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

Last verified May 21, 2021

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.


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.


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

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.


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.