You’ve spent months designing what you believe is the perfect product. You launch it, eager to see engagement and success. But then? Customers drop off, and your team scrambles to keep the business afloat. It’s frustrating, demotivating, and can make all your effort feel wasted.
Most businesses face the same challenges. And, one key way businesses are trying to set themselves apart is outstanding customer service.
In this article, we share key customer service statistics that reveal what customers expect and how companies are performing to improve your own strategy.
28 key customer service statistics for this year
- 88% say good customer service makes them more likely to purchase again. (Salesforce)
- 78% expect to interact with someone immediately when they contact a company. (Salesforce)
- 76% expect companies to adapt to changing customer needs and preferences. (Salesforce)
- 61% of customers would rather use self-service for simple issues. (Salesforce)
- 75% of organizations offer self-service options. (Salesforce)
- 73% of organizations offer chatbots. (Salesforce)
- Self-service resolves an estimated 54% of customer issues on average at organizations that use it. (Salesforce)
- 79% of service organizations use messenger apps, up from 70% in 2020. (Salesforce)
- 59% of service organizations worldwide use Meta’s Facebook Messenger. (Salesforce)
- 84% of decision makers say they are reevaluating their channel resourcing this year. (Salesforce)
- 69% of agents say balancing customer service speed and quality is difficult, down from 76% in 2022. (Salesforce)
- 85% of decision makers say service is expected to contribute a larger share of revenue this year. (Salesforce)
- 65% say customers’ issues are often too unique. (Salesforce)
- 62% say materials are not always up to date. (Salesforce)
- 59% say instructions are often too complicated to follow. (Salesforce)
- 67% of consumers are eager to offload tasks, such as handling customer service issues, to a personal AI assistant. (Zendesk)
- 90% of customer service teams report positive ROI on AI tools for agents. (Zendesk)
- 64% of consumers say friendly, engaging, and human-like AI traits make them more trusting of AI. (Zendesk)
- 61% of consumers expect more personalized service with AI. (Zendesk)
- 50% of customers have successfully resolved a customer service issue using AI or ChatGPT without human assistance, up from 32% in 2024, a 51% increase. (Hyken)
- 42% of customers believe AI and ChatGPT-type technologies can handle complex customer service inquiries as effectively as humans, up from 28% in 2024, a 50% increase. (Hyken)
- 52% of customers said it is important or very important for a brand to have a social cause that matters to them, up from 40% in 2024, a 30% increase. (Hyken)
- 65% say a convenient customer service experience, hassle-free and without friction, is more important than a friendly customer service experience. (Hyken)
- 52% of customers admit they stopped doing business with a company that put them on hold for too long. (Hyken)
- 59% find that using a company’s mobile app has enhanced their customer experience. (Hyken)
- 83% would consider returning to a company if it actively sought to make amends for a bad customer experience. (Hyken)
- 65% of customers are willing to pay more if they knew they would receive great customer service. (Hyken)
- 52% said customer service was worse this year than last year. (Hyken)
Final thoughts
The statistics mentioned above clearly show two patterns: more customers are willing to engage with AI, and decision makers are increasingly focused on personalizationÂ
Apart from adopting new technology, businesses should also focus on refining their internal processes, like keeping information up to date, and training teams to handle unique customer needs.
Companies that act on these insights can strengthen trust, improve efficiency, and build long-term relationships with their customers.
‍
.png)