companies measure NPS compared with 44% that measure CSAT and 14% that measure. ^[5]
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. ^[5]
Salesforce Increasing customer retention rates by 5% increases profits by 25% to 95%.Harvard Business School. ^[5]
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. ^[5]
95% of customers tell others about a bad experience and 87% share good experiences. ^[5]
67% of customer churn is preventable if firms resolve issues the first time they occur. ^[5]
33% of customers who abandoned a business relationship last year did so because personalization was lacking. ^[5]
Accenture 68% of customers believe the key to great customer service is a polite customer service representative. ^[5]
American Express 48% of consumers expect specialized treatment for being a good customer. ^[5]
Accenture 89% of consumers have switched to doing business with a competitor following a poor customer experience. ^[5]
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. ^[5]
On the other hand, 72% of customers will share a positive experience with 6 or more people. ^[5]
67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain. ^[5]
Salesforce 63% CX professionals use customer feedback to prioritize investment in better products, services and customer experiences. ^[5]
79% of consumers who shared complaints about poor customer experience online had their complaints ignored. ^[5]
12% of Americans rate their number one frustration with customer service as “lack of speed.”Statista. ^[5]
27% of Americans report “lack of effectiveness” as their number one frustration with customer service. ^[5]
Statista 56% of people around the world have stopped doing business with a company because of a poor customer service experience. ^[5]
47% of consumers have made the choice to switch to a different brand due to bad customer service within the last year. ^[5]
After a bad customer service experience, 39% of customers will avoid a company for two years. ^[5]
91% of customers who are unhappy with a brand will just leave without complaining. ^[5]
Millennials will pay 21% more to do business with companies who excel at customer service. ^[5]
63% of millenials begin their customer service interactions online. ^[5]
86% of millennials say they are influenced by negative reviews when purchasing a product or service. ^[5]
74% of millennials report that their perception of a brand improves when it is clear the company responds to customers’ social media inquiries. ^[5]
31% of customers report reaching out to a company via Twitter. ^[5]
66% of 1834year olds say their customer service expectations have risen in the last year. ^[5]
More than 65% of customers aged 18 44 use mobile to seek for service more than once a month. ^[5]
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. ^[5]
About one in three people (30%). ^[5]
57% of customers would rather contact companies via digital media such as email or social media rather than use voice. ^[5]
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. ^[5]
For more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone. ^[5]
American Express 23% of consumers seek out a face to face interaction for complicated customer service issues like troubleshooting. ^[5]
American Express 88% of consumers are influenced by online customer service reviews when making a buying decision. ^[5]
68% of consumers say it increases their perception of a brand when companies send them proactive customer service notifications. ^[5]
90% of consumers expect an online portal for customer service. ^[5]
Globally, only 5% of customer service interactions begin with a face to face meeting. ^[5]
54% of customers used email customer service channels making it the most commonly used digital customer service channel. ^[5]
NICE inContact 84% of companies, who claim themselves to be customer centric focus on the mobile customer experience. ^[5]
75% of people complete surveys on their mobile. ^[5]
48% of consumers expect a response to social media questions and complaints within 24 hours. ^[5]
Both in the United States and world wide, 18% of customers expect a response from a company’s social media within one hour. ^[5]
A report by Aspect Software indicates 73% of customers want to solve product or service issues on their ownAspect Software. ^[5]
According to a Radial and CFI Group survey, 55% of customers are likely to use Visual IVR when given the option. ^[5]
50% of customers think it’s important to solve product or service issues themselvesZendesk. ^[5]
70% of customers expect a company’s website to include a self. ^[5]
63% of customers are happy to be served by a chatbot, if there is an option to escalate the conversation to a human. ^[5]
It’s estimated that by 2020, 85% of customer service interactions will be automated. ^[5]
Ameyo Over 60% of US consumers prefer an automated self service, such as a website or mobile app, for simple customer service tasks. ^[5]
American Express 30% of US consumers rate chatbot interactions as “very effective” in dealing with customer service issues. ^[5]
77% of consumers report having used a self. ^[5]
Only 12% of Americans say they cannot find the information they need in self. ^[5]
Oracle 31% of organizations have already invested in technology like AI to outpace the competition. ^[5]
76% of collaboration leaders are investing or expanding their emerging technology investment. ^[5]
26% of companies leading financially use CX technologies, compared to 7% of laggards. ^[5]
Teams using Help Scout are set up in minutes, twice as productive, and save up to 80% in annual support costs. ^[6]
68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. ^[6]
For 86%, good customer service turns onetime clients into long. ^[6]
An NPS Promoter score has a customer lifetime value thatâs 600% 1,400% higher than a Detractor. ^[6]
89% of consumers are more likely to make another purchase after a positive customer service experience. ^[6]
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. ^[6]
If the companyâs customer service is excellent, 78% of consumers will do business with them again after a mistake. ^[6]
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. ^[6]
Consumers who rate a companyâs service as âgoodâ are 38% more likely to recommend that company. ^[6]
83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. ^[6]
80% of companies use customer satisfaction scores to analyze customer experience and improve it. ^[6]
72% of companies believe they can use analytics reports to improve the customer experience. ^[6]
This is a 16.9% yearover year increase from its value of $6.5 billion in 2019. ^[6]
58% of American consumers will switch companies because of poor customer service. ^[6]
65% of customers said they have changed to a different brand because of a poor experience. ^[6]
After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. ^[6]
(Nearly 80% will forgive a bad experience if they rate the service team as âvery good.â). ^[6]
78% of customers have backed out of a purchase due to a poor customer experience. ^[6]
60% of customers define âimmediateâ as 10 minutes or less. ^[6]
More than 70% of consumers believe that companies should collaborate on their behalf so they donât have to repeat information to different representatives. ^[6]
90% of consumers worldwide consider issue resolution as their most crucial customer service concern. ^[6]
70% of customers report that technology makes it simple to take their business to a competitor if needed. ^[6]
90% of Americans use customer service as a factor in deciding whether or not to do business with a company. ^[6]
71% of consumers believe that a quick response from a service team can drastically improve their customer experience. ^[6]
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. ^[6]
70% of the customerâs journey is based on how the customer feels they are being treated. ^[6]
53% of shoppers believe their feedback doesnât go to anyone who can act on it. ^[6]
Nearly 90% of consumers trust a company whose service theyâve rated as âvery goodâ to take care of their needs. ^[6]
With this level of response rate, 71% of younger consumers believe that their experience is drastically improved â and it snowballs from there. ^[6]
The second exciting statistic is that more than 70% of consumers believe that companies should collaborate on their behalf. ^[6]
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. ^[6]
80% of customers say the experience a company provides is just as necessary as its products or services. ^[6]
63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. ^[6]
59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. ^[6]
90% of people are more likely to trust a company if they have a firm privacy policy. ^[6]
Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. ^[6]
88% of people trust companies that vow not to share their personal information without permission. ^[6]
92% of customers appreciate companies giving them control over what information is collected about them. ^[6]
23% of businesses use social media as a tool to collect and analyze data. ^[6]
79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which theyâre immediately known and understood. ^[6]
56% of customers donât mind sharing their personal information in exchange for better service. ^[6]
On average, customer service agents only ask for a customerâs name 21% of the time. ^[6]
After all, about 90% of customers are more likely to trust you if youâve got a stellar privacy policy. ^[6]
While 50% of customers donât share their experiences on social media, 72% will talk about them in person. ^[6]
36% of consumers will share their customer service experience, whether good or bad. ^[6]
87% of consumers read online reviews for local businesses in 2020. ^[6]
72% of customers will share their good experiences with others. ^[6]
72% of customers will tell six or more people if they have a satisfying experience. ^[6]
94% of American customers will recommend a company whose service they rate as âvery good.â. ^[6]
67% of customers report a terrible customer experience as the reason for switching businesses. ^[6]
Only 13% of consumers will recommend a company whose customer service theyâve rated as âvery poor.â. ^[6]
50% of customers say they donât share their bad or good service experiences through social media. ^[6]
33% of consumers would recommend a brand that provides a quick but ineffective response. ^[6]
78% of customers who complain to a brand on Twitter expect a response within an hour. ^[6]
13% of customers tell 15 or more people if they have a negative experience. ^[6]
79% of customers who share their complaints online see their complaints ignored. ^[6]
Only 17% of consumers would recommend a brand that provides a slow but effective solution. ^[6]
Only 1 in 26 customers will tell a business about their negative experience; according to customer service facts, the rest simply leave. ^[6]
75% of customers desire a consistent experience, regardless of how they engage a company. ^[6]
The effectiveness of bots in resolving issues has fallen to 28%. ^[6]
American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. ^[6]
64% of customers want to shop with companies that can meet their needs in real. ^[6]
64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. ^[6]
A study has shown that more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives. ^[6]
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. ^[6]
63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. ^[6]
51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. ^[6]
28% of consumers say the most frustrating issue is information that is simple but hard to find. ^[6]
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. ^[6]
66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. ^[6]
79% of American internet users are on Facebook, making it the most popular social media platform. ^[6]
95% of adults between the ages of 18 34 are likely to follow a brand through social media channels. ^[6]
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. ^[6]
Nearly 70% of customers are irritated when their call is transferred from one department to another. ^[6]
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. ^[6]
70% of unhappy customers whose problems are resolved are willing to shop with a business again. ^[6]
Nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. ^[6]
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. ^[6]
35% of customers have become angry when talking to customer service. ^[6]
27% of Americans report that ineffective service is their number one customer service frustration. ^[6]
12% of Americans rate their number one service frustration as âlack of speed.â. ^[6]
72% of customers say that explaining their problems to multiple people is poor customer service. ^[6]
79% of consumers who used online feedback to complain about a poor customer experience were ignored. ^[6]
84% of customers report that their expectations had not been exceeded in their last interaction with customer service. ^[6]
78% of customers have given up on a transaction because of a negative customer experience. ^[6]
67% of customers end a call in frustration when they cannot reach a customer service representative. ^[6]
88% of highperforming service decision makers are investing significantly in agent training compared to only 57% of underperformers. ^[6]
83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. ^[6]
69% of high performing service agents actively look for situations to use artificial intelligence compared to only 39% of underperformers. ^[6]
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. ^[6]
Call center statistics have placed it as high as 45%!. ^[6]
31% of consumers consider a knowledgeable agent to be the most crucial factor for a positive customer experience. ^[6]
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. ^[6]
89% of companies with âsignificantly above averageâ customer experiences perform better financially than their competitors. ^[6]
24% of consumers keep doing business with vendors for two or more years after a positive encounter. ^[6]
64% of U.S. consumers contacted customer service in 2017. ^[6]
73% of customers say they stay loyal to brands because of friendly customer service agents. ^[6]
73% of customers fall in love with a brand because of friendly customer service representatives. ^[6]
Thatâs between $30k and $45k in expenses for losing employees who were likely doing an excellent job. ^[6]
The typical level of difficult calls ranges from 10% to 20%, but the pandemic made customer experience statistics worse. ^[6]
The average company saw the percentage of calls scored as âdifficultâ by reps increase by more than 100%. ^[6]
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. ^[6]
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. ^[6]
The chances are usually 80% when the customer service experience is excellent. ^[6]
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. ^[6]
11min read 93% of customers read online reviews before buying a product. ^[14]
91% of 18 34 year olds trust online reviews as much as personal recommendations, and 93% of consumers say that online reviews influenced their purchase decisions. ^[14]
Nearly all consumers (97%). ^[14]
Positive reviews remain a key way for companies to sell their product, with customers willing to spend 31% more on a business with excellent reviews. ^[14]
92% of B2B buyers are more likely to purchase after reading a trusted review. ^[14]
Appearing higher in search engine rankings Online customer reviews gain more weighting (6.47%). ^[14]
It’s true that 89% of consumers read businesses’ responses to reviews, so they will be watching how you react. ^[14]
Harvard Business Review found that a bad reputation costs a company at least 10% more per hire. ^[14]
According to Google/Nielson , 93% of people who use mobile to research go on to complete a purchase of a product or service. ^[14]
49% of consumers depend on influencer reviews and recommendations, so find someone that reflects your brand and can connect with your target audience. ^[14]
86%of professionals engaged in, or leading, CX expect to compete based on CX. ^[7]
87%of senior business leaders in the US and UK see CX as their top growth engine but only 1 in 3 feel prepared to address it. ^[7]
reached$2.9Bin 2021 and is expected to grow 15.3% every year from 2024 to 2030. ^[7]
86%of consumers would leave a brand after as few as two poor experiences. ^[7]
65%of all consumers find a positive experience with a brand to be more influential than great advertising. ^[7]
74%of consumers are at least somewhat likely to buy based on experiences alone. ^[7]
68%of US consumers currently use, or would like to use, social media to engage with brands to ask questions before making a purchase, while 59% of consumers expect to do so to get post. ^[7]
61%of consumers will pay at least 5% more if they know they’ll get a good customer experience. ^[7]
56%of consumers feel that the quality of the customer service they receive has a higher impact on how positively they view a brand than any other criteria. ^[7]
66%of consumers say they will share personal data about themselves if they think it will elevate their customer experience. ^[7]
CX drives 85%of brands believe they offer personalized customer experience but only 60% of consumers agree. ^[7]
60%of consumers report that they will become repeat buyers after a personalized purchasing experience. ^[7]
91%of consumers say they are more likely to shop with brands that provide offers and recommendations that are relevant to them. ^[7]
62%of consumers don’t feel like they get excellent customer service on social media when making a purchase. ^[7]
Customers are2.4 times more likelyto stick with a brand when their problems are solved quickly. ^[7]
52%of consumers expect a response from a brand within one hour. ^[7]
However, 39% report having to wait more than two hours for a reply. ^[7]
65%of respondents would become long term customers of a brand if they can provide positive experiences throughout the customer journey. ^[7]
42%of consumers say a seamless experience across all devices and channels is a top expectation while only 11% of decision makers see seamless, omnichannel experiences as the most important factor when delivering quality experiences. ^[7]
52%of all worldwide website traffic is on mobile devices. ^[7]
They are expected to increase 15% annually and reachover $700Bby 2025. ^[7]
Retail mobile commerce sales in the US reached 75%of customers find it important for brands to offer them a fully self service customer care option to answer their questions. ^[7]
More than 60%of consumers look for self service first, instead of contacting a live agent. ^[7]
2040%of live volume could easily be handled with existing self service tools, according to customer service leaders. ^[7]
Enterprises continue to demonstrate a strong interest in AI, with 46%of consumers will abandon a brand if employees are not knowledgeable. ^[7]
71%of customers expect customer service agents already to have information regarding their previous interactions with the brand. ^[7]
By 2024, Over 90%of enterprises now employ a CCO, CXO, or executives with similar responsibilities. ^[7]
70% of people expect to message businesses more in the future for customer service questions. ^[15]
64% of people would rather message than call a business. ^[15]
18.7% of U.S. social buyers completed their most recent purchase without leaving the social app. ^[15]
Forrester predicts digital customer service interactions will increase by 40% Banks that rank highly for social media respond to customer service replies within an hour 59% of brand replies to user Tweets occur within 15 minutes. ^[15]
However, this number drops to 30% when brands do not have a separate customer service Twitter account. ^[15]
9% of brands don’t reply to comments on Instagram, and 16% don’t respond to comments on Facebook. ^[15]
40% of holiday shoppers say they are more likely to consider buying from a brand they can message. ^[15]
60% of Internet users say bad customer service is a concern when making an online purchase. ^[15]
Twitter account is more likely to respond within 15 minutes. ^[15]
If you respond to 90% of messages and have a response time of 15 minutes or less, you’ll get a Very Responsive to Messages Your social customer service may not be available 24/7, and that’s okay. ^[15]
Of consumers who posted complaints on social media, 84% used Facebook and 26% used Twitter. ^[15]
90% of Americans use customer service as a factor in deciding whether or not to do business with a company. ^[8]
58% of American consumers will switch companies because of poor customer service. ^[8]
89% of consumers are more likely to make another purchase after a positive customer service experience. ^[8]
63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. ^[8]
If the company’s customer service is excellent, 78% of consumers will do business with a company again after a mistake. ^[8]
Consumers who rate a company’s service as “good” are 38% more likely to recommend that company. ^[8]
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. ^[8]
Roughly 50% of customers say they would switch to a new brand after one bad experience. ^[8]
After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. ^[8]
Nearly 80% will forgive a bad experience if they rate the service team as “very good.”. ^[8]
78% of customers have backed out of a purchase due to a poor customer experience. ^[8]
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. ^[8]
The effectiveness of bots in resolving issues has fallen to 28%. ^[8]
American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. ^[8]
79% of American internet users are on Facebook, making it the most popular social media platform. ^[8]
33% of customers are most frustrated by having to wait on hold. ^[8]
33% are most frustrated by having to repeat themselves to multiple support reps. ^[8]
In a similar study, nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. ^[8]
53% of shoppers believe their feedback doesn’t go to anyone who can actually act on it. ^[8]
36% of consumers overall will share their customer service experience, whether good or bad. ^[8]
94% of American customers will recommend a company whose service they rate as “very good.”. ^[8]
Only 13% of consumers will recommend a company whose customer service they’ve rated as “very poor.”. ^[8]
50% of customers say they don’t share their bad or good service experiences through social media. ^[8]
Nearly 90% of consumers trust a company whose service they’ve rated as “very good” to take care of their needs. ^[8]
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. ^[8]
89% of companies with “significantly above average” customer experiences perform better financially than their competitors. ^[8]
70% of the customer’s journey is based on how the customer feels they are being treated. ^[8]
Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. ^[8]
On average, customer service agents only ask for a customer’s name 21% of the time. ^[8]
71% of consumers believe that a quick response from your service team can drastically improve their customer experience. ^[8]
Almost 90% of customers report trusting a company whose service they rate as “very good.”. ^[8]
On the other hand, only 16% of those who give a “very poor” rating trust companies to the same degree. ^[8]
90% of customers rate an “immediate” response as important or very important when they have a customer service question. ^[8]
60% of customers define “immediate” as 10 minutes or less. ^[8]
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. ^[8]
Nearly 70% of customers are irritated when their call is transferred from department to department. ^[8]
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. ^[8]
An NPS® promoter score has a customer lifetime value that’s 600% 1400% higher than a detractor. ^[8]
47% of customers say they’ll stop buying from a company if they have a subpar experience. ^[16]
The same study reveals that 76% of customers now say it’s easier than ever to take their business elsewhere. ^[16]
According to another recent study, 91% of customers who are unhappy with a brand will leave without complaining. ^[16]
70% of buying experiences are based on how the customer feels they are being treated. ^[16]
62% of customers say they share their bad experiences with others. ^[16]
The same study by Salesforce showed that 72% of customers will share their good experiences with others. ^[16]
That’s a full 10% more positives than negatives. ^[16]
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. ^[16]
For example 70% of customers say service agents’ awareness of sales interactions is very important to keeping their business. ^[16]
80% of customers say the experience a company provides is just as important as its products or services. ^[16]
59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. ^[16]
90% of people are more likely to trust a company if they have a strong privacy policy. ^[16]
88% of people trust companies that vow not to share their personal information without permission. ^[16]
92% appreciate companies giving them control over what information is collected about them. ^[16]
79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which they’re immediately known and understood. ^[16]
27% of Americans report that ineffective customer service is their number one frustration. ^[16]
Another 12% of Americans rate their number one frustration as “lack of speed”. ^[16]
72% of customers say that explaining their problems to multiple people is poor customer service. ^[16]
79% of consumers who used feedback to complain about poor customer experience online were ignored. ^[16]
33% of consumers would recommend a brand that provides a quick but ineffective response. ^[16]
Only 17% of consumers would recommend a brand that provides a slow but effective solution. ^[16]
Some of the highlights 66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. ^[16]
64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. ^[16]
63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. ^[16]
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. ^[16]
51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. ^[16]
20% of customer service teams use voice activated personal assistants, compared to 54% of customers who use voice assistants to communicate with a company. ^[16]
Highlights include 88% of high performing service decision makers are making significant investments in agent training compared to only 57% of underperformers. ^[16]
83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. ^[16]
69% of high performing service agents are actively looking for situations to use artificial intelligence compared to only 39% of underperformers. ^[16]
Customer service statistics show that service teams are projected to increase their use of AI by 143% over the next 18 months. ^[16]
High performing service teams are 3.2 times more likely than underperformers to have a defined AI strategy. ^[16]
51% of agents without AI say they spend most of their time on mundane tasks, versus 34% of agents with AI. ^[16]
More financial services firms are adopting AI, with 41% using some form of AI compared to other sectors. ^[16]
For example, only 13% of education institutions are using AI. ^[16]
Only 9% of governments use AI chatbots as opposed to 42% of media and communications companies. ^[16]
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. ^[16]
Looking ahead, 82% of service decision makers say their company’s customer service must transform to stay competitive. ^[16]
66% of customers expect companies to understand their needs. ^[11]
Customer centric companies are 60% more profitable than companies that aren’t. ^[11]
Salesforce surveyed over 6,000 consumers and found that 66% of them expected companies to understand their needs and expectations. ^[11]
In addition, 82% of survey respondents expect retailers to be able to accommodate their preferences and meet their expectations. ^[11]
Research shows that one in four customers are willing to pay up to 10% more in almost every industry if they know they’ll receive excellent customer service. ^[11]
A report conducted by Indeed revealed that, of the 1,073 business leaders surveyed, the majority agreed that prioritizing employee happiness provides a competitive advantage (87%) and makes it easier to retain top talent (96%). ^[11]
But while three quarters of executives surveyed report employee expectations around happiness in the workplace have risen in the last five years, 19% of companies have made it a strategic priority. ^[11]
Considering that 48% of customers already feel comfortable with interactions managed by bots, 71% of customers say they would be happy to use a bot if it improved the customer experience,. ^[11]
70% of consumers say that they’re highly likely to purchase exclusively from brands that understand them and their needs, so practicing personalization will pay off for your business. ^[11]
In fact, 76% of businesses report increasing their investments in offering multiple channels for customer service. ^[11]
79% of customers that think businesses can’t protect their information say that it’s because they don’t understand what they’re asked to consent to. ^[11]
63% of survey respondents said they would feel better about a brand if they knew how their information was being used. ^[11]
71% of customers would leave a company if it shared their data without permission. ^[11]
They make up 20% of your customer base but drive 80% of your business. ^[11]
Existing customers are also 50% more likely to try a new product and spend 31% more than new customers. ^[11]
68% of loyal customers will join a loyalty program if offered, so it’s worth considering for your business. ^[11]
When learning about a new product, 60% of customers say they trust the reviews that come from friends, family, and other customers. ^[17]
There is an 80% increase in revenue for businesses that focus on improving customer experience. ^[17]
73% of customers agree that customer experience helps to drive their buying decision. ^[17]
86% of customers say that they are ready to pay more if it means getting a better customer experience. ^[17]
According to 67% of customers, companies are actively working towards improved customer service. ^[17]
As of 2010, only 36% of businesses worldwide were competing on a customer experience basis. ^[17]
Customer experience statistics for 2021 reveal that customers are willing to pay as high as 13% to 18% more for a product or service, provided they receive excellent customer experience. ^[17]
49% of customers agree that they have made impulse purchases after an excellent, customized personal experience with a brand. ^[17]
Recent research revealed that 56% of top professionals involved in customer experience strive to improve the personalization of customer communication. ^[17]
According to customer experience statistics, improved crossselling and up selling (42%), improved customer retention (33%), and improved customer satisfaction (32%). ^[17]
88% of businesses now prioritize customer experience in all of their contact centers. ^[17]
87% of business leaders agree that exceptional customer experience is a must for their organization. ^[17]
However, 11% feel that CX is somewhat important. ^[17]
Only 2% say that customer experience is either not important at all, or not so important to their business. ^[17]
Businesses that prioritize customer experience have a revenue increase of 4 8% higher than their competitor. ^[17]
89% of consumers have moved to a competitor following a poor customer experience with a brand. ^[17]
According to customer experience value statistics, customer lifetime value also increases by 1.6x for customer. ^[17]
74% of customers will most likely switch brands if their favorite one’s purchasing process gives a miserable experience. ^[17]
According to 70% of customers, excellent customer experience should be fast, convenient, helpful, and must do all of that in a friendly manner. ^[17]
A positive customer experience encounter can increase customer spending by up to 140%. ^[17]
According to customer experience stats for 2021, people are likely to deal with your brand in a much larger capacity, become more loyal to it, and even recommend it to others if their previous experiences with you were positive. ^[17]
87% of cutomer would come back to make another purchae from a brand if their previou experiencewere recorded a very good. ^[17]
However, customer experience stats show that only 18% would return if they reportedly had an abysmal experience with your brand. ^[17]
While this is definitely good news, customer experience stats also show that 13% of customers will share a bad customer experience with 15+ people. ^[17]
57% of customers say that they don’t recommend a brand if it has a poorly designed website that is not optimized for mobile. ^[17]
In the first quarter of 2021, it accounted for 70% of all internet traffic globally If your website is not optimized for mobile, then you are missing out on the 3.9 billion potential customers that your business can potentially attract. ^[17]
50% of customers will stop visiting a website if it is not mobile. ^[17]
92% of customers would forget about a brand after experiencing two or three negative customer experiences with that same brand. ^[17]
Only 19.3% of customers that have had a bad customer experience with a brand will report directly to such brand. ^[17]
What’s more is that 33.7% of these customers will talk to family and friends over the phone, email, or even in person, about their poor customer experience. ^[17]
In addition, 10.7% of these customers will prefer to write about their bad experience on Facebook. ^[17]
Another 4.5% will prefer to do so on Twitter. ^[17]
9.9% would post about their poor experience with your brand on a third party website. ^[17]
More than 70% of customer experience leaders in an organization are reportedly struggling to create projects that focus on increasing customer experience. ^[17]
96% of customers agree that customer service plays a vital role in their choice of loyalty to a brand. ^[17]
Companies with a highly engaged workforce far outperform their closest competition by 147% in terms of earnings. ^[17]
80% of companies are now investing in the omnichannel experience. ^[17]
According to customer experience stats, in 2010, we had just 20% of companies investing in the omnichannel experience globally. ^[17]
Companies with the best omnichannel experience for its customers enjoy a 10% yearon. ^[17]
84% of customers centric companies are now focusing their efforts on improving mobile customer experience. ^[17]
67% of customers say that they would prefer self service over speaking with a company representative. ^[17]
AI and machine learning would handle about 40% of all customer interactions by 2024. ^[17]
Customer service stats have it that as of 2018, just 25% of customer interactions were automated through AI and machine learning. ^[17]
90% of business leaders have reportedly increased their customer experience a good deal since they started using data analytics reports. ^[17]
87% of businesses believe that traditional experiences are no longer enough to satisfy customers. ^[17]
Customer satisfaction statistics show that around 65% of customers become loyal customers to businesses that deliver pleasant customer experiences at every point of contact. ^[17]
69% of U.S adults prefer to shop with retailers that consistently deliver good customer service, both in. ^[17]
The share of customers in the United States who stopped doing business with a company because of poor customer service in 2020 was 40%. ^[3]
73% of customers will consider switching to a competitor just after one bad customer experience. ^[3]
66% – Appliances and Technology 57% – Beauty and Cosmetics 50% – Apparel 50% – Personal Care. ^[3]
43% – House and Household Care 41% – Fresh Food. ^[3]
25% – Financial/Credit 24% – General Retail. ^[3]
Customer Retention Rates by Industry 84% – Media. ^[3]
83% – Insurance 81% – IT 78% – Telecom. ^[3]
63% – Retail Industries with the Highest Net Promoter Scores. ^[3]
A significant 64% of customers tried a new customer service channel in 2020. ^[3]
The share of customers in the US that have contacted customer service for any reason has decreased from 71% to 58%. ^[3]
The use of voice in customer service has also decreased in the same period, from 51% to 43%. ^[3]
Despite that, the phone is still the most popular customer support channel preferred by 76% of customers. ^[3]
Together with online chat, phone has been deemed as the easiest channel to use with 64% of customers agreeing. ^[3]
These are followed by email (61%), web self service (58%), mobile app (57%). ^[3]
The two channels with the lowest ratings are live video chat and social media at 49% and 47%, respectively. ^[3]
As messaging support has become the go to channel for customers, 74% who have messaged companies for the first time in 2020 plan to keep doing so. ^[3]
In fact, 41% of customers prefer live chat. ^[3]
However, 42% of businesses think that customers would rather have phone interactions. ^[3]
Top Messaging Channels Used by Companies by Growth 62% –. ^[3]
29% – Web Messaging 27% –. ^[3]
40% – via their website or mobile app 35% – social messaging app. ^[3]
3% – none of the above. ^[3]
42% – via their website or mobile app 39% – social messaging app 17% – SMS/texting. ^[3]
47% – via their website or mobile app 31% – social messaging app 20% – SMS/texting. ^[3]
48% – via their website or mobile app 24% – social messaging app 22% –. ^[3]
5% – none of the above The Benefits of Having Messaging and Live Chat Channels. ^[3]
79% of companies say that live chat has had a positive impact on customer loyalty, sales, and revenue. ^[3]
38% of consumers will more likely buy from a business that offers live chat support. ^[3]
51% of customers are more likely to stick with or purchase again from a business that provides live chat support. ^[3]
Indeed, 63% of consumers who spend $250 to $500 per month online are more likely to buy from and remain loyal to a business that offers live chat support. ^[3]
Companies that leveraged live channels during the pandemic solved 32% more tickets. ^[3]
This is a large dip from 2015’s 85.4%. ^[3]
In 2017, the customer satisfaction rate was 80.6% and went back up to 85.6% in 2021, just 0.2% above of 2015’s figure. ^[3]
The worst customer service experience, according to 76% of customers is a long wait time in reaching an agent. ^[3]
Retail companies that use chatbots are seen by customers as efficient (47%), innovative (40%), and helpful (36%). ^[3]
rise of chatbots , 70% of consumers still prefer human agents to AI technologies. ^[3]
The Americas had the highest share of customers ranking CX capability as excellent at 17.1%. ^[3]
The majority, at 62.2%, rank the general CX capability of firms as seven, eight, or nine out of ten. ^[3]
This is followed by the Asia Pacific region with 8.3% of consumers stating the CX capability is excellent in the region. ^[3]
The majority, at 63.4%, rank CX capability in a region to be either seven, eight, or nine on a scale of one to ten. ^[3]
Only 8% of consumers in Europe rank the region’s CX capability as excellent. ^[3]
A good 18.3% ranked it as a seven out of ten, 27.2% ranked it as an eight out of ten, and 17.9% scored it a nine out of ten. ^[3]
The Middle East and Africa region has the second highest share of consumers, ranking its CX capability as excellent at 15.5%. ^[3]
Another 15.5% rank its CX capability as a nine; 23.2% rank it as an eight, and 22.7% rank it as a seven. ^[3]
During the pandemic, 68% of customers have increased their online shopping. ^[3]
Also, 68% plan to shop at the same rate or even more after the pandemic. ^[3]
First contact resolution declined from 53% to 42%. ^[3]
A good 26.6% of revenue in retail comes from digital orders. ^[3]
10.2% – Ecommerce with Delivery Form Warehouse 5.5% – BOPIS . ^[3]
4.5% – Local Delivery from Store or Other Methods 6.4% – Ship From Store. ^[3]
In 2020, 89.8% of orders are fulfilled with the involvement of stores. ^[3]
– Buy in Store from Warehouse 1.6x – Buy in Store, Pickup in Another Store Share of Retailers Who Have Optimized Customer Journeys 30% – BORIS. ^[3]
22% – Click and Collect 24% – Curbside Pickup 27% – BOPIS . ^[3]
28% – Buy in Store from Warehouse. ^[3]
16% – Buy in Store, Pickup in Another Store. ^[3]
The Top Factors that Impact Customer Satisfaction 70.7% – Ease of Resolution 52.5% – Agent Knowledge 42.8% – Ease of Contact 40.5% – Time Taken to Resolve Queries 23.9% – Organizational Policies 22% –. ^[3]
16.2% – Digital Channel / function doesn’t work 10.8% – Preferred Channel. ^[3]
Can’t trust services will be delivered 5.9% – Other 3.6% – Difficult to speak with a human Benefits of Good Customer Service Statistics. ^[3]
The majority of customers, at 73%, say that they stay loyal to brands because of friendly customer service agents. ^[3]
Also, a good number of repeat customers, at 67%, are more likely to spend more because of excellent customer service. ^[3]
A 5% rise in customer retention of merely 5% can result in a 25% increase in profit. ^[3]
When it comes to the capability of organizations to deliver excellent customer experiences, the public sector has the most number of consumers that feel that they provide an excellent customer experience at 15.6%. ^[3]
The majority, however, at 21.9% only rank the public sector’s CX capability as a seven out of ten. ^[3]
The industry with the second highest share of excellent customer experience rating is the financial services – banking and investment – industry with 14%. ^[3]
The majority of consumers, at 63%, rank CX capability with a score of either seven, eight, or nine. ^[3]
This is followed by retail and wholesale with 13.8%, ranking the industry’s CX as excellent. ^[3]
The majority of customers, at 50.7%, rank CX capability as an eight or a nine. ^[3]
Other industries with more than 10% of customers ranking their CX as excellent include the automotive industry (12.9%), education (11.1%), and healthcare and pharmaceuticals (10%). ^[3]
The three industries that received the lowest shares of excellent ranking are manufacturing (7.9%), insurance (6.8%), and energy and utilities (5.2%). ^[3]
In 2021, it was estimated to have reached $43 million. ^[3]
The United States is likely to account for a little more than 50% of the revenue with a projected figure north of $46 million. ^[3]
Financial Services and AI Enhancing Personalized Service and Customer Satisfaction 36% – North America 35% – Europe 26% – Asia. ^[3]
Most Helpful Things About Chatbots 29% – get answers outside business hours 27% – get faster replies. ^[3]
19% – get an accurate answer 18% – none of the above 7% – don’t need to talk to a human. ^[3]
Most Frustrating Things About Chatbots 43% – can’t get an accurate answer 31% – start over when getting a human agent 23% –. ^[3]
can’t get through a human 3% – none of the above. ^[3]
From 2017 to 2021, the estimated net increase in indirect and/or induced jobs in CRM because of AI around the world is estimated to have reached 1,250,247. ^[3]
18% – billing or payment question 17% – filing a complaint 6% – none of the above Preferences for Human Interactions 40% – filing a complaint 40% – asking for technical support. ^[3]
32% – return or exchange 31% – billing or payment question 27% –. ^[3]
changing an order 23% – requesting a quote 20% – all of the above 13% – tracking an order 13% – checking status or balance 6% – none; I don’t want a human interaction. ^[3]
In fact, 45.9% of businesses say that customer experience is their top priority for the next five years. ^[3]
Among CEOs, 53.8% view CX as a primary differentiator; 40.3% view it as partially a differentiator, and only 5.9% do not consider it as a differentiator at all. ^[3]
A good 52.4% of IT professionals see CX as a primary differentiator; 42.3% see it as a partial differentiator; and only 5.4% don’t think that it is a differentiator at all. ^[3]
Moreover, only 50.5% of CX professionals view customer experience as a primary differentiator while 46% see it as a partial differentiator. ^[3]
Only 3.5% believe that it is not a differentiator at all. ^[3]
Also, a good 39.7% of digital professionals see CX as a primary differentiator. ^[3]
The majority, at 50%, view it as a partial differentiator while 10.3% do not think that it is a differentiator at all. ^[3]
Furthermore, the majority of professionals working in customer service and operations, at 53.9%, view CX as a partial differentiator. ^[3]
A considerable 36.7% believe that it is a primary differentiator. ^[3]
The other 9.4% do not believe that it is a differentiator. ^[3]
A good amount of them, at 35.2%, see it as a primary differentiator. ^[3]
Only 11.2% do not believe that it is a differentiator. ^[3]
That View CX as a Primary Competitive Differentiator for their Organization by Sector in 2021 62% – Financial Services – Insurance 53.9% – Media, Communications, Telecoms 53.4% – Technology 48.1% – Financial Services –. ^[3]
Retailers also realizing that smartphones are here to stay, with a whopping 81% of customers consulting their smartphones before making a purchase. ^[9]
According to Accenture Strategy, businesses in the United States lose $1.6 trillion every year because of poor customer service. ^[9]
Not to mention, 52% of customers have decided to switch their providers based on these poor experiences. ^[9]
These CX/UX designers are missing the mark 70% of the time by not being able to provide projects that improve customer retention and drive results. ^[9]
Unsurprisingly, consumers will pay a 16% price premium for a great customer experience , while a ghastly 17% will walk away after one bad experience and 59% after several lessthan. ^[9]
The 17% and 59% are revenue that could have been retained by a solid customer experience strategy and platform. ^[9]
According to studies conducted by PwC, consumers are willing to pay a 16% premium to receive a great customer experience. ^[9]
According to their research, retained customers will pay a 17% price premium if doing so means they will receive excellent service. ^[9]
When customers contact a brand, a whopping 71% of them expect the customer service agent to know all about the customer’s previous interactions with the brand. ^[9]
And 69% of U.S. adults who shop online and offline will shop more with retailers who give them a customer experience in both channels. ^[9]
Facilitating interdepartmental collaboration will likely be a top priority for companies in 2024. ^[18]
It can lead to higher customer retention rates and increased profits ranging from 25% to 95%. ^[10]
On average, companies can improve the customer experience they offer and see revenue increase anywhere from 10. ^[10]
A mere 23% of customers rescinded negative reviews in return for compensation. ^[10]
More than 89% of companies see customer experience as a principal factor that drives customer loyalty and retention. ^[10]
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%). ^[10]
Millennials choose live chat as their preferred support channel, with 52% saying they would rather converse over text. ^[10]
The report found that 98% of Americans say they switch between devices in a single day. ^[10]
[SourceOracle] Forty seven percent of organizations expect to implement chatbots for customer support services in 2021. ^[10]
When customers contact a brand on Twitter, 53% expect a response within an hour. ^[10]
If customers make a complaint, that number jumps to 78%. ^[10]
Only 4.1% said they would wait as long as it took. ^[10]
60% of customers define “immediate” as ten minutes or less. ^[10]
42% of customers prefer the mobile banking experience, for example, to a desktop and in branch experience, when given a choice. ^[19]
The only customer engagement strategy that a majority of respondents rated as “Excellent”, for example, is social media, at 51%, followed by messaging at 48%. ^[19]
34% of respondents rate them worst or below average. ^[19]
According to one study, customers who are onboarded, for example, have a significantly higher customer satisfaction score than those who don’t. ^[19]
61% of Millennials would be open to having banks share their information with other platforms especially if this allowed them a more full. ^[19]
Indeed, 53% would like to be offered bundled financial products , such as real estate services together with a home loan. ^[19]
Consumers under 35 are more likely to open a primary account with a bank because of a recommendation from friends or family (50%) than because it’s local (30%). ^[19]
( PwC, 2019 Plus, 50% of customers are just as likely to open their next account with a new bank as they are with their existing bank ( PwC, 2019 Consumers are looking for an omnichannel experience. ^[19]
Even in the preCOVID 19 world, only 14% of Millennials felt strongly that their primary financial institution helped them to improve their financial health. ^[19]
They value financial content that “makes my life easier” (31%). ^[19]
26% also value content “that saves me money”. ^[19]
62% say customers aren’t ready for them. ^[19]
64% of advisors with chatbots say that it allows them to spend more time solving complex problems, compared to 50% of those without chatbots. ^[19]

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

Reference

fullstory – https://www.fullstory.com/blog/digital-experience-stats/.
forbes – https://www.forbes.com/sites/blakemorgan/2019/12/16/100-stats-on-digital-transformation-and-customer-experience/.
superoffice – https://www.superoffice.com/blog/customer-experience-statistics/.
financesonline – https://financesonline.com/customer-service-software-statistics/.
hubspot – https://www.hubspot.com/marketing-statistics.
customerthermometer – https://www.customerthermometer.com/customer-service/customer-service-and-satisfaction-statistics-for-2020/.
helpscout – https://www.helpscout.com/75-customer-service-facts-quotes-statistics/.
emplifi – https://emplifi.io/resources/blog/customer-experience-statistics.
hubspot – https://blog.hubspot.com/service/customer-service-stats.
aceyus – https://www.aceyus.com/customer-experience-statistics-channel-silos/.
getvoip – https://getvoip.com/blog/2019/01/29/customer-service-statistics/.
hubspot – https://blog.hubspot.com/service/customer-experience-trends.
nextiva – https://www.nextiva.com/blog/customer-service-statistics.html.
sharpencx – https://sharpencx.com/blog/9-forrester-digital-transformation-statistics/.
qualtrics – https://www.qualtrics.com/blog/online-review-stats/.
hootsuite – https://blog.hootsuite.com/social-media-customer-service/.
salesforce – https://www.salesforce.com/blog/customer-service-stats/.
techjury – https://techjury.net/blog/customer-experience-statistics/.
zendesk – https://www.zendesk.com/blog/customer-service-statistics/.
thewealthmosaic – https://www.thewealthmosaic.com/vendors/unblu/blogs/17-customer-service-statistics-and-trends-in-di-1/.

How Useful is Digital Customer Service Platforms

One of the main benefits of digital customer service platforms is the convenience they offer to both customers and businesses. Customers can easily contact companies from the comfort of their own homes, avoiding the hassle of waiting on hold or navigating through automated phone systems. Likewise, businesses can efficiently manage customer inquiries and complaints through a central platform, streamlining the customer service process and improving response times.

Another advantage of digital customer service platforms is the ability to provide personalized assistance to customers. These platforms utilize data analytics and customer relationship management software to track customer interactions and preferences, allowing businesses to offer tailored solutions and recommendations. This personalization not only enhances the customer experience but also helps build customer loyalty and satisfaction.

Additionally, digital customer service platforms offer businesses the opportunity to leverage automation and self-service options. Chatbots, virtual assistants, and knowledge bases can effectively handle routine inquiries and provide answers to frequently asked questions, freeing up human agents to focus on more complex issues. This automation not only increases efficiency but also ensures that customers receive 24/7 support, regardless of the time or day.

Furthermore, digital customer service platforms enable businesses to easily track and analyze customer feedback and interactions, identifying trends and areas for improvement. By monitoring customer sentiments and sentiment analytics in real time, companies can quickly address any issues or concerns before they escalate, ultimately improving customer satisfaction and retention rates.

Despite these benefits, it is important to acknowledge that digital customer service platforms are not without their challenges. Technical glitches, system downtimes, and cybersecurity breaches can potentially disrupt the customer service experience and erode trust. Companies must invest in robust cybersecurity measures and regularly update their systems to mitigate such risks and ensure a seamless customer service experience.

In conclusion, digital customer service platforms have become an essential tool for businesses looking to improve customer engagement, satisfaction, and loyalty. By offering convenience, personalization, automation, and analytics, these platforms provide a streamlined and efficient way for companies to interact with their customers. While challenges may arise, the benefits of digital customer service platforms far outweigh the potential drawbacks, making them a valuable asset for any modern business looking to elevate their customer service experience.

In Conclusion

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Digital Customer Service Platforms Statistics 2024 – Everything You Need to Know