Help Desk Statistics 2024 - Everything You Need to Know

Are you looking to add Help Desk 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 Help Desk statistics of 2024.

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

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

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

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

Best Help Desk Statistics

Best Help Desk Statistics

☰ Use “CTRL+F” to quickly find statistics. There are total 215 Help Desk Statistics on this page 🙂

Help Desk Market Statistics

79% of customers also say that personalized customer support is more important than personalized marketing. ^[0]
Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. ^[1]

Help Desk Software Statistics

Leveraging help desk software big data can save up to 670 working hours per year, reduce the number of phone calls by 10%, and allow 25% of your help desk resources to be available for attention. ^[0]
Help desk software research shows that only 9% of companies leverage live chat functionalities for their official sites. ^[0]

Help Desk Adoption Statistics

Between 2016 and 2020, self service help desk adoption has grown by 103%. ^[0]

Help Desk Latest Statistics

What’s more, customer service research shows 67% of customers say they’ll pay more for a great experience. ^[2]
The average Call Quality for US Insourced Service Desks is 88.3%. ^[2]
The average Voice Agent Utilization for US Insourced Service Desks is 45.1%. ^[2]
Call Abandonment Rate was as high as 9.6% in our US Insourced Service Desk Benchmark. ^[2]
The average Daily Technician Absenteeism for US Insourced Service Desks is 5.1%. ^[2]
The average % of Contacts Originating in Chat for US Insourced Service Desks is 9.0%. ^[2]
The average Self Help percentage of Total Contacts for US Insourced Service Desks is 9.7%. ^[2]
Net First Level Resolution Rate was as low as 68.8%. ^[2]
37% of organizations provide their service desk employees with performance. ^[3]
IT service desks capitalizing on machine learning enhanced technologies will free up to 30% of support capacity. ^[3]
Only 24 percent of respondents think that existing ITSM best practices have kept up with the changing IT and business landscapes. ^[3]
Most support teams measure their performance through customer satisfaction survey results (48%) and number of tickets resolved (39%). ^[3]
For growing companies, improving the customer experience (55% of respondents) and increasing operational efficiency (53% of respondents) are the top initiatives driving IT investments. ^[3]
44% of businesses have already started a digital first approach to customer engagement. ^[3]
A mere 19% of companies have employed a dedicated customer experience team that helps bridge gaps in the business. ^[3]
Over the next two years, 56% of companies will have a significant proportion of their support team working from home. ^[3]
Around 32% of major businesses around the world have adopted AI customer service technologies, the second most common use of AI after IT. ^[3]
More than half of executives surveyed (53%). ^[3]
Less than 60% of organizations use automated alerts and reporting in their service desk. ^[3]
25% percent of customer service and support operations will integrate virtual customer assistant or chatbot technology across multiple engagement channels by 2020. ^[3]
About 75% of companies plan to invest in automation technologies such as Artificial Intelligence and process automation. ^[3]
Customer service agents who work along with AI have experienced a 69% improvement in their satisfaction. ^[3]
However, with the help of automation, 22% of total service desk tickets can be resolved at practically no cost. ^[3]
Around 70% of cloud contact center users cite security and compliance as the biggest reasons to invest in cloud technology. ^[3]
Customers are willing to spend 17% more with a company that offers outstanding customer service. ^[3]
About 30% of respondents believe that the most crucial aspect of customer service is speaking with a knowledgeable and friendly agent. ^[3]
Around 77% of customers will be willing to recommend a brand to a friend or family after having a single positive experience. ^[3]
68% of customers say that a brand’s perception becomes positive when they send proactive customer service notifications to them. ^[3]
According to 62% of customers, service insight and knowledge is key to a good customer service experience. ^[3]
52% of customers revealed that they have made an additional purchase from a company after a positive customer service experience. ^[3]
Businesses that offer delightful customer experiences, drive revenues 4% to 8% higher than those of their competitors. ^[3]
Overall, 84% of customers say that being treated like a person, not a ticket, is very important to winning their business. ^[3]
71% of Americans say the communications they receive from brands never, rarely, or only sometimes feel personal. ^[3]
67% of customer churn is preventable if brands resolve customer issues in the first contact itself. ^[3]
According to 31% of global respondents, the need to repeat their information multiple times is the most frustrating aspect of their customer service experience. ^[3]
20% of global respondents consider the difficulty in reaching a live human agent as the most frustrating part of contacting a business for support. ^[3]
One in three customers (33%). ^[3]
49% of American customers switched companies last year due to poor customer service. ^[3]
75% of companies believe themselves to be customer centric, however, only 30% of customers agree. ^[3]
54% of customers used email for customer service last year, making it the most used digital channel for customer service. ^[3]
57% of customers are more likely to contact businesses via digital media such as email or social media rather than use voice. ^[3]
Companies that scored 90% or higher for customer satisfaction over live chat had an average wait time of just 46 seconds. ^[3]
30% of American consumers rate chatbot interactions as “very effective” in dealing with customer service requests or issues. ^[3]
40 percent of customers prefer self service over human contact. ^[3]
91% of customers would use a self service knowledge base if it were available and tailored to their needs. ^[3]
Around 48% of customers expect a brand to respond to their social media questions and complaints within 24 hours. ^[3]
33% of respondents aged 18 34 have contacted a company’s customer service team via social media. ^[3]
31% of customers report reaching out to a business via Twitter. ^[3]
The average service desk spends 68.5% of its budget on staffing costs and only 9.3% on technology. ^[3]
Overall employment of computer support specialists is projected to grow 9 percent from 2020 to 2030, about as fast as the average for all occupations. ^[4]
For example, you might find that 20% of all customers receive a reply within 1 hour of contacting support, 50% receive replies within 2 hours, and 95% receive a reply within 24 hours. ^[5]
84% of shoppers are willing to spend more to get better customer service. ^[0]
52% of brands report that technology helps them deliver better customer support operations. ^[0]
Meanwhile, 86% of service teams note that having a help desk system increases their productivity. ^[0]
Moreover, among high growth service teams, 51% rely on help desk systems. ^[0]
The communication channels that customers most often use are chatbot (44%), Facebook (42%), WhatsApp (34%), SMS (32%), Email (28%), and Twitter (19%). ^[0]
93% of customer support teams say that the expectations of consumers today are higher than ever. ^[0]
For starters, 75% of shoppers expect consistency across customer support channels. ^[0]
In addition, 46% of shoppers say that being able to interact on their preferred channel is an important aspect of the personalized help desk experience. ^[0]
In line with this, consumers say that it is important for businesses to take note of their identification (66%), previous conversations (56%), and purchase history (55%). ^[0]
Lastly, 90% of customers see problem resolution as the most critical customer service issue they have. ^[0]
By automating the process, 22% of total service desk tickets were resolved at practically no cost. ^[0]
The most used digital customer service channel is email, with 47% of consumers opting to leverage the platform for their queries in the previous years. ^[0]
36% of consumers over the age of 56 prefer conversing over the phone than any other communication channel. ^[0]
23% of consumers prefer phone calls as their main customer service channel. ^[0]
However, companies only utilize 45.1% of their voice call agents. ^[0]
The call abandonment rate in the US can get as high as 9.6%. ^[0]
3.80 billion people are active social media users, making up 49% of the worldwide population. ^[0]
Among the most used mobile apps are for social networking (89%). ^[0]
32.3% of consumers under the age of 25 say. ^[0]
Addressing complaints on social media can increase customer advocacy by up to 25%. ^[0]
25% of which says it should be within 24 hours, 10% says it should be within 60 minutes, and 12% says it should be within 30 minutes. ^[0]
37% of consumers message a brand on social media to get help on customer service concerns. ^[0]
The top three reasons why consumers unfollow brands on social media include poor customer support (49%), poor product quality (49%), and too many ads (45%). ^[0]
23% of consumers prefer using live chat compared to other customer support channels. ^[0]
Live chat can increase conversion rates by 3.84%. ^[0]
As such, 90% of service teams say that live chat is a successful channel when it comes to helping customers. ^[0]
The use of chatbots in customer service is predicted to grow at a CAGR of 31.6% from 2019 to 2026. ^[0]
52% of consumers say they will repurchase from companies that provide live chat as an option for customer support. ^[0]
68% of customers view the provision of self service options as a form of customer service. ^[0]
42% of customers prefer self service options over contacting a live agent (58%). ^[0]
Customers prefer self service options for mobile AIA (65%), SMS (64%), mobile app notifications (59%), messaging apps (47%), and email (45%). ^[0]
It is least preferred on chat (26%) and voice calls (10%). ^[0]
69% of consumers prefer to resolve their customer service problems on their own before seeking help from agents. ^[0]
Meanwhile, when faced with product/service/technical issues, 63% of consumers begin by researching the company’s online resources before contacting the help desk. ^[0]
86% of customers say they expect to be able to move from channel to channel but still have seamless conversations with agents. ^[0]
70% of consumers say they have a favorable view of brands that provide proactive customer service. ^[0]
59% of customers report having higher customer service expectations in 2019 compared to 2018. ^[0]
A more recent study reported that 93% of service teams believe that customer support expectations in 2020 are higher than ever. ^[0]
Moreover, 86% say customers are more informed now than in the past. ^[0]
33% of customers say the most important aspect of a good customer experience is to get their issue resolved in one interaction. ^[0]
75% of consumers expect companies to anticipate their needs. ^[0]
In addition, 84% of customers say that they have a better impression of brands that treat them like a person, not a number. ^[0]
57% of consumers have stopped patronizing companies because a competitor offered better customer service. ^[0]
What is more, customers say they want a fast resolution (61%), a favorable outcome (57%), and convenience (47%). ^[0]
27% of consumers want proactive customer service. ^[0]
70% of customers expect businesses to offer them the same standard of personalized service across physical stores and online platforms. ^[0]
64% of consumers feel that a lack of personalization makes them feel like they are being treated more like tickets than paying customers. ^[0]
Average ticket volume has risen by 16% since the pandemic, making it more difficult for help desk agents. ^[0]
Globally, help desk interactions increased on WhatsApp 111%, SMS (15%), social media (11%), and chat (10%). ^[0]
Moreover, when it comes to concerns related to the pandemic, 58% of customers prefer calling support agents over other channels. ^[0]
64% of workers, which include help desk agents, in the United States have shifted to remote work due to the pandemic. ^[0]
64% of companies are looking to increase automation technology investments as a result of the pandemic. ^[0]
42 Percent of Consumers Complaining in Social Media Expect 60 Minute Response Time. ^[0]
Teams using Help Scout are set up in minutes, twice as productive, and save up to 80% in annual support costs. ^[1]
68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. ^[1]
For 86%, good customer service turns onetime clients into long. ^[1]
An NPS Promoter score has a customer lifetime value thatâs 600% 1,400% higher than a Detractor. ^[1]
89% of consumers are more likely to make another purchase after a positive customer service experience. ^[1]
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. ^[1]
If the companyâs customer service is excellent, 78% of consumers will do business with them again after a mistake. ^[1]
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. ^[1]
Consumers who rate a companyâs service as âgoodâ are 38% more likely to recommend that company. ^[1]
83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. ^[1]
80% of companies use customer satisfaction scores to analyze customer experience and improve it. ^[1]
72% of companies believe they can use analytics reports to improve the customer experience. ^[1]
This is a 16.9% yearover year increase from its value of $6.5 billion in 2019. ^[1]
58% of American consumers will switch companies because of poor customer service. ^[1]
65% of customers said they have changed to a different brand because of a poor experience. ^[1]
After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. ^[1]
(Nearly 80% will forgive a bad experience if they rate the service team as âvery good.â). ^[1]
78% of customers have backed out of a purchase due to a poor customer experience. ^[1]
60% of customers define âimmediateâ as 10 minutes or less. ^[1]
More than 70% of consumers believe that companies should collaborate on their behalf so they donât have to repeat information to different representatives. ^[1]
90% of consumers worldwide consider issue resolution as their most crucial customer service concern. ^[1]
70% of customers report that technology makes it simple to take their business to a competitor if needed. ^[1]
90% of Americans use customer service as a factor in deciding whether or not to do business with a company. ^[1]
71% of consumers believe that a quick response from a service team can drastically improve their customer experience. ^[1]
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. ^[1]
70% of the customerâs journey is based on how the customer feels they are being treated. ^[1]
53% of shoppers believe their feedback doesnât go to anyone who can act on it. ^[1]
Nearly 90% of consumers trust a company whose service theyâve rated as âvery goodâ to take care of their needs. ^[1]
With this level of response rate, 71% of younger consumers believe that their experience is drastically improved â and it snowballs from there. ^[1]
The second exciting statistic is that more than 70% of consumers believe that companies should collaborate on their behalf. ^[1]
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. ^[1]
80% of customers say the experience a company provides is just as necessary as its products or services. ^[1]
63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. ^[1]
59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. ^[1]
90% of people are more likely to trust a company if they have a firm privacy policy. ^[1]
Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. ^[1]
88% of people trust companies that vow not to share their personal information without permission. ^[1]
92% of customers appreciate companies giving them control over what information is collected about them. ^[1]
23% of businesses use social media as a tool to collect and analyze data. ^[1]
79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which theyâre immediately known and understood. ^[1]
56% of customers donât mind sharing their personal information in exchange for better service. ^[1]
On average, customer service agents only ask for a customerâs name 21% of the time. ^[1]
After all, about 90% of customers are more likely to trust you if youâve got a stellar privacy policy. ^[1]
While 50% of customers donât share their experiences on social media, 72% will talk about them in person. ^[1]
36% of consumers will share their customer service experience, whether good or bad. ^[1]
87% of consumers read online reviews for local businesses in 2020. ^[1]
72% of customers will share their good experiences with others. ^[1]
72% of customers will tell six or more people if they have a satisfying experience. ^[1]
94% of American customers will recommend a company whose service they rate as âvery good.â. ^[1]
67% of customers report a terrible customer experience as the reason for switching businesses. ^[1]
Only 13% of consumers will recommend a company whose customer service theyâve rated as âvery poor.â. ^[1]
50% of customers say they donât share their bad or good service experiences through social media. ^[1]
33% of consumers would recommend a brand that provides a quick but ineffective response. ^[1]
78% of customers who complain to a brand on Twitter expect a response within an hour. ^[1]
13% of customers tell 15 or more people if they have a negative experience. ^[1]
79% of customers who share their complaints online see their complaints ignored. ^[1]
Only 17% of consumers would recommend a brand that provides a slow but effective solution. ^[1]
Only 1 in 26 customers will tell a business about their negative experience; according to customer service facts, the rest simply leave. ^[1]
75% of customers desire a consistent experience, regardless of how they engage a company. ^[1]
The effectiveness of bots in resolving issues has fallen to 28%. ^[1]
American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. ^[1]
64% of customers want to shop with companies that can meet their needs in real. ^[1]
64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. ^[1]
A study has shown that more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives. ^[1]
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. ^[1]
63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. ^[1]
51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. ^[1]
28% of consumers say the most frustrating issue is information that is simple but hard to find. ^[1]
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. ^[1]
66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. ^[1]
79% of American internet users are on Facebook, making it the most popular social media platform. ^[1]
95% of adults between the ages of 18 34 are likely to follow a brand through social media channels. ^[1]
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. ^[1]
Nearly 70% of customers are irritated when their call is transferred from one department to another. ^[1]
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. ^[1]
70% of unhappy customers whose problems are resolved are willing to shop with a business again. ^[1]
Nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. ^[1]
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. ^[1]
35% of customers have become angry when talking to customer service. ^[1]
27% of Americans report that ineffective service is their number one customer service frustration. ^[1]
12% of Americans rate their number one service frustration as âlack of speed.â. ^[1]
72% of customers say that explaining their problems to multiple people is poor customer service. ^[1]
79% of consumers who used online feedback to complain about a poor customer experience were ignored. ^[1]
84% of customers report that their expectations had not been exceeded in their last interaction with customer service. ^[1]
78% of customers have given up on a transaction because of a negative customer experience. ^[1]
67% of customers end a call in frustration when they cannot reach a customer service representative. ^[1]
88% of highperforming service decision makers are investing significantly in agent training compared to only 57% of underperformers. ^[1]
83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. ^[1]
69% of high performing service agents actively look for situations to use artificial intelligence compared to only 39% of underperformers. ^[1]
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. ^[1]
Call center statistics have placed it as high as 45%!. ^[1]
31% of consumers consider a knowledgeable agent to be the most crucial factor for a positive customer experience. ^[1]
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. ^[1]
89% of companies with âsignificantly above averageâ customer experiences perform better financially than their competitors. ^[1]
24% of consumers keep doing business with vendors for two or more years after a positive encounter. ^[1]
64% of U.S. consumers contacted customer service in 2017. ^[1]
73% of customers say they stay loyal to brands because of friendly customer service agents. ^[1]
73% of customers fall in love with a brand because of friendly customer service representatives. ^[1]
Thatâs between $30k and $45k in expenses for losing employees who were likely doing an excellent job. ^[1]
The typical level of difficult calls ranges from 10% to 20%, but the pandemic made customer experience statistics worse. ^[1]
The average company saw the percentage of calls scored as âdifficultâ by reps increase by more than 100%. ^[1]
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. ^[1]
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. ^[1]
The chances are usually 80% when the customer service experience is excellent. ^[1]
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. ^[1]
Byte size learning in flow of work Auto resolution skills AI capabilities to automate 50% of tickets Built for Microsoft Teams Service Desk built to deliver advanced automation and amazing experience for MS Teams users Teams App for employee self. ^[6]

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

Reference

financesonline – https://financesonline.com/help-desk-statistics-analysis-of-trends-data-and-market-share/.
helpscout – https://www.helpscout.com/75-customer-service-facts-quotes-statistics/.
unicomcorp – https://www.unicomcorp.com/blog/10-it-help-desk-statistics/.
proprofsdesk – https://www.proprofsdesk.com/blog/help-desk-statistics/.
bls – https://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm.
goboomtown – https://www.goboomtown.com/blog/help-desk-metrics.
rezolve – https://www.rezolve.ai/blogs/40-Employee-Service-Desk-Statistics-Are-You-Ready-For-2021.

How Useful is Help Desk

One of the key benefits of a help desk is its ability to provide personalized support to users. In a world where technology is constantly evolving and becoming more complex, having a dedicated team of support personnel available to assist users with their questions and concerns can make a significant difference. The help desk can provide assistance with a wide range of issues, from troubleshooting software problems to helping users navigate new systems and tools.

Additionally, the help desk serves as a central hub for information and knowledge sharing within an organization. Help desk personnel are often a wealth of knowledge when it comes to understanding the organization’s systems and processes, making them valuable resources for both users and other members of the organization. By offering guidance and support, the help desk can help ensure that employees are equipped to perform their jobs effectively and efficiently.

Another benefit of the help desk is its role in fostering a positive user experience. By providing timely and effective support, the help desk can help users feel valued and appreciated, increasing their satisfaction with the organization as a whole. A positive user experience can lead to increased productivity, employee retention, and overall customer satisfaction.

In addition to providing support to end-users, the help desk also plays a vital role in identifying and resolving technical issues before they escalate into larger problems. By monitoring and addressing issues in real-time, the help desk can help prevent downtime and minimize disruptions to the organization’s operations. This proactive approach can save time and resources in the long run, making the help desk an invaluable asset to the organization.

While it is true that self-service options and automated tools have made it easier for users to troubleshoot and resolve simple issues on their own, there are still many situations where a human touch is necessary. Help desk personnel can offer personalized support, empathy, and expertise that automated systems cannot match. The ability to speak with a real person who can understand and address their concerns can be a significant source of comfort and reassurance for users facing technical challenges.

In conclusion, the help desk remains a crucial component of any organization’s support structure. By providing personalized assistance, fostering knowledge sharing, promoting a positive user experience, and proactively addressing technical issues, the help desk plays a vital role in ensuring the smooth operation of an organization. While technology may continue to evolve, the human touch and expertise offered by the help desk will always be a valuable resource for users seeking assistance.

In Conclusion

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

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

Help Desk Statistics 2024 – Everything You Need to Know