[Infographic] 16 Customer Service Stats to Know in 2020

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.

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! 

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