100+ Customer Service Statistics to know in 2023

69% of customers have stopped doing business with a brand because of a negative customer service experience. 

ArenaCX

47% of US online adults say they will abandon their online purchase if they can’t find a quick answer to their question. 

Forrester Opportunity Snapshot

When customers experience high-effort issue resolutions, they are 96% more likely to be disloyal to brands and 81% more likely to share negative word-of-mouth.

Gartner

56% of customers say that they would be willing to pay a premium price for a product to get outstanding customer support.

PR Newswire

47% of customers feel a brand is being their best on social media when they offer good customer service.

Sprout Social

61% of customers have written a bad review about a brand after a negative customer service experience.

ArenaCX

83% of customer service decision-makers agree that their organizations view customer service as a strategically important function.

Forrester Opportunity Snapshot

If customers have effortless customer service interactions, they are 94% more likely to repurchase the product or service and there’s an 88% probability of increase in spend.

Gartner

50% of consumers report that Covid-19 has somewhat or greatly increased their prioritization of customer service as a factor when deciding to do business with a brand.

Stella Connect

32% of consumers were patient with brands offering slow customer service during the pandemic.

Post COVID-19 Consumer report - Freshworks

52% of customers stopped buying from a company during the pandemic as a result of their response times and insensitive communications.

Deconstructing Delight report - Freshworks

1in 2 consumers say small businesses got better at customer service during the pandemic with better personal connect and online ordering options.

Post COVID-19 Consumer report - Freshworks

Customers felt that 32% of companies with good customer service before the pandemic actually got worse over the past year.

Post COVID-19 Consumer report - Freshworks

Over 50% of customer service leaders around the world feel that the mental health of their agents has suffered on the back of the crisis.

The New CX Mandate report - Freshworks

73% of contact center leaders reported agent turnover to be one of the most significant problems for their contact center.

Cisco 

Customer service teams were operating with a 33% reduction in staff.

The New CX Mandate report - Freshworks

22% of customers feel call center wait times were too long.

Deconstructing Delight report - Freshworks

52% of customers expect a quick resolution.

Deconstructing Delight report - Freshworks

64% of customers want a reply within an hour of posting on Twitter, and 85% of customers said they expect a company to respond within six hours.

Social Stamina 

80% of customers said they want quicker responses from companies.

Deconstructing Delight report - Freshworks

66% of US consumers agree that valuing their time is the most important thing a company can do to provide them with good online customer service.

Forrester Opportunity Snapshot

75% of customers who use the phone for issue resolution report the interaction taking longer than expected.

Gartner

55% of customers want companies they care about to know more about them.

Deconstructing Delight report - Freshworks

87 percent of consumers say that a transparent source is important when making a purchase decision.
EY

90% of consumers regard resolution as their most important customer service issue.

KPMG

56% of customers say a brand’s customer service often doesn’t match the image they portray.

Deconstructing Delight report - Freshworks

About half of the consumers (49%) want to hear more from the brands they buy from.

Deconstructing Delight report - Freshworks

80% of customers want brands to be more honest.

Deconstructing Delight report - Freshworks

77% of consumers are willing to exchange personal data for a superior experience.

Deconstructing Delight report - Freshworks

80% of buyers are more likely to make a purchase when brands offer personalized customer experiences.

Deconstructing Delight report - Freshworks

63% of customers expect brands to consider their personal values when communicating.

Deconstructing Delight report - Freshworks

Nearly half (47%) of consumers globally say they will continue interacting with brands digitally even after the pandemic.

Post COVID-19 Consumer report - Freshworks

A 160% increase in the frequency of digital purchases was noticed globally since the pandemic.

World Economic Forum

43% of customers have switched to digital channels due to convenience and availability.

McKinsey

40% of customers expect brands to solve their problems in their channels of choice.

Forrester Opportunity Snapshot

62% of customers are likely to use email as their preferred communication channel followed by live chat at 43%.

Finances online

31% of customers pick email as the preferred channel for making a complaint and 28% of them use it to track their order.

Deconstructing Delight report - Freshworks

64% of shoppers surveyed want mobile and contactless pickup options, with 79% saying contactless store pickup is very important.

Digital Commerce 360

55.4% of internet users use their mobile phones to purchase products online and 69.4% say they use shopping apps on their mobile devices.

Oberlo

53% of the respondents said they are more likely to buy from a company that provides customer service via chat on WhatsApp or Facebook Messenger than one that does not.

Facebook IQ

56% of organizations say their mobile messaging apps (SMS/MMS or advanced mobile messaging apps) perform well in improving customer engagement.

Harvard Business Review - Google

68% of WhatsApp users believe that it is the most convenient way to engage with a brand.

The Future of CX 2022 report - Freshworks

61% of customers don’t want to install a new app or migrate to a new messaging platform just to communicate with a business.

Zipwhip

Nine out of 10 consumers want an omnichannel experience with seamless service between communication methods.

CX Today

38% of customers expect agents to know who they are and the context of their query immediately. 

Forrester Opportunity Snapshot

23% of customer service decision-makers agree that agents can’t see a customer’s past interaction with their service channels.

Forrester Opportunity Snapshot

41% of decision-makers who consider CX a critical priority want to specifically improve the speed of customer service.

Forrester Opportunity Snapshot

1 in 3 leaders believe that building new-generation digital platforms to help customer-facing teams work better is a top digital investment priority.

The Future of CX 2022 report - Freshworks

In the US, 78% of leaders are investing more in self-service, allowing customers to help themselves with self-help portals and AI-powered chatbots.

The Future of CX 2022 report - Freshworks

54% of customer service leaders say shifting from reactive to proactive service is a key activity to focus on in 2022.

Gartner

Globally, 63.7% of customer service leaders are women.

Zippia

8 out of 10 contact centers plan to grow their workforces in 2022 and 50% of them are creating new roles in contact centers.

ICMI

51% of customer service leaders found the transition to work from home actually improved their employees’ engagement.

Gartner

35% of contact center leaders now think that their contact centers will become mainly homeworking. 

CustomerThink

Cloud tech services are expected to be utilized by 90% of global organizations by 2022.

ET

56% of technology and business leaders believe that optimization of technology costs is the biggest benefit of cloud computing.

McKinsey

88% of customers expect companies to offer an online self-service portal.

Statista

39% of customers say they can resolve issues much quicker using self-service options than other customer service channels.

Deconstructing Delight report - Freshworks

77% say that offering poor self-service support is worse than not offering any at all since it wastes time.

Vanilla Forums

Only 13% of customers are fully able to resolve their issues through self-service as the only channel.

Gartner

65% of customer service decision-makers want to invest in chatbots to drive operational efficiencies and customer satisfaction. 

Forrester Opportunity Snapshot

Brands have reported a 7% increase in CSAT scores  as a result of successful bot implementations.

The Future of CX 2022 report - Freshworks

39% of customers would rather use self-service options than have to speak to a company using any other channel.

Deconstructing Delight report - Freshworks

Live chat is used by 67% of B2C businesses solely for customer support.

Finances Online

42% of US online buyers said it was important for retailers to offer live online chat on their websites.

Forrester

Over 85% of businesses will offer live chat support by 2022.

Software Advice

Businesses have seen a 20% reduction in call volumes by using Apple Business Chat.

The Future of CX 2022 report - Freshworks

Messaging channels prove to slash up to 60% of costs per customer interaction.

The Future of CX 2022 report - Freshworks

Over 80% consider bots and AI robotic automation to be an important function of the contact center.

Cisco

Nearly 70% of customer service decision-makers plan to invest in increasing automation and 73% of them in CX feedback technology.

Forrester Opportunity Snapshot

53% of organizations don’t believe they offer effortless experiences that make it easy for customers to handle their issues/requests and 7.6% of companies are shifting their budget to technology to overcome the challenge.

Gartner

The online help desk software market is projected to reach USD 19.96 Million by 2028, growing at a CAGR of 10.65% from 2021 to 2028.

Verified Market Research

70.5% businesses move to Freshdesk to gain better visibility with the ability to assign, prioritize and track tickets.

Customer Adoption survey - Freshworks

50% businesses wanted to scale their support operations with ease.

Customer Adoption survey - Freshworks

47% businesses wanted to use a helpdesk to analyze data and get granular insights.
Customer Adoption survey - Freshworks

64% of businesses noticed an improvement in key customer service metrics such as first contact resolution, customer satisfaction, NPS, etc.

Customer Adoption survey - Freshworks

Reduce ticket volume by 27% with self-service and AI-powered chatbots.

Forrester TEI report

51% of businesses have seen an improvement in agent productivity.

Customer Adoption survey - Freshworks

Save $2.9 million by shifting from phone to digital service channels like chat and messaging.

Forrester TEI report

Improve average handle time by 25% with Freshdesk’s intuitive, powerful agent desktop.

Forrester TEI report