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[Infographic] 17 Customer Service Stats You Want to Know in 2020

3 min read
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Customer Service
customer-service-stats-2020-infographic
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The dynamics between business and customers have evolved with time. Companies have realized that it’s paramount to make customer service an org-wide mission to stay relevant in the current business climate.

customer-service-stats-2020-infographic

Ads have shifted from being product-centric to customer-centric, and customer service is now a deciding criterion for purchase. But how exactly has the narrative changed? 

The Temkin Group found that companies that earn $1 billion annually can earn about an additional $700 million within 3 years of investing in customer experience, and that’s just one of the statistics. Read on to find out more! 

customer-service-stats-2020-infographic

Global opinion on customer service

  1. 54% of consumers have higher customer support expectations compared to 2019

  2. 67% of people believe that customer service is improving

  3. 52% of people think companies should take action on feedback provided by customers

How customers behave when it comes to customer service

  1. 62% of customers communicate with companies via email
    1. 48% use the phone
    2. 42% live chat
    3. 36% through Contact Us forms.

  2. 88% of consumers are influenced by online customer service reviews when buying

  3. 79% of millennials prefer buying brands that have mobile-responsive customer support

  4. 49% of buyers have made impulse purchases owing to a more personalized experience

  5. 1 in 3 customers will leave a trusted brand after only 1 bad experience
    1. 92% would completely abandon a company after 2 negative interactions

  6. 21% – that’s how much more millennials are willing to spend for great customer care

  7. 64% of people find customer experience more important than price.

  8. 1 Hour – That’s the ideal wait-time for email support. 

What companies are saying

  1. 70% of the customer’s actions are based on how they feel they are being treated

  2. 1 in 5 times – that’s how often customer service agents ask for the customer’s name

  3. A 20% improvement in employee engagement is seen by companies that invest in customer experience

  4. 600% to 1400% higher LTV is seen in a customer experience promoter than that of a detractor

  5. 89% of CX professionals think customers share more support experiences now than in the past

  6. 70% improvement in employee engagement in seen by companies that invest in customer experience
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Handles growth at Hiver. When he's not thinking about the next big campaign, you can usually find him traveling somewhere or reading a book.
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