25 Best Customer Service Stats from 2022 & Why They Matter in 2023

customer service stats

Why is it important to look back at the best customer service stats from 2022? As online businesses continue to grow and expand, providing excellent customer service becomes more critical than ever before. 

In 2022, customer service was a make-or-break factor for many customers. In fact, research showed that over 50% are willing to pay more for better service. 

As we enter 2023, online businesses are facing new challenges and opportunities. By staying up-to-date with the latest customer support stats, businesses can stay ahead of the curve and deliver exceptional support that meets the evolving needs of their customers.

Whether you’re just starting or looking to level up your customer service game, this is for you. While there is no doubt a huge collection of customer service stats collected over the past year, we’ve shortlisted the most impactful ones.

Let’s dive into these customer support stats and see what they have to say about customer service in 2022.

Customer service stats related to revenue

In 2022, there really was a correlation between customer service and revenue. Satisfied customers spent more. Those who weren’t satisfied didn’t push through, bringing revenue down. 

  • 89% of customers are more likely to purchase again after a positive customer service experience (Salesforce
  • 86% of customers are willing to spend more for good customer service (SuperOffice)
  • 78% of consumers bailed and didn’t push through with a purchase because of a poor customer service experience (Glance).

What does this mean? Businesses gunning for higher revenue should look into how they can improve their customer service. 

Better customer service = higher revenue. 

Brand loyalty + customer service stats

Brand loyalty can make or break a company’s success. And when it comes to retaining customers, providing top-notch customer service can go a long way. 

In fact, studies show that poor customer service is a leading cause of customer churn. Here are some eye-opening statistics on brand loyalty and customer service.

  • 71% of consumers said that poor customer service was the reason they ended a relationship with a company (Truelist)
  • 71% of consumers prefer brands that are able to provide personalized interactions (McKinsey)
  • 61% of customers have written a bad review about a brand after a negative customer service experience (ArenaCX)

Let’s tie in these stats to the first set. While customer service does impact the increase or loss of revenue, it also apparently affects how long a customer stays a customer. This is a reminder for businesses to ensure that the quality of customer service is top-notch from pre-sale to post-purchase.

Statistics on the quality of customer service

The quality of customer service is also a crucial factor in customer satisfaction and retention. In today’s competitive business landscape, companies must prioritize providing fast and competent customer service to stay ahead. Check out these key statistics on the quality of customer service in 2022.

  • For 90% of consumers, an “immediate” response is considered to be very important when they have a customer service question (HubSpot)
  • 75% of customers who use the phone for their support inquiries report that it takes much longer than they expected. (Gartner)
  • 85% of consumers say that short wait times should be prioritized. Sadly, only 51% actually experience these. (Zoom)
  • 9 out of 10 consumers want a seamless omnichannel experience. (CX Today)
  • Consumers get frustrated when they receive bad information. In fact, 54% said that inaccurate resolutions contribute to a negative customer support experience. (Zoom)
  • Accurate resolutions and knowledgeable customer service agents should be the standard. (Zoom)

If you’ll notice, most of these stats center around fast response times, helpful solutions, and seamless experience across channels. By focusing on these areas, businesses can build trust with their customers and cultivate a loyal customer base.

If you’re going to do customer service, it’s important to do it right or you might end up doing more harm than good.

Here’s where hiring highly-skilled support agents comes in. Agents who are experienced in your industry will definitely be able to provide a different level of support. It’s true that recruitment, training, and onboarding of team members take time. You can always outsource your entire customer service team instead. That way, you’ll have more time and resources to focus on your business itself. 

Key numbers about customer service and AI

Artificial intelligence (AI) has the potential to transform customer service, providing businesses with new ways to improve customer interactions and experiences. From chatbots to predictive analytics, AI can help companies streamline their customer service operations and meet customer expectations. 

  • It is estimated that by 2025, 95% of interactions between brands and customers will be through AI. (AI Business)
  • 40% of consumers don’t have a preference between humans or AI when it comes to customer service—as long as their issue is resolved. (HubSpot)
  • If they had to wait for 15 minutes to get a response, more than 60% of customers would rather communicate with a chatbot than wait for a human agent. (Tidio)
  • 50% of companies surveyed are willing to integrate AI into customer interactions and 70% of CEOs are interested in AI-enhanced CX. (IBM)
  • By implementing AI-driven knowledge base tools, companies have reduced handling time by 20% to 30% and reduced new-hire training time by 25% to 40%. (Boston Consulting Group)

As AI continues to advance, businesses that embrace these technologies can gain a competitive advantage and provide exceptional customer service in an ever-evolving landscape.

Self-service customer support stats

In today’s digital age, customers expect to have quick and easy access to information and support. Self-service options, such as knowledge bases and chatbots, can help businesses meet these expectations and improve customer satisfaction. 

  • Customers actually prefer knowledge bases over other self-service channels (HubSpot).
  • While 69% of consumers do try to solve their issues on their own, less than one-third of companies offer self-service solutions. (Zendesk)
  • 88% of customers expect companies to offer an online self-service portal (Statista), but only 13% of customers are fully able to solve their issues using self-service as the only channel (Gartner).

What do these numbers mean? Businesses have to step up and improve their knowledge bases so customers can easily access resolutions.

By offering comprehensive self-service options and empowering customers to find solutions on their own, businesses can reduce support costs, increase customer satisfaction, and free up time to focus on more complex customer inquiries.

Customer service channels that drive results: the numbers speak

Choosing the right customer service channel can make all the difference for your business. By knowing which channels are most effective, you can improve customer satisfaction and increase revenue. Here are some of the most impactful customer service channel statistics from 2022.

  • 75% of customers want a consistent experience when communicating with a business—regardless if it’s through social media, in person, by phone, or any other channel. (Salesforce)
  • 65% of consumers aged 18-34 share that social media is effective for customer service. On the other hand, 75% of people who are 55 years or older disagree. (Microsoft)
  • 64% of consumers in the US used email to contact brands. (Statista)
  • 41% of consumers prefer live chat over any other channel (Kayako)
  • 40% of consumers share that they have used three or even more channels to contact customer service agents. (Airkit)

From live chat to social media, the data shows that the customer service channel you choose can have a big impact on your bottom line. As you plan your customer service strategy for 2023, keep these statistics in mind and consider which channels will be most effective for your business. 

Additionally, if you choose to implement customer service in more than one channel, you have to ensure that communication is seamless. Omni-channel customer service is not a joke—a customer who contacts you on social media can follow up via email. If they end up repeating everything they mentioned the first time, they will feel frustrated. 

Hot tip: You don’t need to be present on every channel. Remember, with customer service, it’s always quality over quantity. If you’re going to be on every channel but the side effect will be a chaotic experience for customers, you’d be better off focusing on only one channel and delivering amazing customer service. 

Numbers don’t lie. What will be your customer service stats this 2023?

As the customer service statistics for 2022 show, quality customer service is more important than ever for online businesses. 

By providing exceptional support, businesses can increase customer loyalty, drive revenue, and differentiate themselves from the competition. 

Are you ready for some great numbers this year? At LTVplus, we can help you level up your customer service and achieve your goals. Contact us today and let’s chat!

Need a dedicated customer experience team ready to support your brand?

Book a consultation with us and we’ll get you set up.

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