50 Essential customer service statistics to know for 2024

Business owners, it’s more important than ever to keep your finger on the pulse of customer service trends and keep current Q1 insights in mind. As we navigate the dynamic business landscape of 2024, several customer service trends stand out. Personalization takes center stage and current customers crave tailored experiences, so realizing that AI-powered solutions will only help predict needs and offer proactive support is a must. Despite automation's rise, skilled (human) agents at the ready to handle complex issues and empathetic situations will be crucial for a full-circle approach. Successful support that looks across all channels, from social media to voice assistants, is expected, along with demanding integrated platforms and agile teams. 

Businesses will be more data-driven than ever, and leveraging customer insights to predict behaviors, identify pain points, and personalize engagement strategies will be a daily practice. Businesses will be more proactive, anticipating customer needs and offering solutions before issues arise, especially if building loyalty and boosting satisfaction is a priority. We see a trend in investing in agent training, well-being, and empowerment to retain top talent and deliver exceptional service. 

Wondering how your customer service stacks up in today's competitive landscape? In this guide, we bring you exciting trends that could transform your approach and potentially delight your customers.

Here are some high-level customer service essentials gaining traction in 2024:

• The rise of AI: 58% of customer service managers see AI as the game-changer, automating tasks and offering personalized experiences. Is your team leveraging its potential?

• Self-service reigns supreme: 76% of clients expect a 24-hour response on social media, demanding convenient self-service options. Are you meeting their expectations?

• Omnichannel is king: Customers jump between channels like WhatsApp and Facebook Messenger, expecting seamless support. Is your omnichannel strategy up to par?

• Proactive support takes center stage: 87% of customers appreciate proactive solutions, boosting satisfaction and loyalty. Are you proactively addressing their needs?

Why is staying updated with the latest customer service trends important?

By staying ahead of these trends, businesses can ensure their customer service operations remain competitive and customer-centric. A proactive customer service approach isn't just a nice-to-have. It's a necessity for survival. Here's why:

1. Customer expectations are constantly evolving: Gone are the days of one-size-fits-all service. Today's customers demand personalized, convenient, and efficient interactions across various channels. Businesses clinging to outdated methods risk falling behind, frustrating customers who seek faster, more intuitive support. Embracing trends like AI-powered chatbots and omnichannel integration allows businesses to meet customer expectations, fostering loyalty and positive word-of-mouth.

2. Proactive service breeds customer champions: Anticipating customer needs before they arise is a powerful differentiator. By leveraging trend-driven insights, businesses can proactively identify potential pain points and offer solutions. This reduces reactive support needs and builds customers’ trust and loyalty, turning satisfied customers into brand advocates. Imagine the impact of a business proactively contacting a customer about a potential delivery delay, offering alternative options, and ensuring their satisfaction. Such proactive measures turn customers into enthusiastic brand ambassadors, spreading positive experiences far beyond their immediate interaction.

Ignoring these trends can leave businesses vulnerable to negative reviews, churn, and, ultimately, lost revenue. Remember, in the age of empowered consumers, exceeding expectations is the key to unlocking success, and staying ahead of trends is the first step in achieving that goal.

What does great customer service look like?

In 2024, great customer service transcends face-to-face interactions and enters the digital realm, seamlessly blending the warmth of human connection with the efficiency of modern technology. Imagine a customer seeks help through a chatbot, not met with robotic responses but with an AI trained to understand intent and offer personalized solutions. Frustration melts away as the AI effortlessly guides them through self-service options, but a human representative is readily available for complex issues at the click of a button.

Zooming in on a second scenario: proactive notifications inform customers of potential shipping delays before they become aware, offering alternative solutions instead of reactive apologies. Social media platforms aren't battlegrounds for complaints but vibrant communities where brand advocates chime in to answer questions and share positive experiences. Personalized recommendations based on past interactions create a sense of being indeed known and valued, nurturing loyalty beyond transactions.

In 2024, a customer that receives "great customer service" would likely factor in these touchpoints:

1. Personalized and Efficient: They'd expect service tailored to their specific needs and situation, not a generic script. This could involve remembering past interactions, offering solutions specific to their problem, and using language that resonates with them. Additionally, they'd value quick responses and resolutions, with minimal hold times or waiting periods.

2. Proactive and Helpful: Customers wouldn't just expect reactive solutions to problems but proactive assistance that anticipates their needs and prevents issues from arising in the first place. This could involve offering helpful resources like FAQs, tutorials, or personalized recommendations.

3. Omnichannel and Convenient:  Reaching out for support should be seamless and convenient, with options to connect through their preferred channels, be it social media, chat, phone call, or email. Businesses that offer omnichannel support and a consistent experience across all platforms would be seen as providing good service.

4. Empathetic and Respectful: Customers wouldn't just expect solutions but also genuine empathy and respect from service representatives. This means actively listening to their concerns, acknowledging their frustrations, and treating them courteously and understanding.

5. Transparent and Trustworthy: Customers would value transparency and honesty from businesses. This includes clear communication about service options, pricing, and potential issues. Building trust through reliable service and ethical practices would be crucial for any company aiming to deliver good customer service in 2024.

Essentially, good customer service in 2024 goes beyond simply solving problems. It's about building meaningful customer relationships by understanding their needs, providing personalized and efficient solutions, and treating them with respect and empathy. This customer-centric approach fosters loyalty, trust, and a positive brand image. This 2024 vision of excellent customer service isn't a futuristic fantasy either; it's a reality within reach with the right insights. It's about leveraging technology to empower customers and agents, creating a symphony of efficiency and empathy. It's about genuine connections, building trust, and exceeding expectations in every interaction, digital or otherwise. Remember, in this increasingly automated world, the human touch remains irreplaceable, making genuine (and proactive) customer service skills and solutions the true differentiators in the race to win hearts and minds.

Customer service statistics in 2024

As we enter 2024, the customer service landscape is transforming. Driven by ever-evolving technology and heightened customer expectations, businesses are scrambling to adapt. Understanding the latest customer service statistics is crucial for staying ahead of the curve and crafting winning strategies. This data unveils insights into how customers interact with brands, what they expect, and what challenges lie ahead. By delving into these statistics, businesses can better understand their customers' needs and preferences, ultimately crafting a customer service experience that fosters loyalty, drives sales, and positions them for success in the competitive market.

Customer service statistics for 2024 serve as a valuable roadmap for businesses navigating the winding customer landscape. By delving into this data, enterprises gain crucial insights into how customers interact with brands, what they expect from their interactions, and what emerging trends are shaping the future of service. This knowledge equips them to make data-driven decisions that improve customer satisfaction, loyalty, and, ultimately, the bottom line. By understanding customer preferences for channels like social media or chat and the increasing demand for personalization and omnichannel support, businesses can adapt their strategies to meet these expectations and deliver exceptional service. Additionally, these statistics highlight industry benchmarks and best practices, enabling firms to benchmark their performance and identify areas for improvement. Ultimately, utilizing customer service statistics empowers businesses to stay ahead of the curve and cultivate lasting customer relationships in an increasingly competitive market.

Keep an open mind. The statistics reveal both encouraging trends and areas for improvement. You'll discover how AI is revolutionizing support, the rise of unconventional channels like social media, and the growing importance of personalization. Follow along for a detailed data scoop and explore what it means for the future of customer service.

See how the rewards of good customer service add up:

1. 80% of buyers are more likely to purchase when brands offer personalized customer experiences. (Freshworks)

2. Almost two-thirds of consumers say they are more likely to forgive a mistake by a long-term favored brand than a brand they have only done business with for a year or less. (Deloitte)

3. 63% of consumers expect customer service agents to know their unique needs and expectations. (Salesforce)

4. 63% of consumers say they’d be willing to share more information with a company that offers a great experience. (PwC)

5. Consumers who report a good customer service experience are 38% more likely to recommend that company than consumers who received bad customer service. (Qualtrics)

The results of poor customer service could cost you:

6. Bad experiences cost businesses $4.7 trillion in global consumer spending every year. (Qualtrics)

7. Your support team has the potential to prevent churn, which means it could cost businesses 5-25 times more to acquire new customers due to poor customer loyalty. (Freshworks)

8. 42% of consumers would pay more for a friendly, welcoming customer service experience. (PwC)

9. Companies with poor customer service could potentially achieve 25–95% more profits. (Bain & Company)

10. 37% of consumers abandon a purchase or post a negative review with a poor digital shopping experience. (SiteCore)

11. The most frustrating aspect of customer service is the hold time when waiting for a customer support rep. (Zendesk)

Customer expectations that your team should stay on top of:

12. 22% of customers feel call center wait times were too long. (Freshworks)

13. 86% of consumers expect seamless communication with customer support agents across multiple channels. (Gladly)

14. About half of the consumers (49%) want to hear more from the brands they buy from. (Freshworks)

15. People under 40 prefer using branded apps, texting, and chatbots, while those over 40 favored more traditional channels such as call centers and email. (Shep Hyken)

16. The top 10 preferred communication channels are email, phone, in-person, online chat, mobile apps, messenger apps, text/SMS, online portals, video chat, and social media. (Salesforce)

Public perception statistics in customer service that show their worth:

17. 56% of customers say a brand’s customer service often doesn’t match the image they portray. (Freshworks)

18. Eight out of ten consumers expect brands to do more than provide good customer service, such as giving money to good causes and addressing societal challenges. (Edelman)

19. 76% of people “always” or “regularly” read online reviews for local businesses. (BrightLocal)

20. More than half of consumers (60%) have posted a new customer review when prompted by the brand in the last 12 months. (BrightLocal)

21. Consumers are 5.1 times more likely to recommend a brand after an excellent customer service experience. They’re also 3.5 times more likely to purchase from a business after positive customer experiences. (Qualtrics)

Calculating customer service success across the generations:

22. 31% of customers pick email as the preferred channel for making a complaint, and 28% use it to track their order. (Freshworks)

23. 62% of Millennials report seeking an unofficial knowledge base (such as a subreddit, Twitter, or YouTube video) as a self-service option for service issues, even with 24/7 customer support available. (Gartner)

24. 77% of Gen Zers expect companies to offer new ways to get existing products, such as digital versions of traditionally in-person experiences. (Salesforce)

25. 60% of all B2B tech buyers are now Millennials, and 2% are from Generation Z. (TrustRadius)

26. Gen Z accounted for an estimated 40% of global customers. (McKinsey)

Artificial intelligence in customer service insights that add real value:

27. 1 in 3 decision-makers implementing AI state that optimizing it to predict customer needs and deliver personalized experiences is key to driving ROI. (Freshworks)

28. 79% of businesses consider automation necessary in their customer experience strategy. (Verint)

29. 74% of consumers prefer a callback option instead of waiting on hold for a customer service rep. (SupportYourApp)

30. Customer support response times influence customer satisfaction (CSAT) scores the most. (Freshworks)

31. One in three decision-makers implementing AI states that predicting customer needs and delivering personalized experiences is a key consideration to drive ROI. (Forrester)

Multichannel support statistics to support your investment:

32. 35% of companies plan to invest more in adding service across channels. (Zendesk)

33. 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 (Freshworks)

34. 72% of leaders believe merging teams and responsibilities around the customer experience will increase operational efficiencies. (Zendesk)

35. 40% of consumers cited “multiple options for communicating” as the most important feature of a company’s customer service department. (Business Wire)

 36. Customers who use multiple channels shop nearly twice as much as shoppers who use a single channel. (McKinsey & Company)

Sizing up the social media impact on customer service statistics:

37. 68% of WhatsApp users believe it is the most convenient way to engage with a brand. (Freshworks)

38. 48% of consumers expect a response to social media questions and complaints within 24 hours. (Statista)

39. Online users spend two hours and 28 minutes per day on social media. (DataReportal)

40. Social media micro-influencers with fewer than 500,000 followers have conversion rates that are six times higher than Facebook ads. (Ubiquitous)

41. More than half (54%) of casual social media lurkers research products and services. (Global Web Index)

Customer feedback statistics that dial up a positive experience:

42. 77% of consumers are willing to exchange personal data for a superior experience. (Freshworks)

43. The top 10 preferred communication channels are email, phone, in-person, online chat, mobile apps, messenger apps, text/SMS, online portals, video chat, and social media. (Salesforce)

44. More than two-thirds of customers say they want an organization to “reach out and engage with proactive customer notifications.” (Microsoft)

45. 87% of customer service representatives say customers have increased their use of digital channels like social media during the pandemic. (Salesforce)

46. Only 12% of self-service support platforms are highly integrated; for most organizations, only 20% of service issues are resolved. (McKinsey)

47. 71% of customer service employees say switching between multiple communication channels has made it challenging to meet customer needs. (Nextiva)

48. The top 3 reasons customers avoid calling businesses are because of long wait times, other methods of communication are faster, and they anticipate being rerouted. Customers won't call if you make the contact experience painful.  (Invoca)

49. 79% of callers are rerouted at least once. (source: Invoca)

50. Companies aim to hit 90% of calls answered in 15 seconds, surpassing the current 80% standard. (callcentrehelper.com)

What should you take away from these customer service statistics?

Customer service statistics paint a clear picture: exceptional service is no longer an option, it's a necessity. The key takeaway for businesses like yours looking to make sizable improvements:

Focus on the customer journey, not just individual interactions.

Customers expect a seamless and personalized experience across all touchpoints. Utilize data and feedback to understand their needs, preferences, and pain points. Invest in omnichannel support that is readily available on their preferred channels. Empower your agents with the knowledge and resources to resolve issues efficiently and create positive interactions. Remember, happy customers translate to loyal customers, increased revenue, and a stronger brand reputation. By making customer-centricity the cornerstone of your strategy, you can transform your customer service into a decisive competitive advantage. Don't just read the data; turn these statistics for 2024 into momentum. Use these insights to identify areas for improvement, invest in employee training, embrace new technologies, and, most importantly, personalize your customer journey. 

Freshworks empowers businesses to streamline and enhance the customer journey by offering integrated solutions that address key touchpoints. Here's how:

1. Unified Platform: Freshworks consolidates support channels (email, chat, phone) and customer data into a single platform, enabling a holistic view of customer interactions. This fosters seamless communication and faster resolution times.

2. Automation and AI: By automating repetitive tasks and leveraging AI-powered chatbots, Freshworks reduces agent workload and allows them to focus on complex issues, improving efficiency and faster response times.

3. Self-Service: Freshworks offers a knowledge base and community forum functionalities, empowering customers to find answers independently, reducing the burden on support teams and improving customer satisfaction.

4. Omnichannel Support: Freshworks facilitates consistent and personalized interactions across various channels (social media, email, phone), ensuring customers can reach the support team conveniently on their preferred platforms.

5. Customer Success Management: Freshworks provides tools to proactively engage with customers, track their onboarding progress, and identify potential roadblocks, fostering long-term customer success and loyalty.

By leveraging Freshdesk, businesses can streamline operations, personalize interactions, and empower customers, creating a frictionless and positive customer experience. Ready to take a fresh look at your customer service strategy? Explore these data-driven Freshworks tools that can help strengthen your customer service team for the journey ahead.