Today, customer service has become a crucial factor in choosing one brand over another. In fact, various customer service statistics show that customers want to invest in brands that focus on their needs and constantly provide value beyond the initial purchase.
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This post will highlight some key customer service statistics that will help you understand the landscape better and brainstorm new strategies for strengthening your service team. And if you're in a pinch, jump right to the stats you need.
- The Importance of High-Quality Customer Service
- The Power of Great Customer Service
- The Cost of Poor Customer Service
- The Best Channels for Customer Service
- The Benefits of Using AI/Automation in Customer Service
- Sharing Customer Service Experiences
- The Business Opportunity of Customer Service
- Customer Experience Statistics
- Customer Satisfaction Statistics
Customer Service Statistics [Report]
HubSpot surveyed 1,400 customer service leaders to find out what challenges they’re facing, their goals, and how they use technology to deliver excellent customer service. Download our free report to learn how service teams across the globe deliver on core metrics.
70 Customer Service Stats to Know
The Importance of High-Quality Customer Service
1. 77% of business leaders recognize offering personalized support experiences leads to increased customer retention. (Zendesk)
2. 88% of customers say good customer service makes them more likely to purchase again. (Salesforce Research)
3. 80% of customers say the experience a company provides is as important as its product or services. (Salesforce Research)
4. 81% of the leaders see customer experience and support as growing priorities over the next year. (Zendesk)
The Power of Great Customer Service
5. 56% of the consumers feel positive about their support interactions over the past year. (Zendesk)
6. If the company’s customer service is excellent, 75% of consumers will do business with them again, even after making a mistake. (Salesforce Research)
7. 75% of customers say they have recommended a company based on excellent customer service. (Salesforce Research)
The Cost of Poor Customer Service
8. After more than one bad experience, around 73% of consumers say they would rather do business with a competitor. (Zendesk)
9. On average, 49% of customers have left a brand in the past 12 months due to bad customer experience. (Emplifi)
10. 1 in 6 shoppers walk away from a purchase due to bad customer experience. (Emplifi)
The Best Channels for Customer Service
11. 72% of people who regularly interact with customer service bots indicate that the quality has improved and dissatisfaction levels have continued to drop. (Zendesk)
12. 72% of customers stated that they have used self-service portals, and 55% have used self-service chatbots. (Salesforce Research)
13. 43% of customers say that receiving excellent social media customer service is important when making a new purchase. (Emplifi)
14. 19% of social media users have sent DMs for customer service. (HubSpot Research)
15. 1 in 5 Gen Z, Millennials, and Gen X say social media DMs are their preferred channel to get customer service from a company. (HubSpot Research)
16. 93% of customers use emails to engage with companies, followed by phone at 88%. (Salesforce Research)
17. 28.1% of companies use email to offer support to their customers, followed closely by phone. (KlausApp)
18. 68% of consumers stated that the positive aspect of chatbots is that they provide quick answers. (Userlike)
19. 78% of customers who interact with chatbots say that they end up needing to connect with a human agent anyway. (Zendesk)
20. 65% of leaders believe their chatbots are becoming more natural and human-like. (Zendesk)
21. 42% of customer service pros who use AI/automation tools state that AI chatbots that respond to customer service requests are very effective. (The State of AI Survey by Hubspot)
22. 33% of customer service pros who use AI/automation tools state that AI tools that monitor social media for customer-service-related issues are very effective. (The State of AI Survey by Hubspot)
23. 94% of customers view video support as a positive experience. (Talkative)
Benefits of Using AI/Automation in Customer Service
24. 67% of support leaders believe they are already seeing value from their automation efforts (chatbots, automatic routing, etc.). (Intercom)
25. 70% of consumers expect anyone they interact with at the company to have the full context of their purchase history, previous interactions, and so on. (Zendesk)
26. 53% of customers believe generative AI will help companies better serve customers. (Salesforce Research)
27. Service professionals save more than 2 hours a day using generative AI to respond to customers quickly. (HubSpot Research)
28. 58% of leaders believe an AI-powered support experience would inspire customer trust. (Intercom)
29. 74% of service reps think that AI tools will be able to access and use data about consumers quickly. (Zendesk)
30. 84% of customer service reps who use AI say it makes it easier to respond to tickets. (HubSpot Research)
31. 64% of customer service reps who use AI say it helps them personalize their correspondences. (HubSpot Research)
32. 60% of the support leaders stated that the AI possibility they were most excited about was the faster response. (Intercom)
33. 53% of the support teams are concerned about how AI can negatively affect the customer service sector. (Intercom)
34. 61% of customer service professionals believe that most reps will use AI/automation in their role by 2024. (HubSpot Research)
35. 73% of the customers think AI will improve customer service quality. (Zendesk)
36. 73% of support leaders believe customers will expect AI-assisted customer service in the next five years. (Intercom)
37. 52% of support leaders say that ChatGPT has worried them about falling behind in implementing AI solutions. (Intercom)
38. 80% of the customer support specialists agree that AI/automation tools can help them spend less time on manual tasks (data entry, scheduling meetings, etc.) (The State of AI Survey by Hubspot)
39. 78% of customer support specialists agree that AI/automation tools can help them be more efficient. (The State of AI Survey by Hubspot)
40. 66% of customer support specialists agree that AI/automation tools can help personalize the experience customers get with their company. (The State of AI Survey by Hubspot)
41. 62% of customer support specialists agree that AI/automation tools can help them understand their customers better. (The State of AI Survey by Hubspot)
42. 71% of customer support specialists agree that AI/automation tools can help improve customers' overall experience with their company. (The State of AI Survey by Hubspot)
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43. 55% of customer support specialists agree that by 2024, most software they use will have AI or automation capabilities built-in. (The State of AI Survey by Hubspot)
44. 66% of customer service pros who use AI/automation agree that by 2024, AI/automation tools will be able to do most customer service related tasks independently. (The State of AI Survey by Hubspot)
45. 84% of customer service pros who use AI/automation agree that by 2024, AI/automation tools can make it easier for them to respond to customer service requests. (The State of AI Survey by Hubspot)
46. 42% of customer service pros who use AI/automation state that AI tools that collect and analyze customer feedback will significantly improve the customer experience. (The State of AI Survey by Hubspot)
47. 22% of customer service pros who use AI/automation state that AI tools help them optimize the customer service process. (The State of AI Survey by Hubspot)
48. Reps who use chatbots to respond to customer service requests save up to 2 hours and 20 minutes a day. (The State of AI Survey by Hubspot)
49. 44% of customer service pros state that they don't use AI because consumers prefer to interact with a human over AI. (The State of AI Survey by Hubspot)
Sharing Customer Service Experiences
50. 48% of consumers overall will share their customer service experience, whether good or bad. More than a third report posting on Facebook, followed closely by Instagram. (CFI Group)
51. 85% of American customers will recommend a company whose service they rate as “very good.” (Qualtrics XM Institute)
52. 52% of customers say they don’t share their bad or good service experiences through social media. (CFI Group)
53. 77% of customers expect to interact with someone immediately when they contact a company. (Salesforce Research)
The Business Opportunity of Customer Service
54. Consumers are 1.9x more likely to purchase from a company after a 5-star experience than a 1- or 2-star experience. (Qualtrics XM Institute)
55. 65% of US consumers would pay 5% more for products if they knew they would receive outstanding customer service. (Emplifi)
56. 60% of support leaders expect to reduce support costs over the next five years by adopting AI (Intercom)
57. 29% of customer service leaders whose companies have invested in AI/automation tools state that it has returned a very positive ROI. In comparison, 47% of them say it has returned a somewhat positive ROI. (The State of AI Survey by Hubspot)
58. 26% of customer service leaders whose companies haven't invested in AI/automation tools yet plan to invest in them in 2023. (The State of AI Survey by Hubspot)
59. 43% of customer service leaders state that they will increase their investment in AI/automation tools over the course of 2023. (The State of AI Survey by Hubspot)
60. 70% of organizations plan to invest in AI and automation for customer service in the next 12 months. (KlausApp)
61. 55% of support leaders claim that ChatGPT has made them more likely to invest in AI in the coming year. (Intercom)
Customer Experience Statistics
62. 43% of consumers place high importance on previous positive customer experiences with a brand when considering a new purchase. (Emplifi)
63. Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. (Trust Pilot)
64. 52% of consumers state that support interactions leave them exhausted, and 55% feel increasingly stressed. (Zendesk)
65. 35% of customers prefer to have a fully self-serve customer service option available to solve their problems. (Emplifi)
66. 59% of customers believe businesses should personalize their experiences based on the data they collect about them. (Zendesk)
67. 56% of customers say they have to repeat or re-explain information to different representatives. (Salesforce Research)
Customer Satisfaction Statistics
68. The average customer satisfaction rate is 19% for chat, 5% for email, and 5% for phone. (KlausApp)
69. 58% of agents state that the lack of consumer data often causes negative experiences for customers. (Zendesk)
70. 80% of consumers develop an emotional connection with a brand when their problem is resolved by customer service. (CGS)
Customer Service is More Important Than Ever
The importance of good customer service can’t be overstated. By investing in a strong service team and the right tools, you can improve customer satisfaction, reduce churn, and increase revenue. Let data drive your customer-first approach.
Editor's Note: This post was originally published in February 2021 and has been updated for comprehensiveness.
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