Your customer support processes should be defined by data, not intuition. We have collected 25 customer support statistics that can help inform your customer support strategy and improve customer satisfaction and retention.
Whether you’re a customer support agent, a client success manager, or a customer operations leader, a deeper understanding of industry trends and consumer behavior can give you a needed edge in a competitive business environment.
Customer expectation statistics
- 90% of customers rate an “immediate” response as essential or very important when they have a question (HubSpot Research)
- More than 70% of consumers believe that companies should collaborate on their behalf so they don’t have to repeat information to different representatives (Zendesk)
- Nearly 70% of customers are irritated when their call is transferred from one department to another (Zendesk)
- 84% of customers report that their expectations had not been exceeded in their last interaction with customer service (Harvard Business Review)
- Feeling unappreciated is the top reason customers switch products and services
(New Voice Media)
Customer experience statistics
- 73% of customers say that a good experience is key in influencing their brand loyalties (pwc)
- 32% of customers will walk away from a brand they love after a single bad experience (pwc)
- 86% of buyers are willing to pay more for a great customer experience (Forbes)
- 73% of companies with above-average customer experience perform better financially than their competitors (Forbes)
- Companies with initiatives to improve their customer experience see employee engagement increase by 20% (McKinsey&Company)
Customer retention statistics
- 89% of companies say that excellent customer service plays a huge role in customer retention (Semrush)
- 14% of customers leave because the business doesn’t know how to handle their complaints (Semrush)
- 60% of consumers switched to a rival company because of poor customer service
(Microsoft Dynamics 365) - 70% of consumers say that friendly customer support, convenience, and speed are the three most important factors that contribute to their loyalty toward a business (pwc)
- Great customer service experiences increase the chances of repurchases and renewals by 82% (Gartner)
Customer support channel statistics
- 40% of consumers cited “multiple options for communicating” as the most important feature of a company’s customer service department (Business Wire)
- 76% of all consumers prefer to reach customer support representatives by phone
(CFI Group) - Millennials prefer live chat for customer service over every other communication channel (Comm100)
- 35% of companies plan to invest more in adding service across channels (Zendesk)
- 65% of leaders report a decrease in the call volume when self-service options are improved (McKinsey&Company)
Customer support technology statistics
- 52% of customer service teams use online chat or live support, compared to 81% of customers who use online chat or live support for communicating with a company (Salesforce)
- 57% of consumers have a more favorable view of brands that offer customer support on social media (Microsoft)
- 69% of customers say they’re willing to interact with a bot to resolve simple issues (Zendesk)
- 72% of customers who have interacted with customer service bots note a considerable quality improvement (Zendesk)
- 72% of business leaders say expanding AI across the customer experience is a priority in the coming year (Zendesk)
FreeAgent CRM can help you implement, improve, and execute your customer support strategy
FreeAgent CRM is designed for today’s world of work and our robust toolset is ideally suited to supporting the varied work processes of modern businesses. FreeAgent is:
- Easy to use: FreeAgent works like you expect modern apps to work, providing a user experience that feels fresh and familiar. Teams love working in FreeAgent, leading to high adoption and greater ROI.
- User-configurable: FreeAgent can be configured by you to work the way you do. This means you don’t need outside support to add a form field, adjust a CRM automated workflow, or try out a new process.
- Customizable: With FreeAgent, apps, forms, and configurations are all completely customizable, allowing you to capture and connect your data in any way you like.
To see FreeAgent in action, get a demo, and discover for yourself how FreeAgent can help you have workdays full of impact.
