Customer service still plays a vital role in organizations. Companies should be investing and equipping their employees with the right knowledge and skills to help them meet the customer’s needs. These past 2 years brought on paradigm shifts within organizations. A customer’s interaction with the customer service team can bring about a lasting impact on whether they continue as a customer or decide to switch to a competitor. 

These customer service stats are the most relevant in 2022. see how you can use these statistics to improve your customer service and retain more customers. 

  • 62% of consumers use email as a customer service channel, 47% use live chat. (James Anthony, 2020)
  • 91% of consumers will leave without warning as a reaction to bad customer service. (James Anthony, 2020)
  • 70% of previously dissatisfied consumers who had their problems resolved by customer service are willing to shop with the brand anew. (Mathew Sweezey, 2019)
  • 67% of repeat customers are more likely to spend more with a brand because of excellent customer service. (HubSpot, 2021)
  • 27% of US consumers say that the difficulty to reach a live agent is among their top frustrations with bad customer service. (Microsoft 2019)
  • 2/3 of consumers report that the most frustrating customer service aspect is waiting on hold or having to explain the same things to several reps. (HubSpot, 2018)
  • 33% of Americans say they’ll consider switching companies after just a single instance of poor service. (American Express, 2017)
  • 86% of consumers are willing to spend more to have a great customer experience. (PWC, 2020)
  • 62% of customers share their bad customer experiences with others. (Salesforce, 2018)
  • 1 out of 26 unsatisfied customers complain. (HuffPost, 2017)
  • 11% of customer churn can be prevented through company outreach. (HuffPost, 2017)
  • 67% of customers’ churn can be prevented by resolving a customer issue during the first engagement. (HuffPost, 2017)
  • 85% of customer churn stemming from poor customer service can be prevented. (HuffPost, 2017)
  • 71% of Americans would rather interact with a human than a chatbot or other forms of automation. (PWC, 2018)
  • 77% of instant responses come from online chat. (Drift, 2018)

Customers and customer service alike will continue to evolve. With that, businesses will have no choice but to keep up with that evolution. That’s why we have pulled this compilation of customer service statistics to help you improve the way your customer service is managed. Customer service stats are very useful to your organization and the insights acquired can be used to nurture customer service by being able to know who you are serving and what your competitors are doing. 

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