80% of customers feel connected to a brand when customer service can solve their problem

Statistic Info

Customers reach out to customer service when they need a problem resolved or an answer to a question. When customer service can find an answer or provide a solution, customers are more satisfied. They also develop a connection with the brand in an emotional way. As customers come to trust a brand, it of course leads to repeat businesses and increased ROI.

Author: CGS

More Related Stats

Contact Center Solutions

When callers aren’t transferred, 49% of people feel relieved, 37% feel their business is valued, 34% are more inclined to complete a purchase.

80% of calls answered within 20 seconds represent the global metric for service level in a call center, while the average speed to answer is around 28 seconds.

Acquiring new customers costs 5-10 times more than selling to existing ones.

The 2020 Fortune Business Insights Report predicts the global cloud market to grow from $76.43 billion in 2021 to $390.33 billion in 2028.

67% of the companies have shown tremendous growth and business potential by collecting customer feedback. Excellent customer service feedback plays a crucial role in elevating any call center’s brand value.

88% of customers expect companies to accelerate digital initiatives due to the COVID pandemic.

Live chat increases conversion rates by nearly 4%

53% of consumers say they must repeat their reason for calling to multiple agents

Reducing operating costs and/or boosting productivity is the #1 the top priority for contact center leaders

44% of customers get annoyed, irritated, or angry when on hold for 5-15 minutes

More 2022 Stats

43% of support teams are now prioritizing increasing workflow efficiency

72% of consumers say relevant content delivered at the right time and place boosts their trust.

32% of respondents say their organizations are failing to properly distribute data-driven customer insights throughout the organization.

60% of executives don’t feel their organization is tailoring their communications well with their current tools.

56% of survey respondents are encouraging greater cross-functional team collaboration over the next 18 months with the explicit aim of improving customer engagement.

88% of businesses say customer engagment is critical to their bottom line.

93% of customers are more likely to remain loyal to companies with excellent support.

44% of businesses say that siloed efforts with no collaboration are one of the biggest impediments to successful customer engagement.

Recent data reveals that 90% of companies report that they are planning to deploy AI by 2022.

95% of customers choose a business that offers help through all the stages of the purchase.