contact center strategy 2018

Contact Center and Customer Service Statistics to Inspire Your Strategy

Trying to keep up with your customer’s changing expectations is like trying to guess what’s in Mary Poppins ever-expanding bag. You don’t always know what’s coming next. Luckily, our past serves as a foundation for the future as we head into 2019. Looking at industry data, we’re sharing 19 contact center statistics so you can see what matters to your customers.

The tech-savvy Millennial generation kicked off the race to the next-best-channel by redefining the way we communicate on a daily basis. Now, reaching out to customer service for help on social media, text message, email, or live chat is the norm.

And while millennials are the dominating consumer group, they’re not alone in pushing the bounds of customer service. Baby Boomers are picking up smartphones and exploring new channels and the ease that comes with on-demand help from companies.

The rapid evolution of the modern customer means one thing. You can’t afford to sit frozen in time while your competitors race towards a digital future.

Ready to rev up your customer service this year? These 19 contact center statistics will point you to the right places to invest and how to strategize this year.

  1. A whopping 90 percent of customers say seeing a “live chat” button on a company’s website gives them confidence they’ll get help when they need it. [Source]
  2. Turns out, one of the five root causes of lost customer relationships is the inability to easily switch between communication channels. [Source]
  3. According to American Express’s 2017 Customer Barometer survey, 68 percent of customers said that a pleasant representative was key to their recent positive service experiences. [Source]
  4. And, 62 percent said that an agent’s knowledge and/or resourcefulness was key to their positive service experience.
  5. U.S. consumers report that being passed between agents is the most frustrating aspect of a customer service experience. [Source]
  6. Nearly 61 percent of contact centers plan to move their technology to the cloud. [Source]
  7. Nine out of 10 customers expect a brand or organization to offer a self-service support portal or frequently asked questions page where they can search for answers themselves. [Source]
  8. Fifty-two percent of customers are more likely to make repeat purchases with a company who offers chat support. [Source]

9. Gartner expects that by 2020 85 percent of interactions will take place without involving a human. And, they predict that people will have more conversations with a bot than a spouse. [Source] [Source]

10. Using customer journey intelligence to improve customer satisfaction has the potential to not only increase CSAT by 20 percent, but to also lift revenue by up to 15 percent and lower the cost of serving customers by as much as 20 percent. [Source]

11. A majority of consumers want the companies they purchase from to be innovative. In fact, 57 percent of consumers say it’s absolutely critical. [Source]

12. Seventy percent of consumers say that their loyalty to a brand is influenced by their ability to get customer service at any time, on any day. [Source]

13. Customers expect contact center agents to know their service history. A whopping 86 percent of consumers say it’s incredibly important piece of their interactions. When agents know their history, customers don’t have to spend time explaining past interactions to new agents. [Source]

14. Sixty-five percent of consumers are likely to switch brands if they don’t receive a consistent experience whenever they reach out. [Source]

15. When reaching out to customer service, 83 percent of business buyers say it’s absolutely critical (or very important) to be immediately routed to the agent who is most knowledgeable about their company’s issue. [Source]

16. More than 50 percent of customers would rather text customer service for help than call. [Source]

17. Jarringly, 51 percent of customers will never do business with a company again after just one poor service experience. [Source]

18. According to Forrester, email has overthrown voice as the most popular channel for customer outreach. In fact, they say 54 percent of people last year opted to press send to start a customer service interaction. [Source]

19. Internet Retailer reported that companies with the strongest omni-channel customer service strategies have a customer retention rate of 89 percent. What’s more, companies with weak omni-channel strategies are sitting at just  33 percent. [Source] [Source]

Use these contact center statistics to power your decision making and meet your customers where they are this year.

Hungry for more statistics to fuel your strategy? Pop over to another one of our blog posts to see the missed opportunity when you don’t invest in contact center training and coaching!