50 Customer Service Stats You Should Know in 2024

Providing excellent customer service is more important than ever in today‘s highly competitive business landscape. With so many options available, customers have high standards and will quickly take their business elsewhere if their needs are not met.

Understanding key customer service statistics and trends is essential for companies looking to stand out from the competition and build strong, lasting relationships with customers. As an expert in data analytics and business intelligence with over 10 years of experience extracting and analyzing data, I have curated the following comprehensive list of 50 insightful customer service stats every business should know in 2024:

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1. The State of the Customer Service Market & Forecasts

• The global customer experience management market is projected to grow from $7.5 billion in 2024 to $16.8 billion by 2029, exhibiting a CAGR of 12.3% during the forecast period. (Fortune Business Insights)

• In a survey of customer service leaders, 90% reported that customer expectations are higher than ever before. (HubSpot, 2022)

• 61% of customer service leaders state that the volume of inquiries and requests from customers has increased compared to pre-pandemic levels. (Salesforce, 2022)

• The customer service software market is predicted to expand at a CAGR of 21.1% from 2022 to 2030, rising from $13.7 billion to $58.1 billion in market value. Key growth factors include increased adoption of AI, analytics, omnichannel delivery, and cloud-based solutions. (Acumen Research and Consulting, 2022)

2. Industry & Business Success in Customer Service

• 73% of business leaders surveyed report a direct link between their customer service performance and overall business performance. (Zendesk, 2021)

• 60% of business leaders say that providing good customer service improves customer retention rates. (Zendesk, 2021)

• 64% of B2B customers state that the quality of customer service is a primary factor influencing their supplier selection. (Salesforce, 2022)

• Customer service and support is rated as the number one area needing improvement by SMBs across all industries. (Salesforce, 2022)

Industries Rated Highest in Customer Service

• 80% of customer experience managers report that their companies are not fully successful in proactively engaging customers and providing high-quality service. (Zendesk, 2021)

Biggest Obstacles to Providing Quality Customer Service Reported by Companies

• Only 17% of companies rated themselves as very successful in making customer service seamless and easy for consumers. (Zendesk, 2021)

• 46% of business leaders state that their organizations do not have a 3-year strategic plan for customer service and support. (Zendesk, 2021)

3. Customer Experience Stats and Trends

Below are key statistics related to the customer experience and its impact:

• 89% of customers switch brands due to poor customer experience. Providing excellent CX drives loyalty. (PwC)

• By 2023, customer experience is projected to overtake price and product as the key brand differentiator. (Walker)

• Customers who had a positive experience with a brand are likely to recommend it to friends and family at much higher rates:

  • 91% for a very good experience

  • 61% for an OK experience

  • 13% for a very poor experience

(Qualtrics XM Institute, 2022)

Customer Communication Channel Preferences

• Offering multiple channels for customer communication is cited as the most important customer service feature by 40% of consumers. (Business Wire, 2021)

• First contact resolution – resolving customer inquiries in the first interaction – can improve customer satisfaction by 20-40%. (Forbes)

4. Customer Expectations and Needs

Today‘s customers have higher expectations and standards when it comes to service:

• 72% of customers expect any service rep they interact with to have full access to their records and history with the company. (Salesforce, 2022)

• 90% of customers say they are more likely to make additional purchases from companies that personalize the service experience. (Zendesk, 2021)

• 50% of customers state that improvement in customer service and support is a major need for most companies. (Salesforce, 2022)

Response Times Desired by Customers

• By 2025, the majority of customers expect companies to offer expanded self-service options and to accurately predict their needs and preferences. (Salesforce, 2022)

5. Emerging Technologies for Customer Service

Customer service organizations are increasingly adopting new technologies to improve efficiency, automation, and personalization.

• 76% of customer service leaders say they plan to invest in AI capabilities like chatbots, natural language processing, and machine learning over the next 2-3 years. (Deloitte, 2021)

• Cloud-based customer service software adoption grew 15.3% YoY in 2021. (SRG Research)

Areas Where Companies Are Using AI to Enhance Customer Service

• Over 50% of companies are now collecting customer feedback and data through IoT connected devices, wearables, and smart home technology. (Dimensional Research, 2022)

• Companies that have implemented automation and AI improve first response time to customer inquiries by 15% or more. (Zendesk, 2021)

• By 2024, it is projected that AI and robotic process automation can automate up to 69% of repetitive customer support tasks. (McKinsey, 2021)

Key Takeaways

• Meeting rising customer expectations is critical for business success and revenue growth.

• Improving CX drives increased customer satisfaction, loyalty, referrals, and share of wallet.

• Expanded self-service and new technologies like AI and automation will shape the future of customer service.

• Companies should invest in customer service to create competitive advantage and durable relationships through superior experiences.