50 Customer Service Statistics You Need To Know (Updated For 2023)

Written by Dylan Max  on   Sep 10, 2022

Customer service is becoming a critical driver of how a company is perceived, what drives consumer loyalty and determining where they open their wallets. Companies are equally praised for the exceptional support they provide, while others are relentlessly chastised for failing to deliver. Below, we want to show you how that perception has become reality with 50 customer service statistics you need to know for 2023.

AI customer service is transforming how companies support the people who support them – working alongside human agents to provide quick, convenient, and personal support. We thought it would be a good idea to get a real sense of where customer support is today by sharing these 45 customer service stats from leading research organizations.

Here are some of the best customer service statistics that really paint the picture of:

  1. What consumers expect
  2. The baseline of where many brands are today
  3. The opportunity for AI to catapult a brand’s customer service to the next level

To review some of our own research on this topic, please check out any of our four eBooks on the topic of customer service:

Customer Service Stats On Consumer Expectations

this customer service statistic states that 40% of consumers want companies to prioritize quick resolutions
  • 59% of consumers have higher expectations for customer service than they did just a 1 year ago [Microsoft]
  • 60% don’t see customer service as getting any easier [Microsoft]  
  • Customers expect to receive service through any channel and on any device, with 59 percent of respondents using the omnichannel experience to get questions answered. [Microsoft]
  • Americans are telling an average of 15 people about poor service  [American Express (1)]
  • Nearly 50% of consumers expect a response on social media questions or complaints within an hour, with 18% expecting an immediate response [American Express (1)]
  • 33% say getting their issue resolved in a single interaction (no matter the length of time) is the most important aspect of customer service  [American Express (1)]
  • 40% want companies to focus on taking care of their needs quickly; The future of service belongs to those who deliver quick, convenient and personalized customer service in the customer’s channel of choice [American Express (1)]
  • 66% of US online adults said that valuing their time is the most important thing a company can do to provide them with good online customer experience [Forrester (1)]
  • 86% of customers have to contact customer service multiple times for the same reason [InfoLink]

Many companies rely on these stats to benchmark customer service. You might not need all these fancy customer service statistics to know what’s the most important: customer satisfaction.

Satisfaction = Reality – Expectations. If you can beat expectations on a consistent basis you have entered the powerful realm of leveraging customer service to promote your brand. When it comes to customer service as a marketing tool (think “word of mouth”), we’ve carved out a whole separate section for that below.

Key Statistics Covering How Customer Service Is The New Marketing

A visualization showing 61% of customers will switch brands due to poor customer service
  • 95% of consumers cite customer service as important in their choice of and loyalty to a brand  [Microsoft]
  • 90% of Americans use customer service as a deciding factor when choosing to do business with a company [American Express (2)]
  • 78% of customers say the quality of service is fundamental to earning their loyalty and repeat business [Netomi]
  • Seven in 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service [American Express (1)]
  • 61% have switched brands due to poor customer service with nearly half having done so in the past 12 months  [Microsoft]
  • More than half of Americans have scrapped a planned purchase or transaction because of bad service  [American Express (1)]
  • US consumers say they’re willing to spend 17 percent more to do business with companies that deliver excellent service, up from 14 percent in 2014  [American Express (1)]
  • 33% of Americans will consider switching companies after just a single instance of poor service  [American Express (1)]
  • 61% of insurance consumers in the United Kingdom, 76 percent in Germany and 79 percent in Spain say their insurer choice is influenced by the carrier’s claims handling and customer service quality [Accenture] (click the link to get more insights on the benefits of insurance chatbot solutions)

Proactive Customer Support Statistics

This customer service statistic shows the importance of rapid responses and proactivity. 90% of consumers rate immediate answers as one of the most important factors when thinking about quality customer service
  • 90% of customers rate immediate responses as important or higher when they have a question. [Hubspot (1)]
  • 82% of people say good customer service is extremely or very important [Netomi]
  • 71% of consumers under 25 believes quickness in responses from customer service representatives improves their experience [Comm100]
  • 70% have a more favorable view of brands that offer proactive customer service notifications [Microsoft]
  • 87% of customers want to be proactively reached out to by a company for customer service related issues  [inContact (via MyCustomer)]
  • Over a 12 month period, proactive customer service can lead to a 20-30% reduction in call center calls — lowering call center operating costs by as much as 25% [Enkata (via MyCustomer)]
  • 83% of customers expect to interact with someone immediately when they contact a company [Salesforce] (click the link to learn more about our salesforce chatbot integrations)

Customer Service Statistics That Show Agents Need Help

One customer service stat points out 84% of agents need help answering support questions
  • More than 75%of consumers expect customer service representatives to have visibility into previous interactions and purchases, Yet nearly half say agents almost never or only occasionally have the context they need to most effectively and efficiently solve their issue  [Microsoft]
  • 68% say a pleasant representative is a key to their recent positive service experiences [American Express (1)]
  • 40% of customers want agents to focus on taking care of their needs quickly  [American Express (1)]
  • 62% of consumers have been ghosted by company customer service call-back options more than once [Netomi (2)]
  • 53% have publicly shamed a company following an instance of poor customer service [Netomi (2)]
  • 73% of customers have experienced an agent being rude to them [Netomi (2)]
  • 84% of customer service agents can’t answer the questions [InfoLink]
  • 83% of consumers have to repeat the same information to multiple agents [InfoLink]
  • 82% of customers expect to solve complex problems by talking to one person [Salesforce]

Related Reading: Check out the Top 38 Chatbot Statistics you need to know for customer service

Customer Service Is A Real Business Issue (And Opportunity)

Companies that provide excellent customer service see a 93% repeat purchase rate according to one report
  • $62 billion is lost by U.S. businesses each year following bad customer experiences [New Voice Media]
  • 93% of customers make repeat purchases with companies that provide great customer service. [HubSpot (1)]
  • 69% of US online adults shop more with a retailer that offers consistent customer service both online and offline [Forrester (1)]
  • Poor customer service causes consumers to abandon intended purchases, which translated to an estimated $62 billion in lost sales in the US in 2015 — an alarming 51% increase over the previous two years [Forrester (1)]
  • Customers are 4x more likely to switch service providers if the problem they are having is service-based. [Bain and Company]
  • A moderate improvement in CX would impact the revenue of a typical $1 billion company an average of $775 million over three years [Temkin Group]
  • Within the last year alone, reported merchandise returns went up from $351 billion to $369 billion, and an estimated $24 billion was lost to return fraud and abuse. [Appriss]
  • Businesses can grow their revenue by as much as 8% above their competition when they improve the customer service experience. [Bain and Company]

All Of These Customer Support Stats Pave The Way For AI

This customer service statistic from Forrester states that 54% of consumers use email when they want to reach customer support
  • 54% of consumers use a customer support email for customer service, making it the number 1 customer service communication channel. [Forrester (2)]
  • 42% of customers want to communicate with companies via live chat for customer service. [HubSpot (2)]
  • Millennials prefer live chat for customer service over other channels [Comm100]
  • By 2021, 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017 [Gartner (1)]
  • 80% of customer engagements can be handled by bots [Accenture]
  • 73% of consumers ascribe no value to agents engaging in small talk when fixing their issue [Netomi (2)]
  • By 2021, more than 50% of enterprises will spend more on bots than traditional mobile [Gartner (2)]  
  • By 2030, 70% of companies will have adopted some form of AI and the majority of enterprises will be using a full range of AI technology [McKinsey]

We have shown you through these 50 customer service stats that support is more important to your business than ever before.

Are you ready to see how AI in customer service can transform your business? Use AI to answer high-volume, repeatable issues without delay while looping in your human agents to manage the other inquiries. Let’s chat

For more information on customer service, visit:

Resources cited in this post

The Modern Traveler Takes Off: 4 Examples of Travel Companies Taking Steps to Enhance the Travel CX

Written by Amy Wallace  on   Sep 3, 2022

Due to a last-minute cancellation, a traveler from Vancouver, BC was forced to book a flight that cost four times the amount of her original ticket ($960 CAD instead of the original $250 CAD). While she was booked on a replacement flight scheduled to depart days later, this interfered with her larger plans, an “adventure of a lifetime” to Australia. The once giddy and enthusiastic mood quickly darkened.

Such stories are all too common today, as staffing shortages, coupled with soaring demand for travel, have taken their toll on the industry. For travelers, both novice and seasoned, a seamless travel experience is the optimal solution. How can travel companies go above and beyond (pun intended) to enhance the travel customer experience (CX)? Here are 4 of our favorite examples of companies doing just this.

4 Examples of Travel Companies Taking Steps to Enhance the Travel CX

  1. At Orlando International Airport, Clear is testing a pilot program that allows members to arrange for a Clear employee to meet them at the curb and help them navigate the complete airport process. Mitigating the hassle of navigating through airport terminal mazes, Clear Premium takes travelers all the way from TSA checkpoints, luggage tagging and through to the departure gate.
  2. Signaling an end to a long-standing policy of travelers exclusively booking tickets through their own website, for the first time, Southwest announced that it would allow customers to purchase tickets on the travel booking website Kayak. This summer, the airline also announced that it would be getting rid of expiration dates on flight credits issued to passengers, becoming the first major US airline to establish such a policy.
  3. Bypassing the website and app and meeting customers on the channels where they are, South African airline FlySafair launched new features within its WhatsApp business account, allowing passengers to check-in directly within the messaging platform. By simply sending a message to FlySafair’s business account, passengers are presented with a menu with several options, including checking on their booking and flight status. This conversational approach brings to mind elements of conversational ticketing that we explored in a recent article!
  4. Ahead of Labor Day weekend, the Department of Transportation (DOT) launched a new dashboard to help keep travelers informed. The tool offers travelers’ clarity on the services and amenities they should receive from airlines if they experience flight disruptions caused by something within the airline’s control, such as a mechanical or staffing issue. It also shows a clear comparison of amenities the airlines are committed to providing, such as meal vouchers in the event that passengers are stuck waiting for three hours or longer. Urging airlines to reevaluate their customer service commitments to passengers, Transportation Secretary Pete Buttigieg has said that “the level of disruption Americans have experienced this summer is unacceptable.”

Enhance the Travel CX with AI

The smallest of actions, such as the addition of new services, can go a long way to build and maintain customer loyalty and make the travel journey even a modicum amount better. Yet, to keep up with high demand, which will likely endure, and to meet evolving customer expectations, more change is needed. “We did anticipate. Yes, the planning did start. What we underestimated, unfortunately, was the desire to which everyone wanted to travel and everyone wanted to travel at the same time,” a Canadian member of Parliament recently noted. By leveraging AI and automation, travel and hospitality companies can ensure that they are well-prepared for travel seasons to come, and for smooth skies ahead.

Swiftly handle cancellations, changes and upgrades

Due to widespread staffing shortages in the industry, most actions – from trip bookings to processing paperwork and securing refunds – take longer, and raise more work for customer service teams to tackle. While some may think that the travel agent/advisor role has been in decline due to the ease of self-bookings made online, this is not the case. For booking of trips, expert travel advice is increasingly sought-after, as nearly half of US travelers (44%) who rarely or sometimes used travel advisors in the past have said they were now more likely to use one post-pandemic. For travel agents and those keen to help others decipher the world of travel, opportunities await. Fora, launched in 2021, is a tech-powered travel startup that provides resources, training and access to a supplier hub to entrepreneurs interested in a part- or full-time career as a travel advisor.

Hiring more agents to meet soaring demands is not always the answer, when scaling a human-only support team is more difficult and costly than ever. An AI-powered virtual assistant can deal with highly repeatable queries, such as ‘How many frequent flier points will I receive for this flight?,’ ‘What are your COVID policies’, or ‘Is your hotel dog-friendly?’ This enables agents to service customers with more complex tasks and engage in more fulfilling work while freeing up their bandwidth – big time. Both can work alone or in tandem to resolve the issue – for instance, if the AI is not trained on an answer, it smoothly hands off the support ticket to a live agent, or works alongside the agent to augment their capabilities.

Proactive and 24/7 care, in an uncertain landscape

It is an ambiguous time for travel with lots of questions abound (Will my baggage arrive? What happens if I miss my connecting flight)? As evident through the DOT’s website plans mentioned above, the federal government is now taking additional steps to help frustrated passengers – in the first six months of 2022, 24% of US flights have been delayed and 3.2% have been canceled!

Being proactive rather than reactive, AI can go beyond supporting customers in the event of delays and cancellations, such as alerting a customer of a drop in fares to Amsterdam (based on their travel history pulled from backend systems, they have visited the city several times). Perhaps a guest is traveling to Jamaica for her upcoming nuptials, wedding dress in tow. An airline could proactively send her a message telling her that the flight is full, but there is space for the dress in the crew compartment. Alternatively, perhaps the International departures terminal is exceptionally busy, and passengers are notified that it would be best to arrive at the airport earlier than they normally would.

Immediate responses are now widely expected by customers – 90% of customers consider an immediate response to be important for customer service queries. The good news is that AI is available 24/7, supporting customers even when human agents are off the clock. Plus, as conversational AI grows more well-versed to handle a wider variety of use cases (such as flight status and arrival, baggage rules and requirements), and is trained by a larger body of live customer interactions and customer experience histories, it becomes better able to conduct more complex tasks.

Now that summer is coming to an end, who’s ready to take on the fall/winter travel season to enhance the travel CX? With the right AI-powered measures in place, it could be you.

Help customers navigate the travel landscape, for an outstanding customer experience. Schedule a demo to learn more about the perks and possibilities that a multichannel Conversational AI platform has to offer!

This Season, AI is in Vogue: Conversational AI For Great Retail and eCommerce CX

Written by Amy Wallace  on   Sep 1, 2022

Back-to-school, Christmas, or simply refreshing one’s home decor for the changing season. Whatever the occasion, the holiday shopping season is fast-approaching, and for some, already underway. Yet, this season is a bit different from those of the past. For one, consumer habits have evolved – nearly 40% have switched brands or retailers during the pandemic, and more than 80% have new shopping behaviors, such as adopting “buy online and pickup in-store” services. What’s more, staffing shortages continue to pose a major challenge, as do supply chain issues.

There is a relatively simple fix, one that does not require an influx of new hires, seasonal or long-term. The solution? Conversational AI in the retail workforce, for the ultimate customer experience.

AI for retail and eCommerce CX: The classic solution that never goes out of style

Stimulate consumer spending by providing instant answers to their questions

Inflation is chiselling away at consumers’ spending power, leading them to shop strategically, prioritizing items of need (such as household essentials, groceries, pet care and baby items) over items of want (such as consumer electronics, apparel, smart home devices, and books). Amid this time of economic uncertainty, consumers are hesitant to part with their money (‘this 4K TV seems awesome, but do I really need it?’). What is needed is exceptional customer support, delivered accurately and immediately. Research from Gladly has found that 72% of shoppers are willing to spend more with a brand that provides a great customer experience, while 42% percent say they would stop purchasing from a brand altogether after just two bad service experiences (two strikes, they’re out)! It’s clear that first impressions matter, as 88% of shoppers won’t even return to a website after a poor user experience. If customers are made to jump through hoops to make returns or receive answers related to products, such poor experiences may lead to them venturing elsewhere, or not making a purchase at all.

AI-powered virtual assistants play an integral role in retail interactions that span the entire shopping journey.

Available 24/7 to get the job done
Handling the bulk of high-volume repeatable queries, such as those related to order status and account information, and escalating more complex requests to human agents, is an area where digital assistants shine. Their 24/7 nature means that brands can respond to incoming queries within seconds, and a greater volume of them, at that. When doing some late-night research, a customer has specific questions about that shiny new 4K TV, and is looking for information about a store’s inventory levels and return policy? Bring it on!

A proactive stance
Offering greater visibility into end-to-end product availability, and being fully transparent goes a long way in building and maintaining customer loyalty. For instance, will a customer’s shipment be delayed until the following week? In a move to stay one step ahead, a virtual agent proactively reaches out to inform them of the issue and how it is being resolved.

Integrating with other key systems
When integrated with back-end systems such as a CRM, virtual agents can easily access order history, so customers do not have to repeat basic details about themselves or their specific queries. This allows for ultimately personalized interactions, as human agents are then armed with the full context even prior to interacting with the customer.

retail eCommerce CX Zinus case study example

A competitive advantage, when competition is fierce

More than 90% of consumers now see two or three-day delivery as the baseline, and 30% percent expect same-day delivery. In today’s fast-paced world, perhaps customers will soon expect delivery within mere hours, which will eventually become the norm. How can brands keep up, and go above and beyond to deliver exceptional customer service? The key is planning ahead to meet these evolving expectations and likely realities. As McKinsey pointed out, “as changes accelerate in consumer behaviors and attitudes, retailers with “wait and see” approaches will only fall further behind.”

In line with a shift towards more strategic shopping, soaring inflation is driving consumers to discount retailers in search of lower prices. For instance, a decade after shuttering many of its retail locations, Canadian discount retail chain Zellers is planning to make a comeback in 2023, debuting a new eCommerce website and expanding its brick-and-mortar footprint. How can brands, both existing and emerging, rise up to stake their claim in this competitive environment, and offer their customers brand experience, service resolution and loyalty moments that matter?

AI is in the CX trends forecast

Today’s retail consumers are in a tough spot, as external factors such as inflation and rising costs impact how they spend their money. Customer retention is more important than ever, as is responding to and resolving customer issues – everything from account updates, to order status and delivery – at speed. By integrating AI and automation into their workforces, retail and eCommerce brands can prepare for this season and those to come, for customer experiences that are truly timeless.