Customer Service

Americans are more likely to post about good experiences than poor experiences on social media.

33% of Americans say they’ll consider switching companies after just a single instance of poor service.

Consumers will wait on hold for an average of 30 minutes before hanging up.

Customers expect businesses to respond to their emails within an hour.

Customer satisfaction ratings for live chat are often higher than all other support channels, likely because of the speed and conversational nature.

After having a positive experience with a company, 27% of customers would recommend it to a friend.

It is more expensive to acquire a new customer than it is to keep a current one.

The average wait time on social media is two hours.

The #1 reason people dislike calling companies: not being able to speak to a real person right away.

U.S. companies lose $2 billion annually due to poor customer service.

Companies that make an effort to improve their customer experience also see employee engagement rates go up.

Millennials (those born in the 1980s, 1990s, or early 2000s) are willing to spend the most for great customer care.