Is your online customer service losing customers?

I’m always interested in the latest information and statistics on Customer Service. Read the twelve statistics below and see how many relate to you and your company. I’d love to hear your feedback.


Posted by Tricia Morris on June 11, 2012

Since 2000, the number of internet users has grown by 528%. Almost a decade after customer service teams first embraced email as a support channel, consumers are now courting social media as the next evolution in customer service and support.

Here are 12 noteworthy 2012 statistics that speak to the evolution of online customer service:

  1. When customers have a problem with a product, 57% of consumers (including 71% of 16-24 year olds, 65% of 25-34 year olds, and 64% of 35 to 44 year olds) search for a solution online first. – Source: 2012 Sitel Study
  2. More than 50% of Facebook users, and 80% of Twitter users, expect a response to a customer service inquiry in a day or less. – Source: Consumer Views of Live Help Online 2012, A Global Perspective, Oracle
  3. Just over 40% of customer  service tweets to 25 of the largest online retailers are answered in less than 24 hours. – Source: 2012 STELLA Service Study
  4. Zappos and LL Bean responded to 100% of customer service questions on Twitter within 24 hours of the question’s post. Zappos’ average response time: 54 minutes! – Source: 2012 STELLA Service Study
  5. More than a quarter of the 25 largest online retailers ignore consumer tweets altogether. – Source: 2012 STELLA Service Study
  6. 17% of customers age 16-34 said companies could most drastically improve customer experience by “responding quickly when I ask a question on Twitter.” – Source: 2012 Sitel Study
  7. Social customer service adoption is being driven by the younger generation. 15% of 16-24 year olds prefer social media over any other channel for customer service. – Source: 2012 Sitel Study
  8. More than 40% of consumers using social sites such as Facebook value access to customer service and nearly one in three expect a company to provide direct access to customer support and product experts. – Source: 2012 Consumer Views of Live Help Online, A Global Perspective, Oracle
  9. One in five shoppers prefer online chat over any other communication method – Source: 2012 Fourth Annual BoldChat Life Chat Effectiveness report
  10. 80% of consumers research products online every week. – Source: 2012 Consumer Views of Live Help Online, A Global Perspective, Oracle
  11. 75% of surveyed consumers said they would prefer to use online support if it were reliable and provided accurate and complete information; 91% say they would use an online knowledgebase if it were available and tailored to their needs. – Source: 2012 Amdocs Coleman Parkes Study
  12. Social customer will tell an average of 42 people about a good customer experience, and they will tell an average of 53 others about a bad customer experience. – Source: 2012 American Express Global Customer Service Barometer

Republished with author’s permission from original post by Tricia Morris.

Tricia Morris

Tricia promotes Parature’s focus on customer service tips and trends for major industries including goverment, tech, higher education, software, gaming, retail and more through Parature’s customer service blog. Parature, the leader in on-demand customer service software, makes it possible for any business to leverage the Internet and social media to provide outstanding customer service.

1 Response to “Is your online customer service losing customers?”

  1. 1 Customer Service Online August 17, 2012 at 2:38 am

    Thanks for sharing such useful information here. Customer service online is a very effective way to provide quality customer support, instant useful information, immediate online assistance, technical support, lodge complaints etc.

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