Channel % of support interactions
10%
% of customers that expect anyone they interact with to have full context of the conversation
70%
What % of customers say they would rather use self-service for simple issues?
61%
What % of customers use CSAT scores to analyze customer experience and improve it?
80%
30%
% of customers likely to switch to a competitor after multiple negative experiences
73%
What % increase in CSAT do businesses see after adopting self-service?
45%
What % of customers say that explaining their problems to multiple people is poor customer service?
72%
Voice (Phone call)
35%
Average CSAT for Businesses in the U.S.
77.8
What % of voice-based interactions are expected to be influenced by Gen AI in the next 2 years?
42%
What % of customers claim they made decisions to buy a product based on the quality of customer service?
Nearly 70%
Live Chat
20%
% of customers that expect instant responses when they contact a brand
65%
What % of Gen Z and Millennial customers say they are likely to give up on a customer service issue if they cannot self-serve?
38%
What % of customers say being treated respectfully is their top customer service priority?
81%
Self-Service Portal
5%
While 73% of customers use self-service at some point in their journey, what % of support issues are "fully" resolved?
14%
What % of all customers attempt to take care of themselves before reaching out to a live representative?
81%
What % of consumers defined good customer service as good based upon the speed at which their issue was handled?
69%