70+ Customer Service Statistics You Need to Know in 2024

(1) 45% of consumers want their issues resolved in the first interaction.

(2) 80% of customers feel that a company's experience is as essential as its products and services.

(3) Customers these days are now looking for solutions to their problems instantly. Almost half of all customers (46%) want companies to reply to their queries faster than 4 hours. Only 12% of customers expect a response within 15 minutes or less.

(4) Customer expectations over the years have been spread across the following areas: Speed of response (63%), Speed of resolution (57%), Availability (49%), Knowledge and expertise (49%), Politeness and empathy (43%).

(5) 68% of millennials will be more comfortable using self-service for general issues.

(6) 11% of consumers want to see responses to their reviews within the same day. Meanwhile, 34% are okay with a response within 2 to 3 days.

(7) 80% of consumers expect to interact with an agent when they contact a company.

(8) Solving issues without a customer service representative is bliss for customer service representatives. 59% of customers of all generations feel the same.

(9) 80% of customers expect chat agents and support agents to assist them with everything they need.

(10) 99% of customers feel more comfortable with a human assisting to resolve their issues.

(11) 87% of support teams believe customer service expectations reached new heights in 2023.

(12) 2 negative experiences can lead to brand abandonment.

(13) 68% would not use a bad chatbot again.

(14) One bad experience and customer will speak about it with friends and neighbors. 17% of the dissatisfied customers will discuss their interaction to raise awareness. Unhappy consumers tend to tell twice as many people about their negative experiences as satisfied customers do.

(15) 30% of customers generally exit from the websites when they cannot find what they are looking for and eventually abandon shopping carts.

(16) In the US, online retail showcases the worst customer services in the retail sector (36%), followed by utilities/ service providers (33%) in the second spot and health insurance third (29%).

(17) 32% of customers will leave a brand after just one bad experience.

(18) 50% of customers (including three-fifths of millennials) are okay paying extra for better customer service.

(19) Keeping your customers satisfied and providing high customer service will push 88% of customers to re-purchase. 75% of customers will even ignore the company's mistakes after receiving satisfactory customer service.

(20) A positive customer service experience can push 72% of customers to share this with six or more people.

(21) 60% of consumers will likely repeat purchases after a personalized shopping experience.

(22) Agent attrition is not just a headache; it's a costly one. Replacing a single agent can cost upwards of $10,000.

(23) 50% of the inquiries that are assigned to the agents are automatically based on their skill set or other pre-decided rules.

(24) 61% of C-level support executives feel more optimistic about AI enhancing their team's productivity than just a year ago.

(25) Customer support teams measure customer experience on the following parameters: Customer satisfaction (CSAT) score: 44% | Feedback forms: 38% | Online reviews and ratings: 30% | Follow-up calls or emails: 30%

(26) A positive customer service experience can push 72% of customers to share this with six or more people.

(27) According to a Cornell University study, 87% of contact center agents said their job causes stress.

(28) When asked to rate the level of emotional intelligence (EQ) in their organization, 42% of respondents perceived it as low (ratings of 1 and 2), while 35% rated it as high (ratings of 4 and 5). This suggests that while a significant portion of employees recognize a higher level of EQ within their organizations, a nearly equal percentage still see substantial room for improvement in developing emotional intelligence in their workplace.

(29) Only 12% of all customer journeys are contained in self-service, allowing leaders to improve the self-service experience.

(30) Companies can witness an increase of 10-15% in revenue by improving customer experience.

(31) US companies lose roughly $75 billion yearly due to poor customer service.

(32) 68% of business leaders feel there is a direct correlation between employee enablement and business growth.

(33) The top 6 areas where CX leaders feel their customer support teams require improvement: 71% from eliminating manual or repetitive tasks | 64% improving customer experience | 55% improving support efficiency | 47% faster time to resolution | 44% boosting agent morale

(34) 76% of employees who experienced empathy from their leaders reported they were engaged in the workplace.

(35) 61% of employees said they could be more innovative if their leaders were high on EQ.

(36) 40% of the companies are planning to invest in chatbots for their call centers.

(37) Over the next two years, nine out of 10 CX leaders will spend more on additional self-service capabilities to drive customers to conversational IVRs, interactive FAQs, or chatbots.

(38) By 2026, 42% of CX leaders foresee generative AI influencing voice-based interactions.

(39) Data protection and cyber security are top customer service security strategies for 83% of CX leaders.

(40) In 2024, 70% of C-level support execs plan to invest in AI.

(41) For support teams, the top areas to invest in 2024 are: 44% in chatbots | 42% in customer behavior analysis | 29% in Knowledge base enhancement

(42) By leveraging an AI-driven performance enablement tool, COX improved AHT by 3 seconds in the accounts department and by 49 seconds in the residential technical department, significantly contributing to streamlining customer interactions.

(43) One out of three decision-makers implementing AI highlights that forecasting consumer needs and providing personalized experiences is essential for driving ROI.

(44) 79% of marketers feel that Generative AI will help businesses serve customers better.

(45) Only 25% of call centers agree that automation is integrated into their day-to-day operations, creating a balance between humans and AI in customer interactions.

(46) 45% of custom support teams are already using AI.

(47) There has been a $22 billion increase in global gen AI market valuation compared to 2023.

(48) Almost half of support teams feel that customer service roles are evolving because of AI. 69% of C-level support executives perceive that roles are evolving, compared to 34% of support agents. While 43% of support agents think roles aren't evolving.

(49) As per 75% of support teams, traditional customer service metrics are changing due to developments in AI.

(50) 88% of the call centers use AI-powered solutions in their call center for improving customer experience.

(51) The KPIs which are likely to evolve due to AI are: CSAT: 38% | Time to resolution: 31% | Average handle time (AHT): 30% | First response time: 29%

(52) Since 2020, voice/ text analytics use has significantly increased from 62% in 2020 to 81% in 2022.

(53) 88% of executives said that call recording is the most adopted contact center technology.

(54) 16.7% of businesses have integrated upcoming customer service channels, such as chatbots or video calls, into their contact centers.

(55) Only 7% of the contact centers offer multiple service channels that transition customers seamlessly between channels by providing data, history, and context to the following agent or system.

(56) Customers prefer phone calls (16%) and emails (16%) as preferred customer service channels for resolving general issues. However, phone calls (29%) are the preferred communication channel for complex issues.

(57) Only 53% reported that organizations are now developing customer service mobile apps. Indicating the least adopted form among the technologies.

(58) 61% of the contact center agents shared that as a part of their QA programs, organizations measure all three metrics – customer-critical error accuracy, business-critical error accuracy, and compliance-critical error accuracy.

(59) 49% of contact centers consider employee satisfaction as a top five KPI after customer satisfaction, response time, and quality assurance.

(60) A majority (76%) of call center agents agreed that companies nowadays try to understand the relationship between QA data and customer satisfaction for agents.

(61) 35% of customer service agents agreed that maintaining support quality was crucial while scaling a team.

(62) 92% of the contact center agents agreed that their organizations have a QA program in place.

(63) On average, the cost of a call at a contact center ranges between $2.70 and $5.60.

(64) In 2023, around 2.86 million people were employed in contact centers, a slight decline from 2022.

(65) 61% of contact center leaders reported growth in the total number of calls handled by agents, which impacts contacts per customer and a growing customer base.

(66) According to estimates, the global call center market will be worth USD 29.44 billion in 2024 and grow to $47.57 billion by 2030.

(67) We all know that post-call surveys are standard practice for contact centers, but only 38.8% of centers ask customers to complete a survey after every contact.

(68) 49% of Gen Z find conversing with a contact center agent is too hard.

(69) 80% of customer service companies will abandon native mobile apps by 2025 in favor of messaging to provide a better customer experience.

(70) Currently, two-thirds of workers are leveraging more communication and collaboration tools. On the contrary, 71% say these tools have made work more complex.

(71) 82% of marketers agree that insights from inbound calls and call experiences can help translate costly blind spots.

(72) "When customers attribute a service failure to something beyond the company's control and see the company making sincere efforts to rectify the situation, they're more likely to respond positively to service recovery attempts."

(73) "When a company's service recovery efforts positively deviate from customers mental scripts, it can lead to increased satisfaction and loyalty."

(74) "When companies admit fault and take responsibility, it can alleviate customer anger and trigger feelings of guilt for their own negative reactions. This guilt can lead to increased satisfaction when the company then provides excellent service recovery."

(75) "All three types of justice, distributive, procedural, interactional significantly influence customer satisfaction and trust after a service recovery effort."

(76) "When a company's service recovery exceeds a customer's revised expectations, it can lead to higher satisfaction than if no service failure had occurred."

(77) "Effective service recovery can resolve the mental discomfort caused by a service failure, reinforcing the customer's positive view of the company and potentially strengthening their loyalty."

(78) "An exceptional and unexpected service recovery can create a memorable positive experience that stands out more in the customer's mind than routine good service."

(79) "When a company goes above and beyond to rectify a mistake, customers often feel compelled to reciprocate with increased loyalty and positive word-of-mouth."

(80) "81% of call center agents prefer to work from home (WFH), 16% like the hybrid model, and only 3% like physically going to the call center for work. "