{"id":25930,"date":"2020-01-30T09:23:10","date_gmt":"2020-01-30T09:23:10","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=25930"},"modified":"2026-01-22T08:38:03","modified_gmt":"2026-01-22T08:38:03","slug":"customer-engagement-statistics","status":"publish","type":"post","link":"https:\/\/www.proprofschat.com\/blog\/customer-engagement-statistics\/","title":{"rendered":"50+ Customer Engagement Statistics for 2026: Key Insights &#038; Trends"},"content":{"rendered":"\n<p><i><span style=\"font-weight: 400;\">\u201cYour most unhappy customers are your greatest source of learning.\u201d&nbsp;<span style=\"font-size: 14pt;\">\u2014<\/span>&nbsp;<\/span><\/i>Bill Gates<\/p>\n\n\n\n<p>Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customers to post their bitter experiences online.<\/p>\n\n\n\n<p><i><span style=\"font-weight: 400;\">Type, type, click, and the damage is done!<\/span><\/i><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">And we all know, what goes online, reaches everyone and hampers the brand image as well.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Well, that\u2019s exactly why you need to focus on engaging with your customers regularly.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">With consistent engagement, you\u2019ll get to figure out:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Customer pain points<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Customer expectations<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Communication challenges<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Impacts of consistent engagement<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Customer loyalty<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Customer_Engagement_Statistics_Explained\"><\/span><strong>Customer Engagement Statistics Explained<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Our list of statistics is divided into 15 sections and under each section, you\u2019ll come across a set of statistics and their explanation to help readers understand how they can benefit or avoid challenges. Let\u2019s dive in!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"SuccessfulCustomerEngagement\"><span class=\"ez-toc-section\" id=\"Successful_Customer_Engagement\"><\/span><b>Successful Customer Engagement<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>1. In the category of online entertainment, Netflix was the leading brand with a ranking of 89% in terms of how the brand met consumer expectations versus the consumer-generated, category-specific ideal.<\/strong><span style=\"font-size: 12pt;\"><br>(Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/www.statista.com\/statistics\/326894\/leading-brands-consumer-engagement-and-expectations-usa\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Statista<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"In the category of online entertainment, Netflix was the leading brand with a ranking of 89 percent in terms of how the brand met consumer expectations versus the consumer-generated, category-specific ideal.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Active customer engagement is crucial for any business to become a success. And, meeting customer expectations is one of the ways to accomplish so effectively. Netflix took into account their subscriber\u2019s search history to understand what they really want to see at their platform. What\u2019s more, their customers feel too that they don\u2019t have to pitch in their ideas but gradually get to see their desired shows on the streaming platform.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2. More than 60% of failed customer support calls could have been solved with better access to data.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/www.ibm.com\/downloads\/cas\/8VZBODOK\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">IBM<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"More than 60 percent of failed customer support calls could have been solved with better access to data.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">This customer engagement statistic indicates how getting access to data can help you establish successful customer engagement with your customers. That means making sure that every time your operators pick up a call from your customers, they are better equipped with product and service knowledge. This allows you to keep customers engaged with the brand and also boosts brand loyalty.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>3. Extensive personalization using the next best action increases average revenue per user by 166%.<\/strong><span style=\"font-size: 12pt;\"> (Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/www.ibm.com\/downloads\/cas\/8VZBODOK\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">IBM<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"Extensive personalization using the next best action increases average revenue per user by 166 percent.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">This is one of the best customer engagement facts that no company should miss out on. By providing a personalized support experience, it becomes a hassle-free task for any business not only to increase customer engagement but revenues too.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>4. 79% of consumers say being able to engage with knowledgeable store associates is \u201cimportant\u201d or \u201cvery important.\u201d<\/strong> <span style=\"font-size: 12pt;\">(Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-eBook-RetailTrendsPlaybook2020.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"79% of consumers say being able to engage with knowledgeable store associates is \u201cimportant\u201d or \u201cvery important.\u201d\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">To keep the customer engagement going, you need to make sure that not only your store associates but also your support operators hold a significant amount of knowledge on a process. That\u2019s because almost 80% of customers find it to be an essential quality. Such potent statistics on customer engagement help you realize that keeping your operators updated on product upgrades allow you to engage customers effectively actively.<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><em><span style=\"font-weight: 400;\"> The above-mentioned successful customer engagement statistics help us learn that keeping in mind the customer expectations, keeping operators updated on product knowledge and upgrades, and personalized support can result in active engagement with the brand.<\/span><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"BenefitsofCustomerEngagement\"><span class=\"ez-toc-section\" id=\"Benefits_of_Customer_Engagement\"><\/span><b>Benefits of Customer Engagement<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>5. Successfully engaged customers represent an average 23% premium in share of wallet, profitability, revenue, and relationship growth compared to average customers.<\/strong><span style=\"font-size: 12pt;\"> (Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/news.gallup.com\/businessjournal\/172637\/why-customer-engagement-matters.aspx\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Gallup<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"Successfully engaged customers represent an average 23% premium in share of wallet, profitability, revenue, and relationship growth compared to average customers.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">To help your business grow its revenue successfully, do not miss out on such statistics on the benefits of customer engagement. If you successfully engage your customers, benefits such as better profits, increased revenue, and improved customer relationship growth are bound to reach your business.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>6. Fully engaged customers belonging to the consumer electronics bring in 44% more revenue, and in the hospitality industry, it\u2019s 46% more.<br><\/strong><span style=\"font-size: 12pt;\">(Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/www.cognizant.com\/whitepapers\/how-to-deliver-exceptional-customer-engagement-codex2794.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Cognizant<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"Fully engaged customers belonging to the consumer electronics bring in 44% more revenue, and in the hospitality industry, it\u2019s 46% more.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">This clearly indicates how customer engagement is vital for any business to gain profitability. That is one reason why business owners should work upon strategies that allow them to develop dynamic relations with the customers naturally.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>7. Retail banking customers who are fully engaged bring 37% more annual revenue to their primary bank than actively disengaged customers.<br><\/strong><span style=\"font-size: 12pt;\">(Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/news.gallup.com\/businessjournal\/172637\/why-customer-engagement-matters.aspx\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Gallup<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"Retail banking customers who are fully engaged bring 37% more annual revenue to their primary bank than actively disengaged customers.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">According to this customer engagement statistic, correct engagement strategies in the retail banking sector can also result in an increase in annual revenue.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>8. Companies that successfully engage their B2B customers reported 63% lower customer attrition.<\/strong><span style=\"font-size: 12pt;\"> (Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/news.gallup.com\/businessjournal\/172637\/why-customer-engagement-matters.aspx\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Gallup<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"Companies that successfully engage their B2B customers reported 63% lower customer attrition.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">The benefits of customer engagement are not just restricted to B2C sectors. With successful customer engagement strategies, a B2B business can easily lower customer attrition.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>9. Companies that successfully engage their B2B customers reported a 55% higher share of wallet.<\/strong><span style=\"font-size: 12pt;\"> (Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/news.gallup.com\/businessjournal\/172637\/why-customer-engagement-matters.aspx\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Gallup<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"Companies that successfully engage their B2B customers reported a 55% higher share of wallet.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">This statistic about customer engagement totally proves how good strategies on engagement can allow a business to earn more profits &#8211; all the more reason to get in the best strategies for the business to prosper.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>10. Companies that successfully engage their B2B customers reported 50% higher productivity.<\/strong><span style=\"font-size: 12pt;\"> (Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/news.gallup.com\/businessjournal\/172637\/why-customer-engagement-matters.aspx\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Gallup<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"Companies that successfully engage their B2B customers reported 50% higher productivity.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">If you thought that the benefits of customer engagement strategies are restricted to great revenues and profits, then think again. The statistic on customer engagement above is a clear example of how good engagement strategies also result in improved employee productivity.<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><em><span style=\"font-weight: 400;\"> The statistics on customer engagement stated in this section clearly suggest what all benefits a company can attain if they work upon their engagement strategies. Besides increasing the revenue, it helps a business boost profits and employee productivity.<\/span><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"CustomerEngagementChallenges\"><span class=\"ez-toc-section\" id=\"Customer_Engagement_Challenges\"><\/span><b>Customer Engagement Challenges<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>11. 57% of a purchase decision is already complete by the time your customers actually engage with you.<\/strong> <span style=\"font-size: 12pt;\">(Source: <a href=\"http:\/\/www.oracle.com\/us\/products\/applications\/3-areas-of-cx-3442404.pdf\" target=\"_blank\" rel=\"noopener\">Oracle<\/a>)<span id=\"57% of a purchase decision is already complete by the time your customers actually engage with you.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">There are chances that your support team or sales team might not get the chance to actually interact and keep the customers engaged with the brand or its products. This is technically one of the most challenging aspects of a customer engagement strategy.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>12. 62% of complaints were about staff attitudes and competencies, compared to just 34% of them were about the quality or reliability of goods and services.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/nl\/Documents\/technology\/deloitte-nl-paper-digital-transformation-of-customer-services.pdf\" target=\"_blank\" rel=\"noopener\">Deloitte<\/a>)<span id=\"62% of complaints were about staff attitudes and competencies, compared to just 34% of them were about the quality or reliability of goods and services.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Another challenge that this customer engagement stat discusses is the staff that fails to engage visitors actively on the website. Technically, make sure that your staff is trained regularly. This will increase the chances of not losing customers and create an awesome customer engagement equation.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>13. Four in five (81%) respondents highlight that their main concern was getting their questions answered, and surprisingly only 19% want companies to know their mood and respond accordingly.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/www.verint.com\/Assets\/resources\/resource-types\/white-papers\/customer-centricity-rules-of-engagement-emea.pdf\" target=\"_blank\" rel=\"noopener\">Verint<\/a>)<span id=\"Four in five (81%) respondents highlight that their main concern was getting their questions answered, and surprisingly only 19 percent want companies to know their mood and respond accordingly.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">This customer engagement stat tends to establish that customers refrain from expressing their mood to companies 19% of the time during a support process.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>14. 88% of consumers trust online reviews as much as personal recommendations.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/www.verint.com\/Assets\/resources\/resource-types\/white-papers\/customer-centricity-rules-of-engagement-emea.pdf\" target=\"_blank\" rel=\"noopener\">Verint<\/a>)<span id=\"88 percent of consumers trust online reviews as much as personal recommendations.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">This stat describes that if you\u2019ve really worked on active engagement with your customers, they will leave awesome feedback for you. If not, then you\u2019ll probably find yourself amidst a lot of complaints online that can result in fewer visits on your website and lesser conversions.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>15. Consumers\u2019 trust in retailers and manufacturers has declined by more than half since 2014.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/uk\/Documents\/consumer-business\/deloitte-uk-consumer-review-customer-experience.pdf\" target=\"_blank\" rel=\"noopener\">Deloitte<\/a>)<span id=\"Consumers\u2019 trust in retailers and manufacturers has declined by more than half since 2014.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">With the customer trust level going down at this rate, it will become all the more essential for a business to interact with its customers actively.<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><em><span style=\"font-weight: 400;\"> The customer engagement statistics of 2022 definitely indicate that your business will have to work towards building stronger customer engagement strategies, especially when there are so many challenges along the way.<\/span><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"CustomerEngagementExpectations\"><span class=\"ez-toc-section\" id=\"Customer_Engagement_Expectations\"><\/span><b>Customer Engagement Expectations<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>16. 91% of consumers said they would be more likely to shop with brands who recognize and provide relevant offers and recommendations, and 83% are willing to share their data to make this work.<span style=\"font-size: 12pt;\">&nbsp;<\/span><\/strong><span style=\"font-size: 12pt;\">(Source: Accenture)<span id=\"91% of consumers said they would be more likely to shop with brands who recognize and provide relevant offers and recommendations, and 83% are willing to share their data to make this work.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Customer expectations are only predicted to grow in the coming years. That\u2019s why you need to make sure that you learn them before starting any sales process with them.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>17. Web leads are 9X MORE LIKELY to convert if they\u2019re followed-up within under 5 minutes.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"http:\/\/www.oracle.com\/us\/products\/applications\/3-areas-of-cx-3442404.pdf\" target=\"_blank\" rel=\"noopener\">Oracle<\/a>)<span id=\"Web leads are 9X MORE LIKELY to convert if they\u2019re followed-up within under 5 minutes.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Quick follow-ups are a part of customer engagement. And this being one of the customer engagement facts clearly helps you learn that you can only convert qualified leads if you learn to take quick follow-ups with them.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>18. 95% of buyers choose the company that provides ample, relevant information to guide them through all stages of their buyer journey.<\/strong><br><span style=\"font-size: 12pt;\">(Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"http:\/\/www.oracle.com\/us\/products\/applications\/3-areas-of-cx-3442404.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Oracle<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"95% of buyers choose the company that provides ample, relevant information to guide them through all stages of their buyer journey.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Another expectation that your business needs to stand true is providing knowledgeable inputs to customers while they enter the purchasing lifecycle. During this time, active engagement will allow your operators to bring more business to the company.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>19. More than 60% of customers interact through multiple channels, and irrespective of time, place, device, or medium, they expect consistency.<\/strong><span style=\"font-size: 12pt;\"><br>(Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/nl\/Documents\/technology\/deloitte-nl-paper-digital-transformation-of-customer-services.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Deloitte<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"More than 60% of customers interact through multiple channels, and irrespective of time, place, device, or medium, they expect consistency.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Consistency is the key to success &#8211; a saying that isn\u2019t just said because it\u2019s there. Make sure that when creating active engagement strategies, your team and you are open to using various mediums for interaction so that the customer realizes that your business is approachable and they can engage when they want.<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><em><span style=\"font-weight: 400;\"> Fulfilling customer expectations in terms of engagement is essential for every business today. And these stats are a testament to it. Make sure that you recognize your returning visitors, engage with qualified leads instantly, provide knowledgeable information that results in sales, and stay consistent via all communication platforms.<\/span><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"MobileCustomerEngagement\"><span class=\"ez-toc-section\" id=\"Mobile_Customer_Engagement\"><\/span><b>Mobile Customer Engagement<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>20. When interacting with a business for customer service and support, 78% of consumers use mobile devices. That number increases to 90% when working with millennials.<\/strong><span style=\"font-size: 12pt;\"> (Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/www.genesys.com\/resources\/genesys-state-of-customer-experience-research\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Genesys<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"When interacting with a business for customer service and support, 78% of consumers use mobile devices. That number increases to 90% when working with millennials.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">While creating customer engagement strategies for your business, make sure that you do include the mobile usage angle too. As everything is happening on the go, make sure that your team of support and sales operators get access to such tools that allow them to engage with customers no matter where they are. Do not restrict them to computer screens only.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>21. Around 50% of consumers will use mobile messaging apps for customer service and support.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/www.genesys.com\/resources\/genesys-state-of-customer-experience-research\" target=\"_blank\" rel=\"noopener\">Genesys<\/a>)<span id=\"Around 50% of consumers will use mobile messaging apps for customer service and support.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">This is definitely a part of the customer engagement trends that everybody is aware of. However, your strategies need to revolve around such trends and facts so that it becomes a lot easier for you to implement them for successful customer engagement.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>22. 72% of millennials say a phone call is not the best way to resolve customer service issues.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/www.ibm.com\/downloads\/cas\/8VZBODOK\" target=\"_blank\" rel=\"noopener\">IBM<\/a>)<span id=\"72 percent of millennials say a phone call is not the best way to resolve customer service issues\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">These statistics on customer engagement clarify another customer pain point &#8211; phone support. These days we rarely come across customer complaint calls when they have mediums like <a href=\"https:\/\/www.proprofschat.com\/blog\/best-live-chat-software\/\">live support tool<\/a>, ticketing tool, and self-help centers. You can adopt them too. This will help you reduce response time and keep your customers delighted.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>23. 83% of customer service teams offer tele support.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/hiverhq.com\/blog\/customer-service-benchmark-report-2021\" target=\"_blank\" rel=\"follow noopener\">Hiver<\/a>)<span id=\"83% of customer service teams offer tele support.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p>Tele support is one of the most popular customer communication channels and it\u2019s easy to see why. It\u2019s almost second nature for us to pick up the phone and call customer support when we need help. It also gives customers the opportunity to interact with a real person on the other side. Therefore, it\u2019s not surprising to see that over 80% of support teams provide tele support.<\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><em><span style=\"font-weight: 400;\"> Your customers enjoy the fact that they can connect with a business no matter where they are. But at the same time, if you provide this facility to your operators to provide prompt support services and engagement services to customers, you\u2019ll cover more customers in one go. Plus, you\u2019ll reduce the possibility of missing out on customer support queries.<\/span><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"ImpactofCustomerEngagementOnSales\"><span class=\"ez-toc-section\" id=\"Impact_of_Customer_Engagement_On_Sales\"><\/span><b>Impact of Customer Engagement On Sales<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>24. Hotel guests who are fully engaged spend 46% more per year than actively disengaged guests.<\/strong><span style=\"font-size: 12pt;\"> (Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/www.gallup.com\/services\/169331\/customer-engagement.aspx\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Gallup<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"Hotel guests who are fully engaged spend 46% more per year than actively disengaged guests.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">If you invest in customer engagement strategies, you\u2019ll like to see your customers spending more on your services.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>25. Digital buyers penetration worldwide states for 46.4% and will increase to 47.3% &#8211; this was estimated for 2018!<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/amasty.com\/blog\/wp-content\/uploads\/2018\/02\/GLOBAL-E-COMMERCE-TRENDS-AND-STATISTICS.pdf\" target=\"_blank\" rel=\"noopener\">Amasty<\/a>)<\/span><span id=\"Digital buyers penetration worldwide states for 46.4% and will increase to 47.3% - this was estimated for 2018!\" class=\"twtr tweetShare\"><span style=\"font-size: 12pt;\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">This fact sheds light on how digital buyers are important to a business, and while you make strategies for engagement, you shouldn\u2019t be leaving out such buyers too. Find various platforms that they are comfortable with while approaching your business.<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><em><span style=\"font-weight: 400;\"> Statistics under this customer engagement section indicate that if you really invest in building smart strategies, you\u2019ll likely witness your sales increasing.<\/span><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"PersonalizedCustomerEngagement\"><span class=\"ez-toc-section\" id=\"Personalized_Customer_Engagement\"><\/span><b>Personalized Customer Engagement<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>26. 45% of baby boomers (age 55 and over) value privacy over personalization.<\/strong><span style=\"font-size: 12pt;\"> (Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/www.genesys.com\/resources\/genesys-state-of-customer-experience-research\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Genesys<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"45% of baby boomers (age 55 and over) value privacy over personalization.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">So far, statistics about customer engagement have helped us understand how we need to know our customers better to engage with them actively and provide an awesome solution. Now learning about customers is essential, but we need to be mindful that privacy is not something they\u2019ll like to put at stake just to engage with a brand. Therefore, you need to make sure that no matter what live chat software or CRM platform you invest in, it secures the data on your customers properly.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>27. Personalization remains as marketer\u2019s most popular choice, with 36% of company respondents and 40% of their agency counterparts, selecting \u2018Delivering personalized experiences in real-time\u2019 as their top priority.<\/strong><span style=\"font-size: 12pt;\"><br>(Source: <a href=\"https:\/\/wwwimages2.adobe.com\/content\/dam\/acom\/au\/landing\/DT18\/Econsultancy-2018-Digital-Trends.pdf\" target=\"_blank\" rel=\"noopener\">Adobe<\/a>)<span id=\"Personalization remains as marketer\u2019s most popular choice, with 36% of company respondents and 40% of their agency counterparts, selecting \u2018Delivering personalized experiences in real-time\u2019 as their top priority.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Creating a personalized, engaging conversation with customers essential as they tend to appreciate the effort you take. But for this, make sure you have the best customer support tools in place.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>28. Personalization influences 38% of all digital revenue.<\/strong><span style=\"font-size: 12pt;\"><br>(Source: <a href=\"https:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-eBook-RetailTrendsPlaybook2020.pdf\" target=\"_blank\" rel=\"noopener\">Microsoft<\/a>)<span id=\"Personalization influences 38% of all digital revenue.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">If you personalize conversations while engaging with customers, it will allow you to keep customers delighted with your services. And delighted customers are equivalent to more revenue for the business.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>29. 70% of consumers say a company\u2019s understanding of their individual needs influences their loyalty, and 69% say the same of personalized customer care.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-eBook-RetailTrendsPlaybook2020.pdf\" target=\"_blank\" rel=\"noopener\">Microsoft<\/a>)<span id=\"70% of consumers say a company\u2019s understanding of their individual needs influences their loyalty, and 69% say the same of personalized customer care.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Operators need to be very mindful as they provide personalized support experience to your customers. It can easily influence the purchase decision and affect your revenues.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>30. 51% of consumers feel it is important to get a personalized experience across all digital channels within a brand.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-eBook-RetailTrendsPlaybook2020.pdf\" target=\"_blank\" rel=\"noopener\">Microsoft<\/a>)<span id=\"51% of consumers feel it is important to get a personalized experience across all digital channels within a brand.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">The use of multiple channels for support and sales process is a great idea to keep your customers engaged with the brand. But make sure you personalize it and maintain the same standard across all platforms.<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><em><span style=\"font-weight: 400;\"> In short, your operators need to think about a lot of factors that can influence the decision-making process of the customers. From keeping customer\u2019s information secure to making them realize their importance via personalized support process, these are just some of the things that your operators should think about when engaging with customers.<\/span><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"ImpactofCustomerEngagement\"><span class=\"ez-toc-section\" id=\"Impact_of_Customer_Engagement\"><\/span><b>Impact of Customer Engagement<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>31. 18% of respondents stated that one of their top three priorities for the year ahead would be providing more personalized, targeted engagements and experiences for their customers.<\/strong><span style=\"font-size: 12pt;\"> (Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/www.statista.com\/statistics\/237183\/leading-customer-engagement-priorities-in-telecom-marketing-worldwide\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Statista<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"18 percent of respondents stated that one of their top three priorities for the year ahead would be providing more personalized, targeted engagements and experiences for their customers.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Factors like conversation personalization, constant engagement, and the overall experience should be your operator\u2019s focus when providing support to customers.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>32. Companies with highly engaged employees outperform their competitors by 147%.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-eBook-RetailTrendsPlaybook2020.pdf\" target=\"_blank\" rel=\"noopener\">Microsoft<\/a>)<span id=\"Companies with highly engaged employees outperform their competitors by 147%.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">The statistic on customer engagement clearly indicates that you need to also invest in your employees. Only then can your business outshine in a competitive market.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>33. 64% of consumers have avoided brands, including both physical and online retailers, because of a bad experience in the last year.<\/strong><span style=\"font-size: 12pt;\"><br>(Source: <a href=\"https:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-eBook-RetailTrendsPlaybook2020.pdf\" target=\"_blank\" rel=\"noopener\">Microsoft<\/a>)<span id=\"64% of consumers have avoided brands, including both physical and online retailers, because of a bad experience in the last year.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Customer engagement is a positive experience. However, certain practices like irregular updates, not being available at a customer&#8217;s preferred communication platform, and others tend to put off customers. And such bad experiences tend to stay with them for long.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>34. 73% of companies with above-average customer experience perform better financially than their competitors.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/experiencematters.blog\/2018\/04\/10\/report-state-cx-management-2018\/\" target=\"_blank\" rel=\"noopener\">Temkin Group<\/a>)<span id=\"73% of companies with above-average customer experience perform better financially than their competitors.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">If you want your business to perform better in terms of revenue, just make sure that the customer experience your operators build is always above-average.<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><em><span style=\"font-weight: 400;\"> There are various impacts of customer engagement that you can come across via the above-mentioned stats. However, great revenues, happy employees, and competitive edge are some of the major highlights that you should concentrate on.<\/span><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"FutureofCustomerEngagement\"><span class=\"ez-toc-section\" id=\"Future_of_Customer_Engagement\"><\/span><b>Future of Customer Engagement<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>35. The increasing engagement was a top objective for more than half of the marketing professionals in North America looking to enhance the customer experience.<\/strong><span style=\"font-size: 12pt;\"> (Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/www.emarketer.com\/content\/understanding-customer-engagement\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">eMarketer<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"The increasing engagement was a top objective for more than half of the marketing professionals in North America looking to enhance the customer experience.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">One of the future customer engagement trends is inclusive of how marketing professionals plan to focus majorly on enhancing the customer experience.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>36. 50% of companies are implementing planning and forecasting technologies, with an additional 32% increase in investments by these companies in the next year.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-eBook-RetailTrendsPlaybook2020.pdf\" target=\"_blank\" rel=\"noopener\">Microsoft<\/a>)<span id=\"50% of companies are implementing planning and forecasting technologies, with an additional 32% increase in investments by these companies in the next year.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Another customer engagement fact indicates how companies are also planning to invest in technologies that allow them to predict and forecast the engagement trends. This will allow companies to better prepare for upcoming communication challenges and understand customer needs better.<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><em><span style=\"font-weight: 400;\"> The future of customer engagement is definitely bright, especially when companies plan to invest in technologies that allow them to learn customer\u2019s purchasing patterns better. This will help them understand when they should engage and when they should let the customers be on their own.<\/span><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"CustomerEngagementThroughSocialMedia\"><span class=\"ez-toc-section\" id=\"Customer_Engagement_Through_Social_Media\"><\/span><b>Customer Engagement Through Social Media<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>37. More than 80% of millennials use Facebook Messenger, as compared to other social platforms.<\/strong><span style=\"font-size: 12pt;\"> (Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/www.genesys.com\/resources\/genesys-state-of-customer-experience-research\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Genesys<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"More than 80% of millennials use Facebook Messenger, as compared to other social platforms.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">As one of the customer engagement social media statistics, we get to take away that most millennials can easily be found on Facebook. That means you should definitely include this as one of the platforms where your brand can engage with customers effectively.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>38. 75% expect a response from social-generated inquiries in under five minutes.<\/strong><span style=\"font-size: 12pt;\"> (Source:&nbsp;<a href=\"http:\/\/www.oracle.com\/us\/products\/applications\/3-areas-of-cx-3442404.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Oracle<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"75% expect a response from social-generated inquiries in under five minutes.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.truepush.com\/blog\/user-engagement-simplified-with-best-strategies-and-kpis\/\" target=\"_blank\" aria-label=\"undefined (opens in a new tab)\" rel=\"follow noopener\">Customer engagement<\/a> can easily take place on social media platforms as most people spend a lot of time on them. But as you engage, make sure you also provide answers to their queries, or else they lose interest completely and can reach out to your competitors too.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>39. Engagement rates on Thursdays and Fridays are 18% higher than any other day.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/www.invespcro.com\/blog\/social-media-engagement\/\" target=\"_blank\" rel=\"noopener\">Invespcro<\/a>)<span id=\"Engagement rates on Thursdays and Fridays are 18% higher than any other day.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">If you\u2019d like to engage with your customers actively, then do find out the days or timings they\u2019d like to spend surfing through social media platforms. This will help you capture more qualified leads and business.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>40. Facebook posts with less than 250 characters get 60% more engagement.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/www.invespcro.com\/blog\/social-media-engagement\/\" target=\"_blank\" rel=\"noopener\">Invespcro<\/a>)<span id=\"Facebook posts with less than 250 characters get 60% more engagement.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Make sure to keep your posts crisp, clear, and short to engage more people on them. This way, they\u2019ll make a decision faster. This customer engagement social media statistic does leave a great takeaway and a strategy on how to engage with the target audience faster.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>41. Brand engagement on Twitter decreases if your brand is tweeting more than 3 times in a day.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/www.invespcro.com\/blog\/social-media-engagement\/\" target=\"_blank\" rel=\"noopener\">Invespcro<\/a>)<span id=\"Brand engagement on Twitter decreases if your brand is tweeting more than 3 times in a day.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Engaging regularly with customers is great. But bugging them with too many social media posts in a day can put them off. And they\u2019ll probably be forced to silent notifications whenever your brand posts something new on the page.<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><em><span style=\"font-weight: 400;\"> The above-mentioned customer engagement social media statistics tend to leave an impression of how important it is for a brand to use their social media handles wisely.<\/span><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"LiveChatandCustomerEngagement\"><span class=\"ez-toc-section\" id=\"Live_Chat_Customer_Engagement\"><\/span><b>Live Chat &amp; Customer Engagement<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>42. For 41% of consumers in Europe, online chat, and live support is their preferred channel when it comes to engaging with companies digitally.<\/strong><span style=\"font-size: 12pt;\"><br>(Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/www.statista.com\/statistics\/1027184\/consumer-engagement-with-companies-in-europe-by-channel\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Statista<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"For 41 percent of consumers in Europe, online chat, and live support is their preferred channel when it comes to engaging with companies digitally.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">When it comes to digital engagement, customers not just in Europe but across the globe prefer communicating via <span style=\"text-decoration: underline;\">live chat software<\/span>. It is fast and helps customers get a faster resolution to their doubts or questions.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>43. 42% of consumers say that they prefer live chat functions because they don&#8217;t have to wait on hold.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/www.inc.com\/nicolas-cole\/the-power-of-live-chat-5-surprising-statistics-that-show-how-consumers-want-thei.html\" target=\"_blank\" rel=\"noopener\">Inc<\/a>)<span id=\"42% of consumers say that they prefer live chat functions because they don't have to wait on hold.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">To wait or to be put on hold is one reason why customers prefer to avoid legacy customer support tools. And that\u2019s why live chat is gaining more relevance in the market.<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><em><span style=\"font-weight: 400;\"> Engagement is good. But it wouldn\u2019t lead to the same results as engaging faster to a customer may bring. And live chat helps you connect faster and provide instant solutions effectively.<\/span><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"CustomerEngagementandRetention\"><span class=\"ez-toc-section\" id=\"Customer_Engagement_Retention\"><\/span><b>Customer Engagement &amp; Retention<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>44. Marketers in the United States and Europe must bring in 5 and 7 shoppers, respectively, to equal the revenue of 1 repeat purchaser.<\/strong><span style=\"font-size: 12pt;\"><br>(Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"http:\/\/success.adobe.com\/assets\/en\/downloads\/whitepaper\/13926.digital_index_loyal_shoppers_report.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Adobe<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"Marketers in the United States and Europe must bring in 5 and 7 shoppers, respectively, to equal the revenue of 1 repeat purchaser.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">This customer engagement statistic is a clear indicator of what we need to do to retain customers to our brand. As a brand, you\u2019ll have to make sure that you get more than 5 customers for one to return to your brand again.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>45. 91% of consumers are more likely to shop with brands who recognize, remember, and provide relevant offers and recommendations.<\/strong><br><span style=\"font-size: 12pt;\">(Source: <a href=\"https:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-eBook-RetailTrendsPlaybook2020.pdf\" target=\"_blank\" rel=\"noopener\">Microsoft<\/a>)<span id=\"91% of consumers are more likely to shop with brands who recognize, remember, and provide relevant offers and recommendations.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Help operators know when a customer is returning to your website by <a href=\"https:\/\/www.proprofschat.com\/blog\/add-live-chat-to-website\/\">adding live chat<\/a> software. The tool helps you see how many times they have been on your website and when was the last time they interacted with one of your operators.<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><em><span style=\"font-weight: 400;\"> Retaining customers is no rocket science. But it does require you to be attentive and mindful. Make sure that you do not treat your returning customers as new customers. This can offend them, and most probably, they\u2019ll reach out to another alternative in the market.<\/span><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"CustomerEngagementandLoyalty\"><span class=\"ez-toc-section\" id=\"Customer_Engagement_Loyalty\"><\/span><b>Customer Engagement &amp; Loyalty<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>46. 61% of customers have been with their current provider (across each sector) for more than three years.<\/strong><span style=\"font-size: 12pt;\"> (Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/www.verint.com\/Assets\/resources\/resource-types\/white-papers\/customer-centricity-rules-of-engagement-emea.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Verint<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"61 percent of customers have been with their current provider (across each sector) for more than three years.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">One of the reasons why your customers stay loyal to your brand is because they like when you keep in touch with them, let them know about the upcoming offers, and keep them in the loop of a lot of factors.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>47. 96% of customers say customer service is important in their choice of loyalty to a brand.<\/strong><span style=\"font-size: 12pt;\"> (Source: <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=\"96% of customers say customer service is important in their choice of loyalty to a brand.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Since engagement is a pivotal aspect of customer service, make sure you create the best experience to keep them loyal to your brand.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>48. Long-term loyalty is highest in France and Germany, where 72% and 66% of customers respectively have been with current providers for three years or more.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/www.verint.com\/Assets\/resources\/resource-types\/white-papers\/customer-centricity-rules-of-engagement-emea.pdf\" target=\"_blank\" rel=\"noopener\">Verint<\/a>)<span id=\"Long-term loyalty is highest in France and Germany, where 72 percent and 66 percent of customers respectively have been with current providers for three years or more.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Loyalty isn\u2019t earned in a day or two. You need to make sure that you keep existing customers engaged with the brand as it progresses towards success. Do not create the feeling of missing out on updates among your customers.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>49. In the US, 40% of revenue comes from returning or repeat purchasers, who represent only 8% of all visitors.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"http:\/\/success.adobe.com\/assets\/en\/downloads\/whitepaper\/13926.digital_index_loyal_shoppers_report.pdf\" target=\"_blank\" rel=\"noopener\">Adobe<\/a>)<span id=\"In the US, 40% of revenue comes from returning or repeat purchasers, who represent only 8% of all visitors.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">To increase the count of returning or repeat purchasers, make sure that you create good engagement strategies. Until and unless you do not actively engage with your customers, they can\u2019t be convinced to return to your brand.<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><em><span style=\"font-weight: 400;\"> To convert your customers into loyal customers, you need to make sure that your business curates the best engagement strategies. Customer engagement doesn\u2019t only mean that you send an email about a product update or triggering a chat with them when they land on a crucial page. You need to personalize your engagement with the customers to actually make them brand loyals.<\/span><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"CustomerEngagementandService\"><span class=\"ez-toc-section\" id=\"Customer_Engagement_Service\"><\/span><b>Customer Engagement &amp; Service<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>50. 17% of centers can locate problems that negatively impact the customer experience.<\/strong><span style=\"font-size: 12pt;\"> (Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/www.ibm.com\/downloads\/cas\/8VZBODOK\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">IBM<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"17 percent of centers can locate problems that negatively impact the customer experience.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Customer service centers tend to locate issues that can impact a customer\u2019s experience. This way, your operators can dodge the issues that they may face during customer engagement.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>51. 62% of retailers report that the use of information (including big data) and analytics is creating a competitive advantage for their organizations.<\/strong><span style=\"font-size: 12pt;\"><br>(Source: <a href=\"https:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-eBook-RetailTrendsPlaybook2020.pdf\" target=\"_blank\" rel=\"noopener\">Microsoft<\/a>)<span id=\"62% of retailers report that the use of information (including big data) and analytics is creating a competitive advantage for their organizations.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">With a good amount of data in hand, companies easily get to make changes to their marketing and customer engagement strategies instantly.&nbsp;<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><em><span style=\"font-weight: 400;\"> Customer engagement and service go hand-in-hand. That\u2019s why you need to make sure that when you think of creating changes to your customer service strategies, they\u2019ll probably have a spillover effect on your engagement strategies too.<\/span><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"ConsumerEngagementandExperience\"><span class=\"ez-toc-section\" id=\"Consumer_Engagement_Experience\"><\/span><b>Consumer Engagement &amp; Experience<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\"><strong>52. In 2018, 46.5% of organizations revealed that employee engagement in customer experience (CX) is reactive, driven by an organization-wide culture framework. During the survey, 29.3% of customers rated organizations&#8217; CX capability seven out of ten (7\/10).<\/strong> <span style=\"font-size: 12pt;\">(Source: <\/span><\/span><span style=\"font-size: 12pt;\"><a href=\"https:\/\/www.statista.com\/statistics\/1081834\/employee-engagement-delivering-cx\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Statista<\/span><\/a><span style=\"font-weight: 400;\">)<span id=\"In 2018, 46.5 percent of organizations revealed that employee engagement in customer experience (CX) is reactive, driven by an organization-wide culture framework. During the survey, 29.3 percent of customers rated organizations' CX capability seven out of ten (7\/10).\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Employee engagement and customer experience go hand-in-hand. As explained by Statista, 29.3% of customers agree that they would only engage with a company if they rate their customer experience capability equal to or above 7\/10.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>53. In the MEA region, employee engagement in CX is primarily reactive, with only 35.7% (42.4% globally) of organizations adopting a proactive approach where employees actively (some enthusiastically) live the brand as they deliver CX services.<\/strong><span style=\"font-size: 12pt;\"> (Source: <a href=\"https:\/\/www.ameinfo.com\/industry\/finance\/cx-disconnect-in-an-experience-economy-is-putting-businesses-at-risk\" target=\"_blank\" rel=\"noopener\">Dimension Data<\/a>)<span id=\"In the MEA region, employee engagement in CX is primarily reactive, with only 35.7% (42.4% globally) of organizations adopting a proactive approach where employees actively (some enthusiastically) live the brand as they deliver CX services.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Basically, the stat above states that you need to be more proactive when working towards building experience for your customers. That means, when your operators engage with customers, suggest them to be proactive and not reactive. Sometimes it benefits not just the customer but also the company\u2019s revenues when you proactively reach out to your customers.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>54. Over half of consumers say that the overall enjoyment of their experience is important in their decision to buy a product or service.<\/strong><span style=\"font-size: 12pt;\"><br>(Source: <a href=\"https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/uk\/Documents\/consumer-business\/deloitte-uk-consumer-review-customer-experience.pdf\" target=\"_blank\" rel=\"noopener\">Deloitte<\/a>)<span id=\"Over half of consumers say that the overall enjoyment of their experience is important in their decision to buy a product or service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/span><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Delightful customer experience is directly proportional to customer retention. So if you engage proactively and provide awesome support experience, you\u2019ll notice a hike in your sales and brand loyalty.<\/span><\/p>\n\n\n\n<p><b><i>Takeaway:<\/i><\/b><em><span style=\"font-weight: 400;\"> In a nutshell, this section focuses on how great customer engagement experience can help your organization build the feeling of brand loyalty among customers.<\/span><\/em><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">I hope that this extensive list of statistics on customer engagement helps you learn what to do and what not to do while interacting with your customers.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">We&#8217;re here to help if you need us. Give us a call at (855) 776-7763 (Toll-Free), and one of our team will be there to provide any support you require.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u201cYour most unhappy customers are your greatest source of learning.\u201d&nbsp;\u2014&nbsp;Bill Gates Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customers to post their bitter experiences online. Type, type, click, and the damage is done!&#8230;<\/p>\n","protected":false},"author":11,"featured_media":34700,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[223],"tags":[],"class_list":["post-25930","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>50+ Customer Engagement Statistics for 2026<\/title>\n<meta name=\"description\" content=\"Explore 50+ customer engagement statistics for 2026 \u2014covering top trends, benefits, challenges, and expert insights to strengthen your engagement strategy.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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