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Customer Service Statistics you Need to Know in 2021

1. Customer service is key to attracting new customers

“84% of surveyed consumers said that customer service was one of the key factors helping them decide whether to buy or not from the company” (Zendesk, 2019)

Many brands seem to think of customer service as being simply a solution, but this statistic shows us that customer service is extremely important to consumers in the prospecting stage.

2. Customer service also plays an important role in generating brand loyalty

“95% of respondents say that customer service is important for brand loyalty” (Microsoft Dynamics 365, 2019)

Following on from point 1, this statistic demonstrates how customer experience and top customer service is no longer a choice; it is a necessity in order to successfully attract and retain customers.


3. Human interactions matter

“75% of consumers prefer human interactions comparing with an automated interaction” (PWC, 2018)

Although automated and AI tools have their place, still customers gravitate towards the tried and trusted authentic human interaction- especially for more complex queries and in times of uncertainty. Human customer service professionals offer this sought out level of support, as well as generating opportunities for upselling, rapport generation and qualitative insights.


4. Poor customer experiences drive churn

“92% of consumers say that they will stop purchasing from a company after 3 poor customer experiences” (HubSpot, 2019)

With the customer experience and levels of service being so high on the agenda, and with competition strong, it is no surprise that the customer simply will not put up with anything less than exceptional levels of customer service.


5. Happy customers equal brand advocates

“62% of customers say they share best experiences with others” (Salesforce, 2019)

In a digitally connected World, positive sentiment PR comes organically in the form of both word of mouth as well as via social media and review channels. Get your customer service right, and you can generate ROI through this influential medium.

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