100 Essential Customer Service Statistics and Trends for 2019

It's not only product and price that companies must compete on, but customer service and relationship as well.

Today’s marketplaces are incredibly customer driven. Mass customization and a plethora of choices within almost every industry means companies must fight for customers’ business. It’s not only product and price that companies must compete on, but customer service as well.

We all know that customer service is a vital cog in the business machine, but how vital is it? A few decades ago customer service departments were nearly non-existent, now they are a large part of any successful business.

With recent advances in digital and communication technologies, customer service has been changing quickly. Social media interactions between customers and businesses are driving engagement to new levels. Attitudes and expectations are changing, driven by millennials who are placing higher demands on customer service.

So how can customer service departments and firms capitalize on new technologies while navigating a complex customer-centric marketplace? A well-informed customer service department can make a huge difference.

In today's hyper-competitive business atmosphere, it’s important to know the consequences of a poor customer service interaction and the benefits of a friendly and efficient CS department. Here are 100 stats that can help your company achieve a higher level of customer service satisfaction.

Section 01

State of the Industry

Section 02

Brand Building and Brand Loyalty

Section 03

Reaping the Rewards of Good Customer Service

Section 04

Poor Customer Service Loses Out

Section 05

Millenials Drive Demand

Section 06

How Customers Communicate

Section 07

Social Media and Customer Service

Section 08

The Rise of Automation and Self Service

Section 09

Ask The Experts

Section 01

State of the Industry

Section 02

Brand Building and Brand Loyalty

Section 03

Reaping the Rewards of Good Customer Service

Section 04

Poor Customer Service Loses Out

Section 05

Millennials Drive Demand

Section 06

How Customers Communicate

Section 08

The Rise of Automation and Self Service

Section 09

Ask the Experts

Despite all the growth and change in the customer service realm, the golden rule still reigns supreme.

The customer is always right, even when they are wrong.

Most research shows it's just as important to treat the customer with respect and courtesy as it is to fix the problem. It’s likely the industry will always need to have friendly staff available to add that human touch.

On the other side of the coin, amazing technologies are emerging that are changing the dynamics of customer service. These technologies, such as social media for customer service, self-service portals and customer journey mapping will help firms deliver the best experience possible. Finding the balance between efficiency and politeness may be the key to customer retention.


Contact an Amazing Service
Sales Expert
(800) 799-0600

See how Nextiva will transform
the way you communicate.


Contact an Amazing Service
Sales Expert
(800) 799-0600

See how Nextiva will transform
the way you communicate.