Customer support is the backbone of any successful business. In 2024, the landscape of customer support is constantly evolving to meet the needs and expectations of consumers, making these stats a goldmine of information for businesses looking to make informed decisions.
By analyzing these statistics, companies can gain valuable insights into customer behavior, preferences, and satisfaction levels.
Let's delve into the reasons why reading customer support stats is crucial for the success of your business.
1. Live Chat
1. 42% of customers prefer live chat for customer support. (Source: Kayako)
2. Live chat has a customer satisfaction rate of 73%, the highest among all support channels. (Source: SuperOffice)
3. Companies that use live chat see a 48% increase in revenue per chat hour. (Source: Forrester)
2. Phone Support
4. 61% of customers still prefer to resolve their issues over the phone. (Source: Microsoft)
5. 75% of customers believe it takes too long to reach a live agent on the phone. (Source: Harris Interactive)
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6. 70% of customers say that a pleasant phone support experience can change their perception of a company. (Source: Genesys)
3. Email Support
7. 54% of customers prefer email support for complex issues. (Source: HubSpot)
8. The average response time for email support is 12 hours, but customers expect a response within 1 hour. (Source: SuperOffice)
9. Personalized email responses can increase customer satisfaction by 20%. (Source: Experian)
4. Customer Experience
10. 86% of customers are willing to pay more for a better customer experience. (Source: PwC)
11. 67% of customers mention bad experiences as a reason for churn. (Source: Kolsky)
12. Companies with a strong omnichannel customer engagement strategy retain 89% of their customers. (Source: Aberdeen Group)
FINAL THOUGHT:
These stats highlight the importance of providing exceptional customer support in 2024. By leveraging the right channels and focusing on improving the overall customer experience, businesses can create loyal customers and drive growth. Stay ahead of the curve and prioritize customer support to stand out in a competitive market!