Customer Self-Service Statistics

Steve Goldstein
Steve Goldstein
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Customer Self-Service Statistics 2023: Facts about Customer Self-Service are important because they give you more context about what’s going on in the World in terms of Customer Self-Service.

LLCBuddy editorial team scanned the web and collected all important Customer Self-Service Statistics on this page. We proofread the data to make these as accurate as possible. We believe you don’t need to check any other resource on the web for Customer Self-Service Facts; All are here only 🙂

Are you planning to form an LLC? Thus you need to know more about Customer Self-Service? Maybe for study projects or business research or personal curiosity only, whatever it is – it’s always a good idea to know more about the most important Customer Self-Service Statistics of 2023.

How much of an impact will Customer Self-Service Statistics have on your day-to-day? or the day-to-day of your LLC Business? How much does it matter directly or indirectly? You should get answers to all your Customer Self-Service related questions here.

Please read the page carefully and don’t miss any words.

Top Customer Self-Service Statistics 2023

☰ Use “CTRL+F” to quickly find statistics. There are total 163 Customer Self-Service Statistics on this page 🙂

Customer Self-Service “Latest” Statistics

  • After receiving poor customer service, 33% of customers would consider switching firms right away, according to American Express.[1]
  • 35% of consumers find it very important to have a fully self-serve customer care option available to resolve their issues.[1]
  • Customers want businesses to share information so they don’t have to repeat themselves, according to 54% of consumers.[1]
  • Customers’ main complaint with chatbots, according to 54% of respondents, is how many questions they have to respond to before being connected to a human agent, according to Zendesk.[1]
  • Customers believe that most companies need to increase the training of their customer care representatives, according to 59% of consumers.[1]
  • Customers are more likely to return to businesses that provide exceptional customer service (93%).[1]
  • Around 76% of customers indicate they would prefer conduct business with a rival after more than one unfavorable encounter.[1]
  • 68% of people claim that after having a negative customer experience, they will tell their friends and family about it, according to Vanilla.[2]
  • 77% of respondents say that self service alternatives for clients seeking assistance make their perception of businesses more favorable.[2]
  • 79% of consumers claim that after a satisfying customer experience, they will buy more goods and services from a business.[2]
  • 79% of people said they anticipate businesses to provide self service options for clients to use to discover solutions without contacting assistance.[2]
  • 60% of UK customers want a balance between price and service, and they won’t tolerate poor service in exchange for a product with a cheaper price, according to UKCSI Customer Satisfaction Index.[3]
  • According to the 2015 Global State of Multichannel Customer Service Report, 62% of customers worldwide have discontinued doing business with a company or organization due to poor customer service.[3]
  • According to 76% of customers, a company’s customer service demonstrates how much they value their business.[3]
  • According to 77% of US internet adults, the most crucial thing a business can do to provide customers excellent service is to value their time.[3]
  • 90% of customers today want a self-service customer care portal from brands and businesses.[3]
  • In their decision to choose and loyalty to a company, 97% of customers worldwide feel that customer service is extremely important or somewhat significant.[3]
  • According to NewVoiceMedia, an estimated $41 billion is lost by U.S. companies alone each year due to poor customer service.[3]
  • Almost 80% of contact centers claim that their present customer support technologies won’t suffice for their demands in the future.[3]
  • Only excellent product quality, which was rated at 25%, was higher than these positive customer service encounters.[3]
  • Consumer self-service is reportedly highly essential to 59% of surveyed banks and credit unions.[4]
  • According to Harvard Business Review, across all sectors, 81% of consumers try to resolve issues on their own before contacting a live professional.[4]
  • 35% of contact center managers believe that most work from home will take place in their contact centers, according to Customer Think.[5]
  • According to Forrester Opportunity Snapshot, 41% of decision makers who place a major premium on CX seek to increase customer service speed in particular.[5]
  • 56% of customers say that they would be willing to pay a premium price for a product to get outstanding customer support.[5]
  • In order to increase operational effectiveness and customer happiness, 65% of customer service decision makers want to invest in chatbots.[5]
  • According to Digital Commerce 360, 64% of consumers prefer mobile and contactless pickup alternatives, and 79% believe that contactless store pickup is very essential.[5]
  • Customers are 94% more likely to repurchase a product or service and there is an 88% chance of spending more if they experience seamless customer service encounters, according to Gartner.[5]
  • During the pandemic, 32% of customers were understanding of companies who provided sluggish customer service.[5]
  • According to Gartner, 25% of businesses anticipate combining marketing, sales, and customer experience into one platform by 2023.[6]
  • More than 89% of businesses believe that a positive customer experience is a key element in retaining and gaining new customers (InvesP).[6]
  • According to a Microsoft survey, 90% of consumers worldwide anticipate companies or organizations to offer an online self.[7]
  • 91% of companies surveyed by Customer Contact Week identified webshop self-service as a relevant investment focus.[7]
  • According to 75% of respondents in a nuance enterprise poll, self-service is a practical approach to handle customer service difficulties.[7]
  • According to the Harvard Business Review, 81% of all customers attempt to take care of issues themselves before reaching out to a live representative – across industries.[7]
  • Over 60% of us customers, according to a study by American Express, prefer automated self-service for straightforward customer service chores, such as a website or smartphone app.[7]
  • Consumers who have utilized self service support portals comprise 77% of the population, reported by Microsoft.[7]
  • 40% of clients who attempt self-service contact a call center thereafter, demonstrating that self service solutions often let down customers.[7]
  • 67% of respondents would rather serve themselves than contact a customer care agent.[7]
  • From 2021 to 2031, there will be a predicted 4% reduction in the employment of customer support professionals.[8]
  • When consumers have a negative experience, 33.7% of them will contact relatives and friends via phone, email, or even in person to complain, according to a source, Qualtrics XM.[9]
  • 40% of customers claim to have communicated with customer support representatives over three or more channels.[9]
  • After one negative encounter, 50% of customers will move to a rival, and after two or more negative experiences, 80% of customers will transfer to a competitor, according to Zendesk.[9]
  • Company success and customer service are directly correlated, according to 73% of business executives.[9]
  • 77% of consumers said that providing self service choices for those seeking assistance makes them think more favorably of businesses.[9]
  • 79% of consumers are prepared to provide personal information in return for encounters that make them feel instantly recognized and understood.[9]
  • 81% of shoppers claim that having good customer service enhances their likelihood of making another purchase.[9]
  • Even as the technology for automated solutions advances, 75% of customers will still want to engage with a human person.[9]
  • According to Forrester, 42% of US online buyers said it was important for retailers to offer live online chat on their websites.[9]
  • Customers are more likely to return to businesses that provide exceptional customer service (93%).[9]
  • According to Microsoft, 54% of respondents worldwide felt that companies that reacted to queries or concerns from customers on social media had a better reputation.[9]
  • Customers feel more loyal to companies who address their issues, according to 83% of respondents.[9]
  • According to Khoros, 68% of customers will spend more with brands that appreciate them and treat them like individuals.[9]
  • Lack of departmental cooperation is the top issue that 40% of U.S businesses cite when trying to improve the customer experience.[9]
  • 79% of CEOs in customer service want to increase their investment in AI skills during the next two years.[9]
  • According to a research by HubSpot, 93% of customers are likely to make repeat purchases with companies that offer excellent customer service.[9]
  • 67.3% of shoppers expect 24/7 customer service, while 71.0% anticipate more frequent discounting and 58.4% seek out free shipping in exchange for their loyalty.[9]
  • Within the last year, 47% of customers have decided to move to a new company as a result of poor customer service, according to Microsoft.[10]
  • Email customer care channels were utilized by 54% of consumers, making them the most popular digital customer service channels.[10]
  • According to Forrester, 63% of customers are happy to be served by a chatbot, if there is an option to escalate the conversation to a human.[10]
  • Customers think proactive customer service alerts from businesses improve their opinion of the company by 68%.[10]
  • 70% of customers claim to have already decided to support a business that provides excellent customer service, as stated by American Express.[10]
  • According to a research by Aspect Software, 73% of consumers prefer to handle problems with products or services themselves.[10]
  • 68% of consumers say it increases their perception of a brand when companies send them proactive customer service notifications.[10]
  • Following a negative customer experience, 89% of customers have moved to doing business with a rival.[10]
  • 30% of US consumers rate chatbot interactions as “very effective” in dealing with customer service issues (Microsoft).[10]
  • 52% of customers claim to have made a second purchase from a business as a result of good customer service.[10]
  • When making a purchasing choice, 88% of shoppers are affected by internet customer service evaluations.[10]
  • According to a research by Microsoft, 96% of customers worldwide claim that a brand’s level of customer service influences their decision to remain loyal to it.[10]
  • 18% of consumers worldwide and in the united states anticipate a reaction from a company’s social media within an hour, as stated by Statista.[10]
  • By 2020, customer experience will be a factor in more than 40% of all data analytics initiatives, according to Gartner.[10]
  • According to Lumoa, 99% of leaders in customer success and experience say that their companies benefit from customer experience management.[10]
  • More than 50% of enterprises will refocus their spending on customer experience improvements by 2019, according to Gartner.[10]
  • According to Visioncritical, 84% of companies, who claim themselves to be customer-centric focus on the mobile customer experience.[10]
  • 31% of businesses have already made investments in technologies like AI, according to Accenture.[10]
  • According to Oracle, 63% of CX workers prioritize investments in improved goods, services, and customer experiences.[10]
  • 56% of people around the world have stopped doing business with a company because of a poor customer service experience, according to Microsoft.[10]
  • Organizations who take customer experience seriously will stand out from the competition and attract devoted consumers as 89% of firms are soon predicted to compete primarily on customer experience.[10]
  • Feeling undervalued, according to 49% of customers, is the main factor driving them to switch to a new product or service.[11]
  • 79% of customers who complained online about bad customer service said that their issues went unanswered, according to Oracle.[11]
  • According to Aspect, 61% of consumers report finding it difficult to transition between channels when communicating with customer support.[11]
  • Speaking with an informed and amiable representative is seen as being the most crucial part of customer service by around 30% of respondents.[11]
  • 30% of consumers say not being able to reach a real human is the most frustrating part of a bad customer service experience, according to Microsoft.[11]
  • As stated by Zendesk, 53% of customers believe it is crucial that they handle their own product/service issues instead of relying on customer support staff.[11]
  • By 2020, chatbots or virtual assistants will be used in 25% of customer service operations, as stated by Gartner.[11]
  • According to Aberdeen Group Inc., companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, compared with 33% for companies with weak omnichannel strategies.[11]
  • 72% of consumers cite having to explain their issue to many persons for their poor customer service engagement.[11]
  • According to Bain and Company, a 5% increase in customer retention rates can increase a company’s profitability by 75%.[11]
  • When a business provides exceptional service, 75% of customers would return and 56% would tell their friends and family about it, according to Zendesk.[11]
  • According to Dimension Data, 84% of businesses reporting improved customer service say their sales are up.[11]
  • According to Aspect, 42% of customer care representatives are unable to address client concerns effectively because of unconnected systems, antiquated user interfaces, and many apps.[11]
  • According to the data from McKinsey, 86% of B2B executives would rather use self service solutions for reordering than speak with a salesperson.[11]
  • According to the statistics from Zendesk, 24% of customers keep looking for suppliers two years or more after a positive encounter.[11]
  • According to statistics from New Voice Media, 5% of consumers said they would contact the media if they had a negative customer experience.[11]
  • According to the data from Zendesk, independent of channel, the most crucial elements of the customer care experience are speed of response (89%), speed of resolution (89%), and friendliness of the person (82%).[11]
  • Organization for customer service organization for customer service dispersing numbers compared to assessing happiness for each individual encounter, calculating customer journey satisfaction is 30% more predictive of total customer satisfaction.[11]
  • According to Peppers and Rogers Group, 65% of businesses provide their employees useful resources and training so they can win clients’ confidence.[11]
  • Within the next three years, 91% of merchants want to provide order visibility across channels, according to Boston Retail Platforms.[11]
  • Dispersing numbers poor customer service is cited by 67% of customers as one of the main causes of turnover.[11]
  • By 2020, according to 63% of marketers, social media will overtake other channels for customer service (V12).[11]
  • Only 63% of marketers give implementing technology investments that will help them achieve this aim the priority they should, despite the fact that 72% of firms indicate that increasing happy experiences is their top priority.[11]
  • A staggering 95% of customers agree that good customer service is crucial for maintaining brand loyalty, and 60% of consumers claim to have abandoned a brand in favor of a competing one due to poor customer service.[12]
  • According to Bain and Company, companies that prioritize providing superior customer service may increase sales by 4% to 8% over their market.[12]
  • As stated by Glance, when consumers are unable to contact a customer support professional, 67% of them terminate a call in frustration.[12]
  • 62% of consumers would rather issue parking citations than wait in a machine driven phone tree or have to repeat oneself to several team members.[12]
  • Phone contact with a service team is frequently utilized by more than 50% of consumers of all ages, making it the most popular method of customer support.[12]
  • Long hold times and wait periods are considered the most annoying aspects of a service encounter by almost 60% of clients.[12]
  • Only 1 in 26 customers will tell a business about their negative experience; according to customer service facts, the rest simply leave.[12]
  • Consumers who rank a company’s customer service as extremely bad are just 13% more likely to suggest it.[12]
  • Salesforce estimates that 82% of consumers use mobile applications to communicate with businesses, while just 51% of customer support staff do the same.[12]
  • In return for improved service, 56% of consumers don’t mind revealing their personal information.[12]
  • Customers appreciate corporations providing them control over the data that is gathered about them in 92% of cases.[12]
  • 77% of customers believe that the largest problem with customer service today is the inability to contact an agent.[12]
  • The typical level of difficult calls ranges from 10% to 20%, but the pandemic made customer experience statistics worse.[12]
  • 50% of consumers don’t communicate about their experiences on social media while 72% do so in person.[12]
  • More than 70% of customers think businesses have to work together so they don’t have to repeat information to several reps.[12]
  • A self service knowledge base is one of the quickest methods to address the bulk of customer concerns, according to 73% of consumers who responded that respecting their time is the most crucial thing businesses can do to gain their business.[13]
  • Self-service implementation, according to 75% of businesses, improved first level resolution first contact resolution cost per contact and cost per incident rates.[13]
  • A self service knowledge base may assist customer support teams in decreasing their average wait times as 75% of consumers cited quick response times as the most crucial aspect of effective customer service.[13]
  • 80% of businesses said that speed to answer had decreased, and 65% of businesses claimed that call abandonment rates had decreased.[13]
  • 51% of consumers stated they left a firm due to a single poor encounter, while 96% of customers indicated that customer service was a key element in deciding their loyalty to a brand.[13]
  • 80% of all customer support contacts are anticipated to be automated and handled by the consumer by the year 2020.[13]
  • 12% of Americans said that a lack of prompt problem solving was their main complaint with customer service.[13]
  • 72% of consumers believe self service support is a quick and simple approach to handle client difficulties.[13]
  • More than 25% of businesses said that self-service decreased cost per contact, while one financial institution reported yearly savings of $5.4 million as a result of self-service.[13]
  • More than 50% of customers can’t solve a customer service issue on their own due to a lack of information online.[13]
  • Businesses are required to provide one since 90% of consumers expect to find a customer support portal online.[13]
  • 67% of consumers would prefer to utilize a self-service alternative than contact a customer support representative, and 70% of customers anticipate seeing a self service application on a company’s website.[13]
  • 63% of millennials start all customer service contacts online, while 92% of people use search engines to locate information on the internet.[13]
  • 72% of consumers explained the problem to multiple people as poor customer service.[14]
  • 20% of customer service teams use voice-activated personal assistants, compared to 54% of customers who use voice assistants to communicate with a company, according to Salesforce.[15]
  • 69% of high performing customer service representatives actively seek out opportunities to apply artificial intelligence, compared to just 39% of underperformers.[15]
  • According to McKinsey and Company, 70% of purchasing decisions are influenced by how the consumer believes they are being handled.[15]
  • 80% of clients believe that a business’s experiences are equally as important as its goods or services.[15]
  • High performing service teams are 3.2 times more likely to have an established AI strategy than underperformers.[15]
  • 82% of service decision-makers believe that in order for their business to remain competitive, customer service must change.[15]
  • Highlights from the story 82% of consumers utilize knowledge bases, such as online FAQS, compared to 66% of customer care staff.[15]
  • According to Salesforce survey, it revealed that 72% of consumers would tell others about their positive experiences.[15]
  • 36% of customer service representatives believe they are completely equipped to manage an increase in service and support issues. (Salesforce, 2021).[16]
  • 56% of those polled stated they would be prepared to pay more if the vendor could provide superior customer service. (ArenaCX, 2021).[16]
  • 85% of individuals believe that businesses are incorrectly attributing the sanitation situation to sluggish call response times or poor live chat response times.[16]
  • According to 81% of company executives, intelligent automation improved the customer experience by providing quicker replies.[16]
  • 95% of consumers who have had bad customer service will proactively tell their friends and relatives about it.[16]
  • 53% of consumers believe that no one is interested in or capable of acting on their survey or feedback comments.[16]
  • Almost two-thirds (58%) of consumers will terminate a relationship with a business due to poor customer service.[16]
  • A startling 90% of respondents said that their decision to choose and loyalty to a business depends on the quality of the customer service, according to Microsoft Dynamic 365 (2020).[16]
  • 78% of customers will still forgive a company for its mistake if they consider having received excellent support.[16]
  • 60% of large businesses intend to put up more effort in 2021 to enhance the customer experience.[16]
  • A significant increase of 20% from 46% in 2019 to 67% in 2020 was seen in the adoption of AI and chatbots for customer support.[16]
  • According to Digital Commerce 360, 35% of retailers anticipate investing more in chatbots and artificial intelligence for their e-commerce businesses in 2021.[16]
  • 50% of Millennials and Gen Zers would at any time of the day prefer to get their teeth cleaned than interacting with customer service.[16]
  • 71% of consumers believe that companies will gain their loyalty if they demonstrate empathy during a customer care interaction.[16]
  • The greatest obstacle to a successful customer experience plan, according to 54% of marketers, is a lack of consumer insights.[16]
  • 99% of leaders in customer success and experience say that CEM has a positive influence on their company.[16]
  • Esteban Kolsky estimates that 72% of clients will tell six or more people about a favorable experience.[17]
  • 50% of users will quit visiting a website if it isn’t mobile friendly, even if they like the company.[17]
  • 57% of consumers won’t suggest a company with a mobile website that is badly built.[17]
  • Customers are prepared to pay a price premium of up to 13% and as high as 18% for luxury and indulgence services just by having a wonderful customer experience.[17]
  • An overwhelming 90% of customers report having a poor experience when seeking customer support on mobile devices.[17]
  • 88% of businesses now place a high priority on customer experience in contact centers, according to Super Office.[17]
  • 84% of businesses who self-identify as customer centric are increasingly concentrating on the mobile customer experience.[17]
  • By 2023, 40% of organizations are anticipated to have used AI, up from the current 90% during the next three years.[17]
  • By 2022, 85% of customer support engagements, up from 48% currently, will begin with self service, according to Gartner.[18]

Also Read

How Useful is Customer Self Service

But just how useful is customer self-service? While it has undeniable benefits in terms of efficiency and convenience, there are both pros and cons to consider when evaluating its overall effectiveness.

One of the key advantages of customer self-service is its sheer convenience. Customers can access self-service options 24/7, allowing them to seek assistance at any time of the day or night. Gone are the days of waiting on hold for a customer service representative – now, customers can simply log in to an online portal or use a chatbot to get the help they need in a matter of minutes.

Another benefit of self-service is its efficiency. Instead of waiting for a human agent to assist them, customers can quickly find the answers to their questions or resolve their issues on their own. This not only saves time for the customer but also frees up resources for the company, allowing them to focus their human talent on more complex or high-priority tasks.

Self-service is also a cost-effective solution for companies. By reducing the need for live agents to handle routine inquiries, companies can save a significant amount of money on labor costs. Additionally, self-service options can help companies scale their customer support operations more easily, as automated tools can handle a larger volume of inquiries than a human agent alone.

However, there are also drawbacks to consider when it comes to customer self-service. One of the main concerns is the potential for a lack of personalization. While self-service tools can be highly efficient, they may not always provide the level of tailored support that a human agent can offer. For more complex or nuanced issues, customers may still prefer to speak with a real person who can provide a more personalized and empathetic response.

Another downside to self-service is the potential for frustration and confusion among customers. If a self-service tool is not user-friendly or intuitive, customers may struggle to find the answers they need, leading to increased frustration and a negative overall experience. In some cases, customers may even abandon the self-service option altogether and seek help from a competitor with better customer support.

Overall, customer self-service can be a highly useful tool for both companies and consumers. It offers convenience, efficiency, and cost savings for businesses, while providing customers with quick and easy access to the support they need. However, it is essential for companies to strike a balance between self-service and human support, ensuring that customers have the option to choose the level of assistance that best suits their needs. Ultimately, successful customer service strategies will likely incorporate a mix of self-service tools and human agents to provide the best possible experience for all involved.


  1. hubspot –
  2. vanillaforums –
  3. microsoft –
  4. engageware –
  5. freshdesk –
  6. getvoip –
  7. raffle –
  8. bls –
  9. coveo –
  10. customerthermometer –
  11. groovehq –
  12. helpscout –
  13. knowledgeowl –
  14. nextiva –
  15. salesforce –
  16. satismeter –
  17. superoffice –
  18. useresponse –

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