{"id":20634,"date":"2019-06-14T11:18:50","date_gmt":"2019-06-14T11:18:50","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=20634"},"modified":"2026-01-20T11:31:08","modified_gmt":"2026-01-20T11:31:08","slug":"customer-service-statistics","status":"publish","type":"post","link":"https:\/\/www.proprofschat.com\/blog\/customer-service-statistics\/","title":{"rendered":"104 Essential Customer Service Statistics &#038; Trends of 2026"},"content":{"rendered":"\n<p><br>Do you know how to keep your customers satisfied?<\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Customer service is a high-stakes game. Every company is competing for the same customers, and <strong><a href=\"https:\/\/www.proprofschat.com\/blog\/how-to-achieve-customer-satisfaction\/\">customer satisfaction<\/a><\/strong> is one of the main differentiators between success and failure. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">For this reason, customer experience has become the key to business success. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Worried?<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Don\u2019t be. <\/span><\/p>\n\n\n\n<p><strong>We\u2019ve compiled a list of&nbsp;105 customer service statistics and trends to help you provide delightful support experience.<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#cxt\"><span style=\"font-weight: 400;\">Latest Customer Experience Trends<\/span><\/a><\/li>\n\n\n\n<li><a href=\"#cx\"><span style=\"font-weight: 400;\">What Customers Think of CX<\/span><\/a><\/li>\n\n\n\n<li><a href=\"#CommunicationStatistics\"><span style=\"font-weight: 400;\">Customers Communication Statistics<\/span><\/a><\/li>\n\n\n\n<li><a href=\"#PoorCustomerService\"><span style=\"font-weight: 400;\">Poor Customer Service Experiences<\/span><\/a><\/li>\n\n\n\n<li><a href=\"#personaltouch\"><span style=\"font-weight: 400;\">How Personal Touch Empowers Businesses<\/span><\/a><\/li>\n\n\n\n<li><a href=\"#GreatCustomerService\"><span style=\"font-weight: 400;\">Great Customer Service Statistics<\/span><\/a><\/li>\n\n\n\n<li><a href=\"#brandloyalty\"><span style=\"font-weight: 400;\">Building Brand Loyalty<\/span><\/a><\/li>\n\n\n\n<li><a href=\"#Millennials\"><span style=\"font-weight: 400;\">Millennials Today<\/span><\/a><\/li>\n\n\n\n<li><a href=\"#socialmedia\"><span style=\"font-weight: 400;\">Customer Service Stats for Social Media<\/span><\/a><\/li>\n\n\n\n<li><a href=\"#AutomationandSelfService\"><span style=\"font-weight: 400;\">Rise of the Automation Industry &amp; Self-Service<\/span><\/a><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Build_a_Delightful_Customer_Experience_With_These_Customer_Service_Statistics\"><\/span><strong>Build a Delightful Customer Experience With These Customer Service Statistics<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Access to trends and insights on customer experience is important for your brand to learn about the areas where you can improve your services and products. With this blog, we aim to help you do just that. Let\u2019s take a look at the stats below.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"cxt\"><span class=\"ez-toc-section\" id=\"Latest_Customer_Experience_Trends\"><\/span><b>Latest Customer Experience Trends<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/06\/latest-cx-trends-min.png\" alt=\"Latest customer experience trends\" class=\"wp-image-22080\" title=\"Latest customer experience trends\"\/><\/figure>\n<\/div>\n\n\n<p><span style=\"font-weight: 400;\"><strong>1.&nbsp;<\/strong>A customer experience promoter has a lifetime value to a company that\u2019s 600 to 1,400% that of a detractor. \u2013 <\/span><a href=\"https:\/\/www.bain.com\/infographics\/five-disciplines\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Bain<\/span><\/a><span id=\"A customer experience promoter has a lifetime value to a company that\u2019s 600 to 1,400% that of a detractor.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>2.<\/strong> 46% of decision-makers in global contact centers expect their business to grow 5-10% in the next year, while 14% project a massive growth of more than 10%. \u2013 <\/span><a href=\"https:\/\/lmistatic.blob.core.windows.net\/document-library\/boldchat\/pdf\/en\/forrester-2018-customer-service-trends.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Forrester<\/span><\/a><span id=\"46% of decision-makers in global contact centers expect their business to grow 5-10% in the next year, while 14% project a massive growth of more than 10%.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>3.<\/strong> Around 54% of all consumers globally say they have higher customer service expectations than they did just one year ago. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"Around 54% of all consumers globally say they have higher customer service expectations than they did just one year ago.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>4.&nbsp;<\/strong>Worldwide, 67% of people believe that customer service as a whole is improving. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"Worldwide, 67% of people believe that customer service as a whole is improving.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>5.<\/strong> In 2017, 64% of customers in the United States connected with some form of customer service. \u2013 <a href=\"https:\/\/www.statista.com\/statistics\/815526\/customers-who-have-contacted-customer-service-in-the-past-month-us\/\" target=\"_blank\" rel=\"noopener\">Statista<\/a><span id=\"In 2017, 64% of customers in the United States connected with some form of customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>6.<\/strong>&nbsp;56% of people around the globe believe that companies need to take action on feedback provided by their customers. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"56% of people around the globe believe that companies need to take action on feedback provided by their customers.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>7.&nbsp;<\/strong>81% of Americans report that businesses are either meeting or exceeding expectations when it comes to customer service. \u2013 American Express<\/span><span id=\"81% of Americans report that businesses are either meeting or exceeding expectations when it comes to customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>8.<\/strong> 40% of all Americans believe that businesses have begun to better focus their attention on customer service. \u2013 American Express<\/span><span id=\"40% of all Americans believe that businesses have begun to better focus their attention on customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>9.<\/strong> 75% of brands report that they are measuring customer engagement, but cannot define what it is. \u2013 <\/span><a href=\"https:\/\/www.huffpost.com\/entry\/50-important-customer-exp_b_8295772\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Kolsky<\/span><\/a><span id=\"75% of brands report that they are measuring customer engagement, but cannot define what it is.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>10.<\/strong> 60% of customer service teams deliver support across three or more channels. &#8211; <a href=\"https:\/\/hiverhq.com\/blog\/customer-service-benchmark-report-2021\" target=\"_blank\" aria-label=\"undefined (opens in a new tab)\" rel=\"follow noopener\">Hiver<\/a><span id=\"75% of brands report that they are measuring customer engagement, but cannot define what it is.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><i><span style=\"font-weight: 400;\"> Customers today have higher expectations from brands. Due to this, we see many brands working day and night to improve customer experience with an intent to exceed their expectations with their services.<\/span><\/i><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"cx\"><span class=\"ez-toc-section\" id=\"What_Customers_Think_of_CX\"><\/span><b>What Customers Think of CX<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/06\/customer-think-for-cx-min.png\" alt=\"Customer think statistics &amp; facts of 2020\" class=\"wp-image-22086\" title=\"Customer think statistics &amp; facts of 2020\"\/><\/figure>\n<\/div>\n\n\n<p><span style=\"font-weight: 400;\"><strong>10.<\/strong> When it comes to making a purchase, 64% of people find customer experience more important than price. \u2013 <\/span><a href=\"https:\/\/www.gartner.com\/en\/documents\/2857722\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Gartner<\/span><\/a><span id=\"When it comes to making a purchase, 64% of people find customer experience more important than price.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>11.<\/strong> The majority (66%) of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience. \u2013 <\/span><a href=\"https:\/\/www.forrester.com\/report\/2018+Customer+Service+Trends+How+Operations+Become+Faster+Cheaper+And+Yet+More+Human\/-\/E-RES142291\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Forrester<\/span><\/a><span id=\"The majority (66%) of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>12.<\/strong> B2B decision makers felt the lack of speed in interactions with their suppliers is the number one pain point, mentioning twice as often as price. \u2013 <\/span><a href=\"https:\/\/experiencematters.blog\/category\/temkin-group-research\/business-impact\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Temkin Group<\/span><\/a><span id=\"B2B decision makers felt the lack of speed in interactions with their suppliers is the number one pain point, mentioning twice as often as price.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>13.<\/strong> Feeling unappreciated is the #1 reason customers switch away from products and services. \u2013 <\/span><span style=\"font-weight: 400;\">NewVoiceMedia<\/span><span id=\"Feeling unappreciated is the #1 reason customers switch away from products and services.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><i><span style=\"font-weight: 400;\"> Customers give more importance to the services and are ready to pay more for quality. They wish to avoid lack of speed when it comes to support interactions because it makes them feel unappreciated.<\/span><\/i><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"CommunicationStatistics\"><span class=\"ez-toc-section\" id=\"Customers_Communication_Statistics\"><\/span><b>Customers Communication Statistics<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/06\/customer-communication-statistics-min.png\" alt=\"Customers communication statistics\" class=\"wp-image-22083\" title=\"Customers communication statistics\"\/><\/figure>\n<\/div>\n\n\n<p><span style=\"font-weight: 400;\"><strong>14.<\/strong> Out of all customer service engagements around the world in 2017, &nbsp;52% began online. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"Customers give more importance to the services and are ready to pay more for quality. They wish to avoid lack of speed when it comes to support interactions because it makes them feel unappreciated.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>15.<\/strong> 67% of customer service interactions can be handled by a dedicated community of core customers. \u2013 <\/span><a href=\"https:\/\/www.huffpost.com\/entry\/50-important-customer-exp_b_8295772\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Kolsky<\/span><\/a><span id=\"67% of customer service interactions can be handled by a dedicated community of core customers.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>16.<\/strong> 90% of consumers expect an online portal for customer service. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"90% of consumers expect an online portal for customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>17.<\/strong> 88% of consumers are influenced by online customer service reviews when making a buying decision. \u2013 <\/span><a href=\"https:\/\/d16cvnquvjw7pr.cloudfront.net\/resources\/whitepapers\/Zendesk_WP_Customer_Service_and_Business_Results.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Dimensional Search<\/span><\/a><span id=\"88% of consumers are influenced by online customer service reviews when making a buying decision.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>18.<\/strong> 68% of consumers say that a <a href=\"https:\/\/www.proprofssurvey.com\/blog\/brand-perception\/\">brand\u2019s perception<\/a> becomes positive when companies send proactive customer service notifications to them. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"68% of consumers say that a brand\u2019s perception becomes positive when companies send proactive customer service notifications to them.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>19.<\/strong> 86% of millennials say they are influenced by negative reviews when purchasing a product or service. \u2013 <\/span><a href=\"https:\/\/d16cvnquvjw7pr.cloudfront.net\/resources\/whitepapers\/Zendesk_WP_Customer_Service_and_Business_Results.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Dimensional Research<\/span><\/a><span id=\"86% of millennials say they are influenced by negative reviews when purchasing a product or service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>20.<\/strong> 23% of consumers seek face-to-face interactions for complicated customer service issues like troubleshooting. \u2013 American Express<\/span><span id=\"23% of consumers seek face-to-face interactions for complicated customer service issues like troubleshooting.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>21.<\/strong> 57% of customers would rather contact companies via digital media such as email than use voice-based customer support. \u2013 <\/span><a href=\"https:\/\/www.ameyo.com\/blog\/customer-experience-statistics-which-will-impact-your-business-in-2016\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Ameyo<\/span><\/a><span id=\"57% of customers would rather contact companies via digital media such as email than use voice-based customer support.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>22.<\/strong> For more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone. \u2013 American Express<\/span><span id=\"For more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>23.<\/strong> 74% of Americans have used the landline to contact customer service. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"74% of Americans have used the landline to contact customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>24.<\/strong> Globally, only 5% of customer service interactions begin with a face-to-face meeting.<\/span><span id=\"Globally, only 5% of customer service interactions begin with a face-to-face meeting.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">\u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>25.<\/strong> 79% among millennials are more inclined to buy from brands that have a mobile-responsive customer support portal. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"79% among millennials are more inclined to buy from brands that have a mobile-responsive customer support portal.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>26.<\/strong> Nearly 1\/3 of customers report sending an SMS\/text message to the company requesting assistance. \u2013 <\/span><a href=\"https:\/\/lmistatic.blob.core.windows.net\/document-library\/boldchat\/pdf\/en\/forrester-2018-customer-service-trends.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Forrester<\/span><\/a><span id=\"Nearly 1\/3 of customers report sending an SMS\/text message to the company requesting assistance.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>27.<\/strong> One-third of all customers use their mobile device to initiate contact with customer service. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"One-third of all customers use their mobile device to initiate contact with customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>28.<\/strong> 29% of global companies prefer smartphones and mobile devices to traditional computers due to mobility. \u2013 <\/span><a href=\"https:\/\/www.huffpost.com\/entry\/50-important-customer-exp_b_8295772\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Kolsky<\/span><\/a><span id=\"29% of global companies prefer smartphones and mobile devices to traditional computers due to mobility.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>29.<\/strong> 66% of consumers have used at least 3 different communication channels to contact customer service. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"66% of consumers have used at least 3 different communication channels to contact customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>30.<\/strong> 33% of customers have contacted a company through Facebook or similar social channels. \u2013 <\/span><a href=\"https:\/\/lmistatic.blob.core.windows.net\/document-library\/boldchat\/pdf\/en\/forrester-2018-customer-service-trends.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Forrester<\/span><\/a><span id=\"33% of customers have contacted a company through Facebook or similar social channels.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><i><span style=\"font-weight: 400;\"> Customers instant engagement with a brand and expect the organization to provide online support to help them find answers fast. What\u2019s more, they tend to give more preference to companies who have a mobile-responsive customer support portal and provide help through more than 3 different communication channels.<\/span><\/i><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"PoorCustomerService\"><span class=\"ez-toc-section\" id=\"Poor_Customer_Service_Experiences\"><\/span><b>Poor Customer Service Experiences<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/06\/poor-customer-service-experence-min.png\" alt=\"Poor customer service experiences\" class=\"wp-image-22090\" title=\"Poor customer service experiences\"\/><\/figure>\n<\/div>\n\n\n<p><span style=\"font-weight: 400;\"><strong>31.<\/strong> 4 out of 10 consumers will recommend others not to buy from a business if they have had poor customer service with them. \u2013 <\/span><a href=\"https:\/\/d16cvnquvjw7pr.cloudfront.net\/resources\/whitepapers\/Zendesk_WP_Customer_Service_and_Business_Results.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Dimensional Research<\/span><\/a><span id=\"4 out of 10 consumers will recommend others not to buy from a business if they have had poor customer service with them.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>32.<\/strong> Even though fewer customers may be experiencing problems, more customers are inclined to complain about customer service problems than ever before. \u2013 <\/span><a href=\"https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/nl\/Documents\/consumer-business\/deloitte-nl-the-digital-transformation-of-customer-services.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Deloitte<\/span><\/a><span id=\"Even though fewer customers may be experiencing problems, more customers are inclined to complain about customer service problems than ever before.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>33.<\/strong> 44% of consumers say they received the wrong answer from a customer service representative in the past. \u2013 <\/span><a href=\"https:\/\/www.huffpost.com\/entry\/50-important-customer-exp_b_8295772\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Kolsky<\/span><\/a><span id=\" 44% of consumers say they received the wrong answer from a customer service representative in the past.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>34.<\/strong> 72% of consumers consider it poor customer service if they had to explain their problem to multiple people. \u2013 <\/span><a href=\"https:\/\/d16cvnquvjw7pr.cloudfront.net\/resources\/whitepapers\/Zendesk_WP_Customer_Service_and_Business_Results.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Dimensional Research<\/span><\/a><span id=\"72% of consumers consider it poor customer service if they had to explain their problem to multiple people.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>35.<\/strong> 47% of consumers have made the choice to switch to a different brand due to bad customer service within the last year. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"47% of consumers have made the choice to switch to a different brand due to bad customer service within the last year. \" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>36.<\/strong> After a bad customer service experience, 39% of customers will avoid a company for two years. \u2013 <\/span><a href=\"https:\/\/d16cvnquvjw7pr.cloudfront.net\/resources\/whitepapers\/Zendesk_WP_Customer_Service_and_Business_Results.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Dimensional Research<\/span><\/a><span id=\"After a bad customer service experience, 39% of customers will avoid a company for two years.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>37.<\/strong> 91% of customers who are unhappy with a brand will just leave without complaining.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">\u2013 <\/span><a href=\"https:\/\/www.huffpost.com\/entry\/50-important-customer-exp_b_8295772\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Kolsky<\/span><\/a><span id=\"91% of customers who are unhappy with a brand will just leave without complaining.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>38.<\/strong> 79% of consumers who shared complaints about poor customer experience online had their complaints ignored. \u2013 <\/span><a href=\"https:\/\/www.customerthermometer.com\/customer-service\/customer-service-and-satisfaction-statistics-for-2019\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Harris Interactive<\/span><\/a><span id=\"79% of consumers who shared complaints about poor customer experience online had their complaints ignored.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>39.<\/strong>&nbsp;56% of people around the world have stopped doing business with a company because of poor customer service experience. \u2013 <a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\">Microsoft<\/a><span id=\"56% of people around the world have stopped doing business with a company because of poor customer service experience.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>40.<\/strong> One-third of consumers say they would consider switching companies after just one instance of bad customer service. \u2013 American Express<\/span><span id=\"One-third of consumers say they would consider switching companies after just one instance of bad customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>41.<\/strong> The majority of Americans have decided to not go through with a purchase because of a poor customer service experience. \u2013 American Express<\/span><span id=\"The majority of Americans have decided to not go through with a purchase because of a poor customer service experience.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>42.<\/strong> 67% of customer churn is preventable if firms resolve issues the first time they occur.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">\u2013 <\/span><a href=\"https:\/\/www.ameyo.com\/blog\/customer-experience-statistics-which-will-impact-your-business-in-2016\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Ameyo<\/span><\/a><span id=\"67% of customer churn is preventable if firms resolve issues the first time they occur.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>43.<\/strong> An average American tells 15 people when they\u2019ve had a poor customer service experience. \u2013 American Express<\/span><span id=\"An average American tells 15 people when they\u2019ve had a poor customer service experience.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>44.<\/strong> Men tell more people (21 people) when they experience poor customer service. \u2013 American Express<\/span><span id=\"Men tell more people (21 people) when they experience poor customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>45.<\/strong> On average, women tell about 10 people when they have had a poor customer service experience. \u2013 American Express<\/span><span id=\"On average, women tell about 10 people when they have had a poor customer service experience.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>46.<\/strong> 12% of Americans rate their number one frustration with customer service as \u201clack of speed.\u201d \u2013 <\/span><a href=\"https:\/\/www.statista.com\/statistics\/815599\/causes-of-customer-service-frustration-us\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Statista<\/span><\/a><span id=\"12% of Americans rate their number one frustration with customer service as \u201clack of speed.\u201d\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>47.<\/strong> 27% of Americans report \u201clack of effectiveness\u201d as their number one frustration with customer service. \u2013 <\/span><a href=\"https:\/\/www.statista.com\/statistics\/815599\/causes-of-customer-service-frustration-us\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Statista<\/span><\/a><span id=\"27% of Americans report \u201clack of effectiveness\u201d as their number one frustration with customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><i><span style=\"font-weight: 400;\"> Poor brand reputation is a result of bad customer service. And to stop customers leaving without letting the brand know, it is important to <strong><a href=\"https:\/\/www.proprofssurvey.com\/\">work upon their feedback<\/a><\/strong>. This can curb negative reviews that customers tend to share and retain them effectively.<\/span><\/i><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"personaltouch\"><span class=\"ez-toc-section\" id=\"How_Personal_Touch_Empowers_Businesses\"><\/span><b>How Personal Touch Empowers Businesses<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/06\/How-Personal-Touch-Empowers-Businesses-1.png\" alt=\"How Personal Touch Empowers Businesses\" class=\"wp-image-29609\"\/><\/figure>\n<\/div>\n\n\n<p><span style=\"font-weight: 400;\"><strong>48.<\/strong> 68% of customers said that a pleasant representative was key to their recent positive service experiences. \u2013 American Express<\/span><span id=\"68% of customers said that a pleasant representative was key to their recent positive service experiences, while 62% said that a representative\u2019s knowledge or resourcefulness was key.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>49.<\/strong> 75% of customers believe it takes too long to reach a live agent. \u2013 <\/span><a href=\"https:\/\/www.answeringlegal.com\/blog\/customers-call-businesses-after-hours\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Harris Interactive<\/span><\/a><span id=\"75% of customers believe it takes too long to reach a live agent.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>50.<\/strong> 69% of online adults in the US shop more with retailers that offer consistent customer service both online and offline. \u2013 <\/span><a href=\"https:\/\/www.forrester.com\/report\/2018+Customer+Service+Trends+How+Operations+Become+Faster+Cheaper+And+Yet+More+Human\/-\/E-RES142291\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Forrester<\/span><\/a><span id=\"69% of online adults in the US shop more with retailers that offer consistent customer service both online and offline.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>51.<\/strong> When Donors Choose sent handwritten thank-you notes to half of all recent first-time donors, 38% of people who received a thank-you note were more likely to give again than those who didn\u2019t receive one. \u2013 <\/span><a href=\"https:\/\/www.donorschoose.org\/blog\/power-of-student-thank-you-notes\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">DonorsChoose<\/span><\/a><span id=\"When Donors Choose sent handwritten thank-you notes to half of all recent first-time donors, 38% of people who received a thank-you note were more likely to give again than those who didn\u2019t receive one.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><i><span style=\"font-weight: 400;\"> It is important for brands to add a personal human touch during a support conversation, no matter what medium they choose to interact with customers. Doing so will give the customers the impression that brands care for them.<\/span><\/i><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"GreatCustomerService\"><span class=\"ez-toc-section\" id=\"Great_Customer_Service_Statistics\"><\/span><b>Great Customer Service Statistics<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/06\/customer-service-statistics-min.png\" alt=\"Great customer service statistics of 2020\" class=\"wp-image-22084\" title=\"Great customer service statistics of 2020\"\/><\/figure>\n<\/div>\n\n\n<p><span style=\"font-weight: 400;\"><strong>52.<\/strong> Globally, companies respond to 85% of customer service questions. \u2013 <\/span><\/p>\n\n\n\n<p><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"Globally, companies respond to 85% of customer service questions.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>53.<\/strong> Friendly customer service representatives, who create a memorable experience, encourage 73% of customers to stick with a brand. \u2013 <\/span><a href=\"https:\/\/www.customerthermometer.com\/customer-service\/customer-service-and-satisfaction-statistics-for-2019\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Harris Interactive<\/span><\/a><span id=\"Friendly customer service representatives, who create a memorable experience, encourage 73% of customers to stick with a brand.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>54.<\/strong> 90% of customers are influenced by positive reviews when buying a product. \u2013&nbsp;<\/span><a href=\"https:\/\/d16cvnquvjw7pr.cloudfront.net\/resources\/whitepapers\/Zendesk_WP_Customer_Service_and_Business_Results.pdf\" target=\"_blank\" rel=\"noopener\">Dimensional Research<\/a><span id=\"90% of customers are influenced by positive reviews when buying a product.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>55.<\/strong> Positive reviews of customer service online are read 6% more than negative ones. \u2013 <\/span><a href=\"https:\/\/d16cvnquvjw7pr.cloudfront.net\/resources\/whitepapers\/Zendesk_WP_Customer_Service_and_Business_Results.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Dimensional Research<\/span><\/a><span id=\"Positive reviews of customer service online are read 6% more than negative ones.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>56.<\/strong> 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. \u2013 <\/span><a href=\"https:\/\/d16cvnquvjw7pr.cloudfront.net\/resources\/whitepapers\/Zendesk_WP_Customer_Service_and_Business_Results.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Dimensional Research<\/span><\/a><span id=\"52% of consumers say they have made an additional purchase from a company after a positive customer service experience.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>57.<\/strong> Service insight and knowledge is also key to a good experience according to 62% of consumers. \u2013 American Express<\/span><span id=\"Service insight and knowledge is also key to a good experience according to 62% of consumers.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>58.<\/strong> 68% of customers believe a polite customer service representative is the key to great customer service. \u2013 American Express<\/span><span id=\"68% of customers believe a polite customer service representative is the key to great customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>59.<\/strong> 70% of consumers say they have already made a choice to support a company that delivers great customer service. \u2013 American Express<\/span><span id=\"70% of consumers say they have already made a choice to support a company that delivers great customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>60.<\/strong> About one in three people (30%) say the most important aspect of customer service is speaking with a knowledgeable and friendly agent. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"About one in three people (30%) say the most important aspect of customer service is speaking with a knowledgeable and friendly agent.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>61.<\/strong> Attracting a new customer is 6-7 times more expensive than retaining a current one.<\/span><span style=\"font-weight: 400;\">\u2013 <\/span><a href=\"https:\/\/www.huffpost.com\/entry\/50-important-customer-exp_b_8295772\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Kolsky<\/span><\/a><span id=\"Attracting a new customer is 6-7 times more expensive than retaining a current one.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>62.<\/strong> A 5% increase in customer retention can produce 25% more profit. \u2013 <\/span><a href=\"https:\/\/www.bain.com\/Images\/BB_Prescription_cutting_costs.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Bain<\/span><\/a><span id=\"A 5% increase in customer retention can produce 25% more profit.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>63.<\/strong> Increasing customer retention rates by 5% boost profits by 25% to 95%. \u2013 <\/span><a href=\"https:\/\/hbswk.hbs.edu\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Harvard Business Review<\/span><\/a><span id=\"Increasing customer retention rates by 5% boost profits by 25% to 95%.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>64.<\/strong> Companies that excel in customer experience drive revenues 4% to 8% higher than their peers. \u2013 <\/span><a href=\"https:\/\/www.bain.com\/Images\/BB_Prescription_cutting_costs.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Bain<\/span><\/a><span id=\"Companies that excel in customer experience drive revenues 4% to 8% higher than their peers.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>65.&nbsp;<\/strong>79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. \u2013&nbsp;<a href=\"https:\/\/econsultancy.com\/consumers-prefer-live-chat-for-customer-service-stats\/\" target=\"_blank\" rel=\"noopener\">Econsultancy<\/a><span id=\"79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><i><span style=\"font-weight: 400;\"> Organizations can only receive support from customers if they ensure to provide consistent good customer service. For that they need to hire friendly and knowledgeable agents who are ready to offer anytime, anywhere support. This approach will help to make sure that customers are delighted with the services received by the brand.<\/span><\/i><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"brandloyalty\"><span class=\"ez-toc-section\" id=\"Building_Brand_Loyalty\"><\/span><b>Building Brand Loyalty<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/06\/Building-brand-loyalty-min.png\" alt=\"Building brand loyalty program for customer service\" class=\"wp-image-22082\" title=\"Building brand loyalty program for customer service\"\/><\/figure>\n<\/div>\n\n\n<p><span style=\"font-weight: 400;\"><strong>66.<\/strong> Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>67. <\/strong>72% of consumers say that when contacting customer service they expect the agent to \u201cknow who they are, what they have purchased and had insights into their previous engagements.\u201d \u2013 <a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\">Microsoft<\/a> <\/span><span id=\"72% of consumers say that when contacting customer service they expect the agent to \u201cknow who they are, what they have purchased and had insights into their previous engagements.\u201d\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>68.<\/strong> 67% of customers worldwide say that customer engagement levels have improved in the last 2 years. \u2013 <\/span><a href=\"https:\/\/www.ameyo.com\/blog\/customer-experience-statistics-which-will-impact-your-business-in-2016\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Ameyo<\/span><\/a><span id=\"67% of customers worldwide say that customer engagement levels have improved in the last 2 years.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>69.<\/strong> 89% of consumers have switched to doing business with a competitor following a poor customer experience. \u2013 <\/span><a href=\"https:\/\/www.customerthermometer.com\/customer-service\/customer-service-and-satisfaction-statistics-for-2019\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Harris Interactive<\/span><\/a><span id=\"89% of consumers have switched to doing business with a competitor following a poor customer experience. \" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>70.<\/strong> 33% of customers who abandoned a business relationship last year did so because personalization was lacking. \u2013 <\/span><a href=\"https:\/\/www.accenture.com\/t20180219T081429Z__w__\/us-en\/_acnmedia\/PDF-71\/Accenture-Global-DD-GCPR-Hyper-Relevance-POV-V12.pdf#zoom=50\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Accenture<\/span><\/a><span id=\"33% of customers who abandoned a business relationship last year did so because personalization was lacking.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>71.<\/strong> 48% of consumers expect specialized treatment for being a good customer. \u2013 <\/span><a href=\"https:\/\/www.accenture.com\/t20180219T081429Z__w__\/us-en\/_acnmedia\/PDF-71\/Accenture-Global-DD-GCPR-Hyper-Relevance-POV-V12.pdf#zoom=50\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Accenture<\/span><\/a><span id=\"48% of consumers expect specialized treatment for being a good customer.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>72.<\/strong> Brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"Brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>73.<\/strong> When asking consumers what impacts their level of trust with a company, offering excellent customer service ranked number one. \u2013 <\/span><a href=\"https:\/\/d16cvnquvjw7pr.cloudfront.net\/resources\/whitepapers\/Zendesk_WP_Customer_Service_and_Business_Results.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Dimensional Research<\/span><\/a><span id=\"When asking consumers what impacts their level of trust with a company, offering excellent customer service ranked number one.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>74.<\/strong> Two-thirds of customers are willing to share personal information with companies\u2013but only in exchange for some perceived value. \u2013 <\/span><a href=\"https:\/\/www.accenture.com\/t20180219T081429Z__w__\/us-en\/_acnmedia\/PDF-71\/Accenture-Global-DD-GCPR-Hyper-Relevance-POV-V12.pdf#zoom=50\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Accenture<\/span><\/a><span id=\"Two-thirds of customers are willing to share personal information with companies\u2013but only in exchange for some perceived value.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>75.<\/strong> 34% of companies are implementing \u201ccustomer journey mapping\u201d into their customer service. \u2013 <\/span><a href=\"https:\/\/www.huffpost.com\/entry\/50-important-customer-exp_b_8295772\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Kolsky<\/span><\/a><span id=\"34% of companies are implementing \u201ccustomer journey mapping\u201d into their customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><i><span style=\"font-weight: 400;\"> To boost brand loyalty, it is important that organizations are proactive, provides the specialized treatment that customers expect, and address them with their names while keeping their previous engagement with the brand.<\/span><\/i><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"Millennials\"><span class=\"ez-toc-section\" id=\"Millennials_Today\"><\/span><b>Millennials Today<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/06\/mllennials-today-min.png\" alt=\"Millennials today for good customer service experience\" class=\"wp-image-22088\" title=\"Millennials today for good customer service experience\"\/><\/figure>\n<\/div>\n\n\n<p><span style=\"font-weight: 400;\"><strong>76.<\/strong> One in two millennials has complained about a brand on social media. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"One in two millennials has complained about a brand on social media.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>77.<\/strong> Millennials are the only demographic group among Americans who tell more people when they have a good customer service experience rather than a bad one. \u2013 American Express<\/span><span id=\"Millennials are the only demographic group among Americans who tell more people when they have a good customer service experience rather than a bad one.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>78.<\/strong> 84% of millennials say that businesses are meeting or exceeding their service expectations. \u2013 American Express<\/span><span id=\"84% of millennials say that businesses are meeting or exceeding their service expectations.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>79.<\/strong> 63% of millennials begin their customer service interactions online. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"63% of millennials begin their customer service interactions online.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>80.<\/strong> 74% of millennials report that their perception of a brand improves when it is clear the company responds to customers&#8217; social media inquiries. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"74% of millennials report that their perception of a brand improves when it is clear the company responds to customers' social media inquiries.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>81.<\/strong> 31% of customers report reaching out to a company via Twitter. \u2013 <\/span><a href=\"https:\/\/lmistatic.blob.core.windows.net\/document-library\/boldchat\/pdf\/en\/forrester-2018-customer-service-trends.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Forrester<\/span><\/a><span id=\"31% of customers report reaching out to a company via Twitter.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>82.<\/strong> Millennials use their mobile devices to contact customer service at a rate of 43%. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"Millennials use their mobile devices to contact customer service at a rate of 43%.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>83.<\/strong> 66% of 18-34-year-olds say their customer service expectations have increased in the past one year. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"66% of 18-34-year-olds say their customer service expectations have increased in the past one year.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>84.<\/strong> Millennials will pay 21% more to do business with companies that excel at customer service. \u2013 American Express<\/span><span id=\"Millennials will pay 21% more to do business with companies who excel at customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><i><span style=\"font-weight: 400;\"> In times when Millennials prefer to interact with a brand online for customer support, it becomes all the more important to <strong><a href=\"https:\/\/www.proprofschat.com\/solutions\/customer-service\/\" target=\"_blank\" rel=\"noopener\">excel at customer service<\/a><\/strong>.<\/span><\/i><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"socialmedia\"><span class=\"ez-toc-section\" id=\"Customer_Service_Stats_for_Social_Media\"><\/span><b>Customer Service Stats for Social Media<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/06\/customer-service-stats-for-social-media-min.png\" alt=\"Customer service stats for social media\" class=\"wp-image-22085\" title=\"Customer service stats for social media\"\/><\/figure>\n<\/div>\n\n\n<p><span style=\"font-weight: 400;\"><strong>85.<\/strong> 35% of US consumers report reaching out to business over social media at some point in 2017. \u2013 American Express<\/span><span id=\"35% of US consumers report reaching out to business over social media at some point in 2017.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>86.<\/strong> Globally, 18% of customers expect a response from a company\u2019s social media within one hour. \u2013 <\/span><a href=\"https:\/\/www.statista.com\/statistics\/808477\/expected-response-time-for-social-media-questions-or-complaints\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Statista<\/span><\/a><span id=\"Globally, 18% of customers expect a response from a company\u2019s social media within one hour.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>87.<\/strong> 48% of consumers expect a response to social media questions and complaints within 24 hours. \u2013 <\/span><a href=\"https:\/\/www.statista.com\/statistics\/808477\/expected-response-time-for-social-media-questions-or-complaints\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Statista<\/span><\/a><span id=\"48% of consumers expect a response to social media questions and complaints within 24 hours.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>88.<\/strong> The average wait time for a response on social media is within an hour. \u2013 <a href=\"https:\/\/blog.playvox.com\/customer-service-response-and-waiting-time-on-social-media\" target=\"_blank\" rel=\"noopener\">Playvox<\/a><\/span><span id=\"The average wait time for a response on social media is nine hours.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>89.<\/strong> Among those Americans who have sent customer service requests over social media, 84% report receiving a prompt response. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"Among those Americans who have sent customer service requests over social media, 84% report receiving a prompt response.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>90.<\/strong> 33% of US consumers do not expect a response when asking a question of a company\u2019s social media. \u2013 <\/span><a href=\"https:\/\/www.statista.com\/statistics\/808477\/expected-response-time-for-social-media-questions-or-complaints\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Statista<\/span><\/a><span id=\"33% of US consumers do not expect a response when asking a question of a company\u2019s social media.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>91.<\/strong> 33% of people aged 18-34 have contacted a company\u2019s customer service via social media. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"33% of people aged 18-34 have contacted a company\u2019s customer service via social media.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>92.<\/strong> 55% of people aged 18-34 have praised a brand or its customer service over social media. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"55% of people aged 18-34 have praised a brand or its customer service over social media.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>93.<\/strong> 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. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"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.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>94.<\/strong> One-third of Americans have used social media to complain about a brand or its customer service. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"One-third of Americans have used social media to complain about a brand or its customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>95.<\/strong> Americans are more likely to post about good experiences on social media (53%) than sad experiences (35%). \u2013 American Express<\/span><span id=\"Americans are more likely to post about good experiences on social media (53%) than sad experiences (35%).\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>96.<\/strong> In 2017, 35% reported reaching out on social channels, up from 23% in 2014 and 17% in 2012. Of those who have used social media for a customer service concern, 84% say they have received a response or resolution, up significantly from 65% in 2014. \u2013 American Express<\/span><span id=\"In 2017, 35% reported reaching out on social channels, up from 23% in 2014 and 17% in 2012. Of those who have used social media for a customer service concern, 84% say they have received a response or resolution, up significantly from 65% in 2014.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><i><span style=\"font-weight: 400;\"> People today are more likely to contact a business via their social media channels. Therefore, it becomes all the more important to respond to their questions instantly.<\/span><\/i><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"AutomationandSelfService\"><span class=\"ez-toc-section\" id=\"Rise_of_the_Automation_Self-Service\"><\/span><b>Rise of the Automation &amp; Self-Service<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/06\/Automation-self-service-min.png\" alt=\"Automation &amp; self-service for good CX\" class=\"wp-image-22081\" title=\"Automation &amp; self-service for good CX\"\/><\/figure>\n<\/div>\n\n\n<p><span style=\"font-weight: 400;\"><strong>97.<\/strong> Over half of consumers say that the main reason they cannot resolve an issue on their own is because there is too little information online. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"Over half of consumers say that the main reason they cannot resolve an issue on their own is because there is too little information online.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>98.<\/strong> It was estimated that by 2020, 85% of customer service interactions would run on automation. \u2013 <\/span><a href=\"https:\/\/www.ameyo.com\/blog\/customer-experience-statistics-which-will-impact-your-business-in-2016\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Ameyo<\/span><\/a><span id=\"It\u2019s estimated that by 2020, 85% of customer service interactions will be automated.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>99.<\/strong> 30% of US consumers rate chatbot interactions as \u201cvery effective\u201d in dealing with customer service issues. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"30% of US consumers rate chatbot interactions as \u201cvery effective\u201d in dealing with customer service issues.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>100.<\/strong> 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. \u2013 <\/span><a href=\"https:\/\/lmistatic.blob.core.windows.net\/document-library\/boldchat\/pdf\/en\/forrester-2018-customer-service-trends.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Forrester<\/span><\/a><span id=\"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.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>101.<\/strong> 30% of consumers say not being able to reach a real human is the most frustrating aspect of a bad customer service experience. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"30% of consumers say not being able to reach a real human is the most frustrating aspect of a bad customer service experience.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>102.<\/strong> 77% of consumers state that they have used a self-service support portal. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"77% of consumers state that they have used a self-service support portal.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>103.<\/strong> Only 12% of Americans say they cannot find the information they need in self-service portals. \u2013 <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span id=\"Only 12% of Americans say they cannot find the information they need in self-service portals.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\"><strong>104.<\/strong> Over 60% of US consumers prefer an automated self-service such as a website or mobile app for simple customer service tasks. \u2013 American Express<\/span><span id=\"Over 60% of US consumers prefer an automated self-service such as a website or mobile app for simple customer service tasks.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><i><span style=\"font-weight: 400;\"> The use of <strong><a href=\"https:\/\/www.proprofskb.com\/blog\/best-knowledge-base-software\/\">knowledge base software<\/a><\/strong><\/span><\/i> to create self-service platforms or chatbots on the website has increased over a period of time. While customers do seek self-service platforms to get instant answers to their questions, chatbots are something that they are still getting used to<i> as it misses a human touch to the conversation.<\/i><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Customer_Service_Statistics_Facts_Infographic\"><\/span><strong>Customer Service Statistics &amp; Facts Infographic<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<div class=\"btx-media-wrapper modal-image\" style=\"max-width: 100%;\"><a class=\"btx-media-wrapper-inner\" href=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2020\/05\/Customer-Service-Statistics.png\" target=\"_blank\" rel=\"noopener\"><i class=\"fa fa-search-plus\" style=\"padding-right: 10px; font-size: 22px;\"><\/i> <span id=\"txt_msg\" style=\"font-size: 15px; font-weight: 600; position: absolute;\">Click Here To Zoom Image.<\/span><\/a><\/div>\n\n\n\n<figure class=\"wp-block-image\"><a class=\"btx-media-wrapper-inner\" href=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2020\/05\/Customer-Service-Statistics.png\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2020\/05\/Customer-Service-Statistics.png\" alt=\"Customer Service Statistics Infographic\"\/><\/a><\/figure>\n\n\n\n<div class=\"btx-media-wrapper modal-image\" style=\"max-width: 100%;\"><\/div>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2017\/01\/Embed-this-Visual-_default.png\" alt=\"Embed-this-Visual-_default\"\/><\/figure>\n\n\n\n<div class=\"popup_icon\"><a id=\"show_in_overlay\" rel=\"nofollow\"><\/a><br><\/div>\n\n\n\n<div class=\"overlay-container\">\n<p>Copy and paste this snippet to embed this visual<\/p>\n<p><textarea class=\"showcode\" rows=\"5\">&lt;img src=&#8221;https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2020\/05\/Customer-Service-Statistics.png&#8221; width=&#8221;100%&#8221; height=&#8221;100%&#8221;&gt;<\/textarea><\/p>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"The_Need_for_Statistics_on_Customer_Service\"><\/span><b>The Need for Statistics on Customer Service<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Building a strong customer service is essential for every brand to stay in business. However, it is only possible if brands get access to existing numbers that shape the customer service industry.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In an attempt to assist organizations to improve customer experience, we\u2019ve listed 105 statistics covered by major brands in the market like Microsoft, American Express, Forrester, and others. The customer service facts covered by these companies imply on various industries and majorly discuss how providers have a way to improve their services further.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power&#8230;<\/p>\n","protected":false},"author":11,"featured_media":34669,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[223],"tags":[],"class_list":["post-20634","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Service Statistics: Key Data to Know in 2026<\/title>\n<meta name=\"description\" content=\"Get the latest customer service statistics for 2026 to learn trends, challenges, and opportunities for improving service and satisfaction rates.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.proprofschat.com\/blog\/customer-service-statistics\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Statistics: Key Data to Know in 2026\" \/>\n<meta property=\"og:description\" content=\"Get the latest customer service statistics for 2026 to learn trends, challenges, and opportunities for improving service and satisfaction rates.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.proprofschat.com\/blog\/customer-service-statistics\/\" \/>\n<meta property=\"og:site_name\" content=\"Chat Blog\" \/>\n<meta property=\"article:published_time\" content=\"2019-06-14T11:18:50+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-01-20T11:31:08+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.proprofschat.com\/blog\/wp-content\/uploads\/2021\/02\/Customer-Service-Statistics-Trends-1.png\" \/>\n\t<meta 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