Quick Guide: Customer Care Statistics for 2023

Customer service is a critical aspect of any business, and staying informed about the latest trends and customer care statistics can help companies provide better support to their customers. In this article, we have compiled the most vital customer service statistics for 2023, so you don’t have to spend hours researching.

These statistics are based on reputable reports and studies from industry leaders. Let’s dive into the numbers and explore what they mean for customer service in 2023.

Customer expectations in 2023

• 79% of people agree that customers are smarter and more informed now than in the past.
• 72% of customers expect immediate service.
• 71% of customers demand natural, conversational experiences.

As customer expectations continue to evolve, businesses need to adapt and provide personalized and timely support to meet these demands.

Using customer data for personalization

• 59% of consumers want businesses to use the data collected about them to create personalized experiences.
• 70% of consumers expect anyone they interact with to have the full context.
• 82% of leaders say expectations for personalized support grew in 2022.

Personalized support leads to increased retention, brand loyalty, and customer satisfaction. However, many companies struggle to provide personalized experiences due to a lack of customer context.

Customer service channels

• 28.1% of companies primarily use email for customer support.
• 22.9% of companies primarily use phones.
• 14.4% of companies primarily use social media.

While email and phone remain popular support channels, social media and chat are gaining traction. Offering omnichannel support is crucial for providing a seamless customer experience.

Gen Z customer service preferences

• Gen Z is the generation most likely to opt for digital means of communication.
• 60% of Gen Z engaged in video chat for support, compared to only 19% of boomers.
• Social media is increasingly a customer service channel, with 55% of Gen X, 75% of millennials, and 76% of Gen Z using it for support.

Understanding generational preferences is essential for tailoring customer service strategies. Gen Z and millennials are more likely to stop buying from companies based on their stance on social issues and sustainability.

Customer service KPIs & benchmarks

• CSAT (Customer satisfaction score) is tracked by 38% of teams, with a benchmark of 85%.
• DSAT (Customer dissatisfaction score) is tracked by 43% of teams.
• IQS (Internal quality score) is tracked by 36% of teams, with a benchmark of 88%.

Monitoring and improving key customer service metrics such as CSAT, DSAT, and IQS are crucial for delivering high-quality support.

Support tech stack

• 31% of support leaders report ‘limited reporting capabilities’ with their current tech stack.
• 76% of support leaders believe their current tech stack holds them back from achieving goals.
• 54% of support teams lack the tools needed to personalize support at scale.

Investing in the right support technologies and ensuring seamless integration among tools is essential for delivering efficient and effective customer service.

Customer service quality

• 90% of teams conduct conversation reviews (support QA).
• 86% of organizations agree that conversation reviews improve the quality of customer service.
• 82% of teams have hired a support quality specialist to help manage the process.

A strong quality assurance program and regular conversation reviews can significantly improve customer service quality and agent performance.

Challenges for support teams

• Over 50% of support leaders cite lack of time as their greatest challenge.
• 50% of agents struggle to balance empathy and efficiency in customer interactions.

These key customer care statistics for 2023 shed light on the evolving landscape of customer expectations and the challenges faced by support teams. As customers become smarter and demand more personalized and immediate service, businesses must adapt their strategies to meet these changing needs. 

Embracing customer data for personalization, leveraging multiple support channels, and investing in the right tech stack are essential for delivering seamless and efficient customer service experiences. 

By prioritizing quality assurance, understanding generational preferences, and monitoring key metrics, companies can elevate their customer service game and foster customer satisfaction, loyalty, and brand advocacy. So, gear up, embrace these insights, and navigate the customer service landscape of 2023 with confidence and success.

• Source: https://www.klausapp.com/blog/customer-service-statistics/