According to statistics, 42% consumers will pay more for a friendly, warm customer service experience. In addition to price and quality, today's customers also rely on customer service to choose to buy from a brand.
This shows that customers not only want a good product, they also need to understand their needs, listen and respond beyond the initial value. Therefore, providing unprofessional customer service can cause businesses to lose 80% of their customers.
Here's a roundup of in-depth customer service statistics to help businesses deliver the best customer experience:
Customer Service Status
- 8 out of 10 people regularly have negative experiences with customer service. Customers want improvements in pricing and fees, product capabilities, and ease of use. (Qualtric)
- The pandemic has prompted businesses to move customer service to the cloud to better meet customer demands. 75% businesses also said they plan to move to cloud contact centers by 2024. (Deloitte)
Building business loyalty
- Eight out of 10 consumers expect brands to do more than provide good customer service, such as donating money to good causes and addressing social challenges. (Edelman)
- 76% consumers “always” or “often” read online reviews of businesses. (BrightLocal)
- 60% Number of consumers who posted new customer reviews when the brand was of interest to them for a long time. (BrightLocal)
- Consumers are 5.1 times more likely to recommend a brand after experiencing great customer service. They are also 3.5 times more likely to purchase from a business after positive customer experiences. (Qualtric)
- Putting customer reviews on your website can increase conversion rates by up to 270% (Spiegel Study)
- Customer centricity is a growing trend among leading companies with great customer service, 77% frontline reps said their companies consider them customer advocates. (Salesforce)
“Reap the rewards” of good customer service
- 91% customers say they are more likely to purchase again after experiencing great customer service. (Salesforce)
- Nearly two-thirds of consumers say they are more likely to forgive the mistakes of a long-time favorite brand than one they have done business with for a year or less. (Deloitte)
- 94% consumers who rate a company's customer service experience as excellent are likely to purchase more products or services from that company in the future. (Qualtric)
- Increasing customer retention (reducing customer churn) by 5% will increase profits by 25-95%. (Harvard Business School)
The Needs of Millennials & Gen Z
- 14% Millennials say they will use social media or a brand's website to share reviews and provide feedback. (Retail Drive)
- Among Millennials, 35% said they prefer email, making it the most used customer service channel for support interactions. (Hiver)
- 14% Gen Z values empathy from customer support representatives, more than Millennials (11%) and Baby Boomers (6%). (Hiver)
- 63% Gen Z says mobile experience is the top driver of customer satisfaction. (PwC)
- 77% Gen Z expects companies to come up with new ways to get existing products, such as digital versions of traditional in-person experiences. (Salesforce
So it can be seen that customer service is of great value in enhancing customer experience and boosting business performance. The truth is that improving service will increase revenue, even boosting efficiency many times over.
