The Customer Support Stats You Need to Know When Creating a Strategy

Great customer support can create a customer for life. Here are the stats to keep in mind when creating a customer support strategy.
Table of Contents

A great customer support experience can be the difference between a one-time customer and a customer for life. How can your team maximize the chances of a return customer? Here are the stats to keep in mind as you craft something that can work for you.

customer-support-statistics.jpg

1. I want it that way

Shockingly, only 10% of companies surveyed by PwC in 2018 said creating better customer experiences was a digital priority — down from 25% from 2016! Meanwhile, 70% of buying experiences are based on customers’ perceptions of how they’re treated by companies. That's a major mismatch.

shiba-store-owner.gif

2. Thank u, next

That mismatch has real, long-term consequences. Customers have indicated that they are 4x more likely to buy from a competitor if they encounter customer service-related issues (rather than product-related issues). No surprise here, as we've long argued that customer support is a revenue generator!

Check out the Front + Guru Combatting Burnout for Support Teams Checklist

Get the checklist

3. Paranoid android

Do you, for one, welcome your new chatbot overlords? You might to rethink that. It turns out that 82% of consumers want more human interaction from brands. That’s probably why 88% of high-performing customer service orgs have made a significant investment in agent training.

diddy-shoe-phone.gif

4. On hold

Of course, that goes hand-in-hand with staffing up accordingly. If you’re using live chat, the average time to first response is 45 seconds. And a great customer experience doesn't end there; make sure your agents can get the answers they need quickly, because callers indicate they’re only willing to sit on hold for 11 minutes before hanging up.

A great customer support experience can be the difference between a one-time customer and a customer for life. How can your team maximize the chances of a return customer? Here are the stats to keep in mind as you craft something that can work for you.

customer-support-statistics.jpg

1. I want it that way

Shockingly, only 10% of companies surveyed by PwC in 2018 said creating better customer experiences was a digital priority — down from 25% from 2016! Meanwhile, 70% of buying experiences are based on customers’ perceptions of how they’re treated by companies. That's a major mismatch.

shiba-store-owner.gif

2. Thank u, next

That mismatch has real, long-term consequences. Customers have indicated that they are 4x more likely to buy from a competitor if they encounter customer service-related issues (rather than product-related issues). No surprise here, as we've long argued that customer support is a revenue generator!

Check out the Front + Guru Combatting Burnout for Support Teams Checklist

Get the checklist

3. Paranoid android

Do you, for one, welcome your new chatbot overlords? You might to rethink that. It turns out that 82% of consumers want more human interaction from brands. That’s probably why 88% of high-performing customer service orgs have made a significant investment in agent training.

diddy-shoe-phone.gif

4. On hold

Of course, that goes hand-in-hand with staffing up accordingly. If you’re using live chat, the average time to first response is 45 seconds. And a great customer experience doesn't end there; make sure your agents can get the answers they need quickly, because callers indicate they’re only willing to sit on hold for 11 minutes before hanging up.

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