{"id":228,"date":"2020-01-17T07:17:35","date_gmt":"2020-01-17T07:17:35","guid":{"rendered":"https:\/\/convertobot.com\/blog\/?p=228"},"modified":"2020-12-11T22:40:06","modified_gmt":"2020-12-11T22:40:06","slug":"20-awesome-customer-service-stats","status":"publish","type":"post","link":"https:\/\/convertobot.com\/blog\/20-awesome-customer-service-stats\/","title":{"rendered":"20 Awesome Customer Service Stats"},"content":{"rendered":"\n
\"20<\/figure>\n\n\n\n

2020 is looking set to be the <\/em>year for customer service. So we\u2019re starting out the New Year by taking a look at 20 awesome customer service stats to get the ball rolling:<\/p>\n\n\n\n

1.\n37% of businesses are already using (or trialing) the use of AI, chatbots,\nand\/or robotics as part of their customer service strategy. Of this 37%, nearly\nthree quarters believe that these technologies will be highly valuable in the\nfuture of customer service.<\/p>\n\n\n\n

Source: https:\/\/emtemp.gcom.cloud\/ngw\/globalassets\/en\/sales-service\/documents\/trends\/technologies-in-service.pdf<\/a><\/em><\/p>\n\n\n\n

2.\n Insights\nagency Gartner estimated that between 20% and 40% of all live customer service\nexperiences, including live chat and phone calls, could be successfully\nautomated by implementing self-service functionalities such as chatbots. <\/p>\n\n\n\n

Source: https:\/\/www.gartner.com\/smarterwithgartner\/do-you-know-why-customers-bail-on-self-service\/<\/a><\/em><\/p>\n\n\n\n

3. More\nthan half of all customer service leaders believe that one of their biggest\nchallenges throughout 2020 and beyond will be attracting, recruiting, and\nretaining experienced customer service representatives, suggesting a shift to\ndigitization. <\/p>\n\n\n\n

Source: https:\/\/www.gartner.com\/smarterwithgartner\/gartner-top-3-priorities-for-customer-service-leaders-in-2020\/<\/a><\/em><\/p>\n\n\n\n

4. Priorities\nfor the year, according to customer service leaders, are big data and\nautomation of back office tasks. Experts at Gartner are predicting that this\nwill facilitate greater collaboration between customer service representatives\nand IT teams. <\/p>\n\n\n\n

Source: https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2019-02-11-gartner-identifies-four-imperatives-that-customer-ser<\/a><\/em><\/p>\n\n\n\n

5. One of the primary reasons customers\nreach out to businesses is due to the poor performance or attitude of staff\nmembers. This accounts for 62% of all complaints, compared to just 34% of\ncomplaints that are related to purchased goods or services. <\/p>\n\n\n\n

Source: https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/nl\/Documents\/technology\/deloitte-nl-paper-digital-transformation-of-customer-services.pdf<\/a><\/em><\/p>\n\n\n\n

6. Today, nearly all (90%) of customers\nwant and expect an organization to have some sort of digital self-service\nsolution for customer service. More than half agree that having this option\nmakes them more loyal to a brand, especially if the solution is responsive. <\/p>\n\n\n\n

Source: https:\/\/download.microsoft.com\/documents\/en-us\/dynamics\/Global_State_of_Multichannel_Customer_Service_Report.pdf.pdf<\/a><\/em><\/p>\n\n\n\n

7. Customers are willing to pay more for\ngood customer service. On average, customers will pay a 7% premium for car\ninsurance and fashion, rising to a 14% premium for healthcare and hotel stays,\nand up to 16% extra for good service at a coffee shop. <\/p>\n\n\n\n

Source: https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf#page=10<\/a><\/em><\/p>\n\n\n\n

8. Poor customer service can be\ndetrimental to business. Around 30% of customers stop interacting with a brand\nfollowing one bad experience, while nearly 60% of American customers will stop\ninteracting with a brand following multiple poor experiences. <\/p>\n\n\n\n

Source: https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf#page=9<\/a><\/em><\/p>\n\n\n\n

9. Knowledge, efficiency, convenience,\nfriendliness, and ease are the top five aspects that today\u2019s customers look for\nin good customer service. In fact, these five things are valued and prioritized\nby more than 70% of modern customers and consumers. <\/p>\n\n\n\n

Source: https:\/\/www.pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html<\/a><\/em><\/p>\n\n\n\n

10. Despite growing adoption of new\ntechnologies, 54% of customers in the United States believe that the customer\nservice currently offered by companies is in desperate need of improvement.\nThis means businesses really need to prioritize customer needs. <\/p>\n\n\n\n

Source: https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf<\/a><\/em><\/p>\n\n\n\n

11. 57% of customers would much prefer to\nget in touch with companies using digital methods, such as social media,\nchatbots, or online forms, than use more traditional voice-based customer\nsupport options such as the telephone or VoIP systems. <\/p>\n\n\n\n

Source: https:\/\/dcs.tech\/wp-content\/uploads\/2019\/09\/Delivering-a-Digital-Customer-Experience-for-Todays-Mobile-Consumer-Whitepaper.pdf<\/a><\/em><\/p>\n\n\n\n

12. The average customer service\ninteraction between business and customer takes 19 minutes. Reports suggest\nthat this is far too long, and that customers are ideally looking for a swift,\nefficient service which takes 111 percent less time on average. <\/p>\n\n\n\n

Source: https:\/\/www.pega.com\/system\/files\/resources\/2019-11\/acheiving-digital-customer-service-transformation-white-pap.pdf<\/a><\/em><\/p>\n\n\n\n

13. Many of those working within customer\nservice roles have seen the changes that have taken place within the last few\nyears. 88% say that customer expectations are higher than ever before,\nprimarily as a result of customers becoming more informed. <\/p>\n\n\n\n

Source: https:\/\/blog.hubspot.com\/service\/customer-service-2019<\/a><\/em><\/p>\n\n\n\n

14. Among the many reasons for customers\nreaching out to businesses, the inability for an organization to keep a promise\nor commitment to the customer is up there near the top of the list. More people\nare seeking assistance for this reason than ever before. <\/p>\n\n\n\n

Source: https:\/\/lp.instituteofcustomerservice.com\/hubfs\/Research%20Reports\/ICS%20UKCSI%20Main%20Report%20July%2019-576.pdf?hsCtaTracking=cf74751c-4271-4ac9-8e58-db8f27b5a8ac%7Cb7db8c4e-fd94-45db-82d9-2c2db8aeec19<\/a><\/em><\/p>\n\n\n\n

15. With multi-channel customer service\non the rise, 62% of customers now say that they need to make multiple contacts\nacross multiple channels in order to resolve a single problem or gain an answer\nto a single query. Consistency is key for a good experience. <\/p>\n\n\n\n

Source: https:\/\/www.northridgegroup.com\/insight\/state-of-customer-experience-2018-report\/<\/a><\/em><\/p>\n\n\n\n

16. The number of customer service\ncenters in the United States is growing at an almost unprecedented rate. Today,\nthere are nearly 3000 centers located across the country, with the industry\nexperiencing a 5.6% annual growth between 2014 and 2019. <\/p>\n\n\n\n

Source: https:\/\/www.ibisworld.com\/united-states\/market-research-reports\/customer-care-centers-industry\/<\/a><\/em><\/p>\n\n\n\n

17. Good customer service can be a hugely\neffective and efficient driver of business success. Reports show that there is\na strong, positive correlation between levels of customer satisfaction and\nrevenue growth, highlighting the importance of experience. <\/p>\n\n\n\n

Source: https:\/\/www.mckinsey.com\/business-functions\/marketing-and-sales\/our-insights\/from-touchpoints-to-journeys-seeing-the-world-as-customers-do<\/a><\/em><\/p>\n\n\n\n

18. According to insights agency\nMcKinsey, 65% of call center back office tasks can now be automated using\ncustomer service technologies like AI. Additionally, the company predicts that\nbetween 30% and 50% of front line support will move to digital.<\/p>\n\n\n\n

Support: https:\/\/www.mckinsey.com\/industries\/financial-services\/our-insights\/using-analytics-to-increase-satisfaction-efficiency-and-revenue-in-customer-service<\/a><\/em><\/p>\n\n\n\n

19. 85% of customers who have had a\npositive experience when contacting a company report that they are likely to\nincrease their spending with the brand in the future. However, 70% claim they\nwould reduce spending following poor service.<\/p>\n\n\n\n

Source: https:\/\/www.mckinsey.com\/business-functions\/organization\/our-insights\/the-moment-of-truth-in-customer-service<\/a><\/em><\/p>\n\n\n\n

20. High earners are more likely to\ndemand digital customer service options. 57% of those earning $200,000 and more\nwant to interact through social channels and online systems, compared to just\n41% of those customers earning $25,000 or less per year. <\/p>\n\n\n\n

Source: https:\/\/www.mckinsey.com\/business-functions\/marketing-and-sales\/our-insights\/affluent-customers-want-service-on-social-media<\/a><\/em><\/p>\n\n\n\n

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