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In any industry, data points and statistics are crucial for decision-making. The same goes for the customer service industry too. Customer service statistics can essentially help you understand where the industry is heading, right from the evolution of customer expectations to the advancements in technology.
With the whole world going topsy turvy in the past year, being aware of the changes that the contact center space underwent in 2020 can help you build a winning customer service strategy in 2021 and beyond.
We’ve gathered 65 customer service statistics from credible sources including Forrester and Gartner, in addition to the insights drawn from independent research conducted by Freshworks to help you design a data-backed customer service strategy. Let’s dive in and unfold emerging trends.
Over 74% of customer service leaders globally have seen an increase in support volumes across digital channels
Digital customer service interactions will increase by 40% by 2021
In certain instances, the overall call volume to contact centers jumped over 600% from normal levels, while agent call capacity dropped by 20%
Over 63% of customer service leaders globally have seen an increase in customer expectations.
50% of consumers report that Covid-19 has somewhat or greatly increased their prioritization of customer service as a factor when deciding to do business with a brand
72% of customers expect representatives to know their issue and order history
Over 40% of US customer service leaders have seen a fall in service quality,
first response times and agent productivity
Over 50% of customer service leaders around the world feel that the mental health of their agents has suffered on the back of the crisis
73% of contact center leaders reported agent turnover to be one the most significant problems to their contact center
45% of customer service leaders in the US reported reduced staffing since February 2020
29% of customer service leaders in the US expect staffing levels to recover to pre-crisis levels only by June 2021
Customer service teams were operating with a 33% reduction in staff
Over 75% of customer service leaders in the US increase their budgets and investments in hardware, analytics, and collaboration tools
53% of customer service leaders in the US have seen increased budgets when compared to 2019
1 in 4 CX-focused companies is spending over half of their yearly budget on CX-related initiatives
65% of service leaders predict remote or hybrid work models in the future
90% of consumers prefer home delivery over a store visit, 80% are likely to use digital communications with store associates, and only 28% plan to increase in-store shopping between August 2020 and February 2021
Digital Commerce 360
35% of contact centre leaders now think that their contact centres will become mainly homeworking
66% of companies not using cloud today are planning to accelerate their move to the cloud as a result of the pandemic
The pandemic caused a 24x increase in migration to cloud technologies, 27x increase in deployment of new service technologies, and 43x increase in deployment of collaboration technologies
Cloud tech services are expected to be utilized by 90% of global organizations by 2022
88% of customers expect companies to offer an online self-service portal
Customers’ use of web and app self-service tools in the banking industry has increased by 20%. In fact, since the crisis began, 22% of US consumers have used their bank’s online self-service tools for the first time, and 80% of them have had a positive experience
77% say that offering poor self-service support is worse than not offering any at all since it wastes time
In the US, 78% of leaders are investing more in self-service, allowing customers to help themselves with self-help portals and AI-powered chatbots
Over 80% consider bots and AI robotic automation to be an important function of the contact center
47% of investments in AI remained unchanged since the start of the pandemic, and 30% of organizations even planned to invest more money in AI
Companies report that by implementing AI-driven knowledge base tools, they have improved first-contact resolution by five to seven percentage points, reduced handling time by 20% to 30%, and reduced new-hire training time by 25% to 40%
Dimension Data says that 88% of organizations predict that automated interactions will increase in the next two years and that 65% of organizations predict that interaction volumes across all channels will grow in the next two years
81% of customer service leaders are investing 36% more in live chat & messaging
Live chat is used by 67% of B2C businesses solely for customer support
Over 85% of businesses will offer live chat support by 2022
94% consider it important to have all their communications and collaboration functions well integrated into a single complete offer from their contact center supplier
Over 90% agree the most important capabilities for a contact center solution are intelligent routing, look/feel of UI, and integrated omni-channel
92% of businesses who own a contact center system agree seamless integration and access to cloud services is highly important
70.5% businesses move to Freshdesk to gain better visibility with the ability to assign, prioritize and track tickets
50% businesses wanted to scale their support operations with ease
47% businesses wanted to use a helpdesk to analyze data and get granular insights
70.5% of businesses move to Freshdesk to gain better visibility with the ability to assign, prioritize and track tickets
64% of businesses noticed an improvement in key customer service metrics such as first contact resolution, customer satisfaction, NPS, etc.
Reduce ticket volume by 27% with self-service and AI-powered chatbots
51% of businesses have seen an improvement in agent productivity
Save $2.9 million by shifting from phone to digital service channels like chat and messaging
Improve average handle time by 25% with Freshdesk’s intuitive, powerful agent desktop
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