The AI customer service stats you need to know in 2019

Customer service is becoming a critical driver of how a company is perceived, what drives consumer loyalty and determining where they open their wallets.  Companies are equally praised for the exceptional support they provide, while others relentlessly chastised for failing to deliver.

As AI is transforming how companies provide customer service – working alongside human agents to provide quick, convenient and personal support – we thought it would be a good idea to get a real sense of where customer service is today. Here are some of the best stats for customer service that really paint the picture of what consumers expect, the baseline of where many brands are today, and the opportunity for AI to catapult a brand’s customer service to the next level.  

Customer Expectations for Customer Support

  • 59% of consumers have higher expectations for customer service than they did just a 1 year  ago [Microsoft]
  • 60% don’t see customer service as getting any easier   [Microsoft]  
  • Customers expect to receive service through any channel and on any device, with 59 percent of respondents having used multiple channels to get questions answered. [Microsoft]
  • Americans are telling an average of 15 people about poor service  [American Express]
  • Nearly 50% of consumers expect a response on social media questions or complaints within an hour, with 18% expecting an immediate response [American Express]
  • 33% say getting their issue resolved in a single interaction  (no matter the length of time) is the most important aspect of customer service  [American Express]
  • 40% want companies to focus on taking care of their needs quickly ; The future of service belongs to those who deliver quick, convenient and personalized service in the customer’s channel of choice [American Express]
  • 66% of US online adults said that valuing their time is the most important thing a company can do to provide them with good online customer experience [Forrester]
  • 86% of customers have to contact customer service multiple times for the same reason [InfoLink]

Customer Service is the new Marketing

  • 95% of consumers cite customer service as important in their choice of and loyalty to a brand  [Microsoft]
  • 61% have switched brands due to poor customer service with nearly half having done so in the past 12 months  [Microsoft]
  • Seven in 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service [American Express]
  • US consumers say they’re willing to spend 17 percent more to do business with companies that deliver excellent service, up from 14 percent in 2014  [American Express]
  • More than half of Americans have scrapped a planned purchase or transaction because of bad service  [American Express]
  • 33% of Americans will consider switching companies after just a single instance of poor service  [American Express]

Being Reactive is not enough; Proactive Support is key

  • 70% have a more favorable view of brands that offer proactive customer service notifications [Microsoft]
  • 87% of customers want to be proactively reached out to by a company for customer service related issues  [inContact]
  • Over a 12 month period, proactive customer service can lead to a 20-30% reduction in call center calls — lowering call center operating costs by as much as 25% [Enkata]

Agents Need Help  

  • More than 75%of consumers expect customer service representatives to have visibility into previous interactions and purchases; Yet nearly half say agents almost never or only occasionally have the context they need to most effectively and efficiently solve their issue  [Microsoft]
  • 68% say a pleasant representative is key to their recent positive service experiences [American Express]
  • 40% of customers want agents to focus on taking care of their needs quickly  [American Express]
  • 84% of customer service agents can’t answer the questions [InfoLink]
  • 83% of consumers have to repeat the same information to multiple agents [InfoLink]

Customer Service is a Real Business Issue…. And Opportunity

  • $62 billion is lost by U.S. businesses each year following bad customer experiences [New Voice Media]
  • 69% of US online adults shop more with retailer that offer consistent customer service both online and offline [Forrester]
  • Poor customer service causes consumers to abandon intended purchases, which translated to an estimated $62 billion in lost sales in the US in 2015 — an alarming 51% increase over the previous two years [Forrester]
  • A moderate improvement in CX would impact the revenue of a typical $1 billion company an average of $775 million over three years [Temkin Group]

This all paves the way for AI in Customer Service

  • By 2021, 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017 [Gartner]
  • 80% of customer engagements can be handled by bots [Accenture]
  • By 2021, more than 50% of enterprises will spend more on bots than traditional mobile [Gartner]  
  • By 2030, 70% of companies will have adopted some form of AI and the majority of enterprises will be using a full range of AI technology [McKinsey]

Are you ready to see how AI in customer service can transform your business? Use AI to answer high-volume, repeatable issues without delay, while looping in your human agents to manage the other inquiries. Let’s chat