The Future is Now - 37 Fascinating Chatbot Statistics

ByDanica Jovic
March 17,2022

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Chatbots have taken the customer service and real estate industries by storm, but that’s just the start of the story. Experts predict 90% of customer interaction in banks will be automated by 2022. 

And despite what you might think, that could be a good thing. Customers like chatbots; more than half of internet users are satisfied with them and around 60% of millennials already use them regularly to purchase basic goods. 

We’ve compiled some stats to show why eCommerce and chatbots are a match made in heaven.

Chatbot Statistics - Editor’s Choice

  • Chatbots can cut operational costs by up to 30%.
  • 85% of customer interaction will be handled without human agents by 2021.
  • 50% of businesses plan to spend more on chatbots than on mobile apps. 
  • 64% of internet users say 24-hour service is the best feature of chatbots.
  • 37% of people use a customer service bot to get a quick answer in an emergency.
  • There were over 300,000 chatbots on Facebook in 2018.
  • Blue-Bot sent two million messages to more than 500,000 customers in 2018.

Chatbot Usage and Artificial Intelligence

Today, 27% of consumers are interested in artificial intelligence support tools.

(Tidio)

The idea of using human language in communication with machines arose in the early ‘50s. However, at that time, people could not yet imagine the machines that could actually react or work like humans. In the past few decades, though, things have changed significantly. People still have unrealistic expectations about artificial intelligence, but we can say that humanity has moved a step closer to interacting with machines. Today, AI technology is used to provide virtual assistance in a range of different industries, including healthcare, business, education, and finance.

1.4 billion people are using chatbots.

(Acquire)

The advancement of AI has provided humanity with a stack of useful tools and resources. Chatbot growth has been prominent across a number of industries, to the point where 1.4 billion people now use them on a fairly regular basis. So, we might have a new answer to the question: What are chatbots? More than ever, they’re the way companies help customers ask questions or resolve problems quickly and easily.

Chatbots can answer 80% of standard questions.

(IBM)

Chatbot market statistics show that one of the reasons this technology is becoming more and more popular is that chatbots can answer most questions users might throw at them. It’s still important to have some trained customer support professionals for more complicated questions. But for everyday issues, a chatbot service reduces costs and speeds up response time. This allows customer service agents to work on more challenging tasks and take a big-picture approach.

In 2017, 34% of consumers preferred to communicate with artificial intelligence in an online retail situation.

(Statista)

Why? Because consumers like to get the information they’re asking for immediately. Bots are the best at providing fast and reliable service; they’re always on and they’re programmed to answer the most common questions immediately, which gives them an advantage over email or social media.

Chatbot Customer Service Statistics

67% of customers used chatbots in the past year.

(Invesp)

With two-thirds of customers having used chatbots in the past year, this technology has become mainstream. We live fast, online lives that are dominated by our phones and tablets. For the most part, that works in our favor. But sometimes we need help, and we need it as quickly as possible. This is when chatbot customer support steps in. Chatbot statistics for 2019 show that people are adjusting well to automated support.

64% of internet users say 24-hour service is the best feature of chatbots.

(Drift)

Why do we love chatbots? First, we like their quick response and prompt service. Second, we want answers at any time of the day and we enjoy their accessibility. This is why chatbots are so popular. As many as 64% of internet users see round-the-clock support as the biggest benefit, according to the newest chatbot industry statistics provided by Drift.

37% of people use a customer service bot to get a quick answer in emergencies.

(Drift)

Among customers who use chatbots, 37% use them for getting answers in case of an emergency. It’s also interesting to note that 35% use chatbots to resolve problem and the same percentage do so to get detailed answers or explanations.

55% of people who use chatbots would expect them to provide instant responses and answers to simple questions.

(Drift)

Customer service trends show that chatbots' benefits are numerous and customers are aware of this. Indeed, using a customer support chatbot gets you instant answers and asks you short, direct follow-up questions that are easy to understand. For speed and convenience, chatbots provide the perfect solution.

Chatbot Implementation Statistics

The first chatbot, ELIZA, was created in 1966.

(PSS)

ELIZA was created by Joseph Weizenbaum. Although this first-ever bot failed the relevant tests, it blazed a trail for the development of chatbots in the future. Today, we can make use of sophisticated chatbots, which have gained enormous popularity over the past couple of years due to the great service they provide

The top five countries in terms of chatbot use are the USA, India, Germany, the UK, and Brazil.

(Chatbots Life)

As we’d expect, the US is home to the largest portion of the world’s chatbot users (36%), followed by India (11%). Germany came in third place (4%) - it’s the highest-ranked non-English-speaking country on the list. The United Kingdom (3%) and Brazil (2%) have almost the same number of chatbot users.

It's estimated that nearly a quarter of the world’s population was using chatbots by the end of 2019.

(Chatbots Magazine)

How many people are going to use chatbots in the future? Well, according to these chatbot statistics, by the end of the year, almost a quarter of the global population will be using some kind of chatbot support on a daily basis.

The real estate industry is the most profitable field for chatbots.

(Chatbots Magazine)

More than 28% of real estate business now use chatbots. That makes sense; this is the industry that profits the most from chatbot usage. Why? Because agents have realized that chatbots can do most of the everyday work real employees used to do. This saves time, resources, and ultimately money. If you are in this industry, setting up a real estate chatbot is a must. Remember, chatbot companies offer specific services that are specially designed for real estate purposes.

$5 billion will be invested in chatbots by 2021.

(Chatbots Magazine)

The chatbot market is growing fast. We already have millions of chatbots operating through various industries, which is why investing in chatbots could be a very good move. More and more companies are using chatbots to provide their customers with better, faster service. We’ve already mentioned the real estate industry, but did you know the travel industry also benefits extensively from chatbots? This is because chatbots are actually very useful in filtering and speeding up the process of booking, as chatbot statistics for 2019 prove.

Interest in chatbots increased by 160% in 2018.

(Gartner)

Clients were more interested in implementing chatbots in 2018 than in any previous year. You can see the change for yourself; just browse through any good company’s website and pay attention to the customer service options. Today, companies both large and small are investing resources into customer experience and support. Aside from cutting costs, all these companies are trying to automate the work process and enable around-the-clock customer service.

Statistics on Customer Service and Chatbots

53% of service organizations are going to use chatbots within the next 18 months.

(SalesForce)

Customer service organizations are using chatbots more and more every day. This technology helps identify issues, then solve them promptly without human assistance. A growth rate of 136% was predicted for 2019, proving that chatbots will have an even bigger role in the near future.

58% of users say chatbots have changed their expectations of customer service.

(SalesForce)

Chatbots have changed customers’ experience for good. Consumers have certain expectations when it comes to AI, but according to the latest research, most say chatbots have positively affected their user experience.

46% of users would prefer to communicate with a live person instead of chatbot.

(Tidio)

If we look at customer service stats, we can conclude that customers are still more likely to opt for a conversation with a real person. Although a chatbot can save them a lot of time, almost half of the internet users in the US say they would rather receive support from a live person, according to Chatbots Magazine. However, 40% of consumers are fine with both; they don’t care if they get help from a real human or chatbot, as long as they get help, according to HubSpot chatbot statistics.

64% of agents who use chatbots are free to spend their time solving more difficult and complex problems.

(SalesForce)

With the help of AI chatbots, 64% of agents can work on resolving complex problems. In comparison, only 50% of agents without chatbots have the same luxury.

16% of Americans have used channels like Alexa or Google Home chatbot for shopping.

(Chatbots Magazine)

Customers use chatbots for a range of purposes: to get information, pay bills, or get assistance. Shopping is also at the top of the list. After all, nearly 16% of Americans own smart speakers. Chatbot customer service trends for next year predict that around 15% of people will use Amazon Alexa, while 16% plan to use some other type of voice-controlled chatbot tool.

Predictions About the Future of Chatbots

Chatbots can cut operational costs by up to 30%.

(Chatbots Life)

eCommerce chatbot statistics show that businesses spend around $1.3 trillion on customer requests per year. With the assistance of chatbots, this expense could be reduced by 30%.

Bank systems will automate up to 90% of customer interactions using chatbots by 2022.

(Chatbots Magazine)

Almost 40% of major companies with more than 500 people are going to implement at least one intelligent assistant or AI-based chat robot in 2019. By the end of 2020, 80% of entrepreneurs will use chatbots.

85% of customer interactions will be handled without human agents by 2021.

(Chatbots Life)

Chatbots will change the world, that is for sure. No matter whether or not we prefer talking to agents, in the future we will be forced to rely on chatbot support. Chatbot statistics in this Gartner report predict that 85% of customer interactions will be managed without humans by 2021. This is good news. Consumers will get answers instantly, companies will reduce costs, and agents can spend their time solving more important issues.

Companies will save 2.5 billion customer service hours using chatbots by the end of 2023.

(Chatbots Life)

One of the main goals of the companies that implement chatbots is to reduce customer service work time. According to Juniper's research, the introduction of chatbots will save 2.5 billion customer service hours over the coming years. The customer service cost reduction across the retail, banking, and healthcare sectors is estimated to amount to $11 billion annually by 2023.

Statistics About Chatbots in Business

By the end of 2020, 80% of entrepreneurs will use chatbots.

(Chatbots Magazine) (SiteVisibility)

Chatbots have become one of the most useful tools for marketers, and it’s safe to say that by the end of 2020, they will dominate the customer service field. Well, we already know that chatbots save time and money, and users of all ages and groups like them. Why? Because many users are more comfortable chatting online than talking with human agents or waiting too long to get the answers they need. Statistics on chatbot marketing show that 56% of people would rather message than call customer service.

50% of businesses plan to spend more on chatbots than on mobile apps.

(Chatbots Life)

Are chatbots going to replace mobile apps? According to Gartner’s report, many companies are prioritizing implementing chatbots over mobile apps. Chatbots have become more reliable and effective due to technological advances, as chatbot engagement statistics point out. As such, people have become more and more interested in chatbots, leaving mobile apps behind. Of course, this doesn’t mean that chatbots will replace mobile apps for good. It simply means that for getting quick service, people will look to chatbots first.

Companies with between one and 50 employees use chatbots more than others.

(Think Relay)

If you’re working in a company that has more than 250 employees, it’s less likely that your company will enjoy these benefits; mid-market companies usually don’t deploy chatbots. However, chatbot use statistics show us an interesting trend about smaller businesses. It seems nearly 40% of companies that have between one and 10 employees use chatbots, making them the most-frequent users.

Only 0.5% of B2B companies use chatbots.

(Think Relay)

B2B companies are not into chatbot services. As many as 99.5% of these companies didn’t deploy chatbots in 2018. And what are the consequences? Well, some research has shown that it’s important to make B2B sales friendlier. These companies tend to deploy conversational marketing strategies to move buyers through sales funnels using the advantages of real-time conversations.

Chatbot User Statistics

Approximately 40% of people of all ages prefer to use chatbots when shopping online.

(Tidio)

More and more chatbots are appearing across the internet. The reason for the fast-growing chatbot market is that people are more and more satisfied with this kind of customer support. Recent research has shown that all age groups enjoy shopping with the assistance of chatbots. Of shoppers aged 30-44, 49.30% say they prefer using chatbots as their communication channel when shopping online, and around 44% of shoppers aged 45-60 use the same channel.

Three in five millennials have used chatbots at least once in their lives.

(Forbes)

More than half of millennials tried out chatbots in 2018, according to chatbot use statistics by Forbes. As we already know, millennials use social media apps more than any other generation - they interact with friends via social media, get information, shop, or use apps for entertainment. They are also more open to trying new technologies and applying them in everyday life. It’s thanks largely to this generation that chatbots are becoming more and more popular.

Baby boomers are more likely to expect benefits from chatbots than millennials.

(Apiumhub)

You might be surprised to discover that baby boomers are the generation most likely to enjoy the benefits of chatbots. Many people assume that impatient millennials want technology like this, but actually baby boomers use chatbots to resolve problems more than the younger generations. Around 61% of baby boomers expect an instant response from chatbots.

27% of adults in America have used chatbots for shopping at least once in their life.

(Chatbots Magazine)

Consumers now buy basic goods, like food or clothes, using chatbots. What’s more, nearly 13% of shoppers are now buying more-expensive items using chatbots.

48.78% of female shoppers like chatbots and use them as a channel of communication when buying online.

(Tidio)

Nearly 50% of female shoppers like to use chatbots while shopping, while only 36.81% of men do the same. According to chatbot engagement statistics, 41.67% of men prefer using email over chatbots when purchasing online.

47.92% of men use chatbots if they can’t find answers to simple questions.

(Tidio)

While women use chatbots for online shopping, men are most likely to turn to this technology to get answers to simple questions.

Chatbot Growth Statistics and Social Media Platforms

63% of consumers think businesses should be on Messenger.

(Chatbots Life)

Social media platforms have become so popular in the past couple of years that the number of Facebook users is growing by the day. If you take a look at Facebook trends in 2017, you’ll see some astonishing figures. More than 1.3 billion people used Facebook Messenger, many of them for business purposes.

There were over 300,000 chatbots on Facebook in 2018.

(Venture Beat)

According to Messenger chatbot statistics, the number of chatbots increased in 2018 by 100,000 users. Business and customers combined sent around 8 billion messages a day over the past year.

BlueBot sent two million messages to more than 500,000 customers in 2018.

(Convince & Convert)

BlueBot, or simply BB bot is a Facebook Messenger chatbot launched by KLM Royal Dutch Airlines to help passengers book tickets and inform them about flights, gate changes, and other important flight-related info. The idea behind the program was to reduce customer service hours by engaging an automated chat bot. And KLM succeeded. In its first six months, BlueBot helped more than 500,000 customers, according to Facebook messenger bot stats.

More than 80% of small businesses in India and Brazil say WhatsApp helps them improve customer service and grow business.

(Sprout Social)

WhatsApp’s chatbot is among the top chatbots used specifically for business purposes. Many companies over the world have implemented this chatbot in order to improve customer support on one of the world’s most-used apps.

Frequently Asked Questions
How many chatbots are there?

According to Facebook statistics, there were 300,000 chatbots on Facebook alone in 2018. Across the web, the number of chatbots has increased dramatically over the past few years, thanks to the newest technological trends and AI development.

How many companies are using chatbots?

Statistics on chatbot usage show that by the end of 2020, 80% of companies will use chatbots.

Why are chatbots so popular?

Chatbots have become very popular because they save time and resources by automating customer support services. In this way, human agents can focus on solving more complex problems.

What is the best chatbot?

Mitsuku is the best conversational chatbot. This chatbot can chat about anything, answering users’ questions in a human-like way.

Why do people use chatbot?

People use chatbots for different purposes. Online chat bots are used for 24/7 customer support, which provides customers with instant responses to simple questions. Around 37% of customers use chatbots to get quick answers in case of an emergency.

Do consumers like chatbots?

Yes, consumers like chatbots. Around 67% of customers used chatbots in 2018, and by the end of 2019 more than a quarter of the population was estimated to be using some kind of chatbot support. However, chatbot statistics have shown that 46% of users would prefer to communicate with a live person instead of chatbot.

Sources

About the author

Danica’s greatest passion is writing. From small businesses, tech, and digital marketing, to academic folklore analysis, movie reviews, and anthropology — she’s done it all. A literature major with a passion for business, software, and fun new gadgets, she has turned her writing craft into a profitable blogging business. When she’s not writing for SmallBizGenius, Danica enjoys hiking, trying to perfect her burger-making skills, and dreaming about vacations in Greece.

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(Statista) We highly appreciate Etsy’s gender awareness and diversity politics, especially nowadays when women were only 5% of the CEOs appointed globally in 2020. Namely, the eCommerce giant has been trying to increase the number of women in leadership positions and on its Board of Directors. As of December 2020, 47.7 percent of its employees were female, along with 45.3% male workers and 7% that were classified as ‘other.’ Statistics on Etsy's global corporate demography indicate that the board positions are equally occupied by both males and females, with a 50-50% ratio.  In 2020, 81% of Etsy sellers identified as women. (Statista) (Etsy) The figures certainly show how one-sided the sellers’ market is, probably because women dominate the handmade arts & crafts niche. When it comes to Etsy users, statistics on the sellers used to favor women even more in the past. According to a report from 2015, as many as 86% of the sellers on the platform were female. 71% of Etsy sellers consider it important to grow their business sustainably and responsibly. (Etsy) Sustainability and value-driven manufacturing practices are essential to Etsy's community, as reflected in the items being sold on the site. This new approach to business resulted in self-organizing into online support groups. Nearly a quarter of Etsy sellers worldwide joined one of more than 10,000 Etsy Teams worldwide, where they can seek and provide support and collaboration opportunities.  97% of Etsy sellers run their shops from home. (Statista)  2020’s  Etsy statistics reveal that 97% of sellers run their shops from home. At the same time, 69% of respondents had started their Etsy shop as a way to supplement their income. For many Etsy sellers, their businesses are their primary source of income, and 69% of them consider their shop a business. More than half (55%) are multi-channel sellers.  Revenue and Sales Statistics Although Etsy's sale statistics recently didn't quite match the boom in 2020, the company is still going very strong. The pandemic has brought about a renewed interest in handmade and vintage items, increasing the platform’s popularity significantly in recent years. With a 25% seller share, Home & Living is the most popular category on Etsy. (Statista) Looking at the best-selling items on Etsy and their generated revenue, Statista compiled a list of the most popular categories among handmade Etsy sellers worldwide as of June 2020.  According to Etsy sales statistics by category, home and living is on the top of the list with a 25% seller share. This is followed by art and collectibles, which accounted for 21%, jewelry with 15%, and clothing with an 11% share.  The least popular group of products were pet supplies, electronics & accessories, and shoes, which accounted for only 1% of sellers each.  In 2020, Etsy was the eighth largest retail website in terms of online traffic. (Statista) The big dog among eCommerce websites, Amazon.com, had almost 3.68 billion visitors per month in 2020 followed by eBay.com with 1.01 billion visits on average each month. eBay, Rakuten, and Samsung also scored highly on the list.  With a monthly traffic average of 289.33 million visits, Etsy statistics had even top sellers jealous, contributing greatly to the platform’s huge revenue increase during that year. In 2020, Etsy generated $1.7 billion in total revenue. (Statista) The revenue of the online marketplace amounted to $1.7 billion in 2020, which represents a surge of more than 100 percent compared to the year before. Etsy had a market capitalization of $7.46 billion in 2019, just seven years after its official launch. According to industry experts, marketplace revenues (including sales listing and transaction fees), third-party payment processor fees, and seller service revenues are the company's main revenue streams.  Etsy’s annual net income in 2021 reached $493 million. (Statista) Looking at the Etsy sales statistics for 2021, there was a massive increase over the $349 million it made in 2020, which itself dwarfed 2019’s $95.89 million. The company is clearly doing something right, and at this rate, the future of eCommerce on the platform is looking very bright. Top sellers on Etsy earn $10,000 per year or more. (The Verge) Amid the many stories from Etsy's sellers regarding their earnings, the conclusion is that the most successful merchants earn $10,000 or more on the platform. Etsy shop statistics vary wildly between the various categories on the site, though. According to some top sellers, they get charged a flat 12% advertising fee that they cannot opt out of. This fee is 15% for other sellers, but that charge is optional.
By Danica Djokic · April 19,2022
Call centers are an inescapable element of running almost every customer-centric business. Regardless of whether you are offering a product or a service or using a call center to market them, you need to provide a line of communication with your customers.  Not all support and call centers actually require a phone line. Call center statistics show that the industry has moved online to a large degree, and many other trends are emerging as companies strive to provide a better customer experience.  Let’s see some of the most important stats about the call center industry in 2022. Call Center Industry Statistics - Key Findings The global market value of call centers is estimated to reach $496 billion by 2027. 87% of employees in call centers report high-stress levels at their job. The contact center software market will be worth $149.58 billion by 2030. Businesses lose approximately $75 billion yearly because of poor customer service. 35% of customers want customer support agents to help them resolve issues in one interaction. General Call Center Operation Statistics Call centers are an essential industry nowadays, especially as many people turn to customer support. After all, the world has made a significant shift toward performing most of its daily life online. So let's check some of the most important stats about this industry. The global market value of call centers is estimated to reach $496 billion by 2027. (Report Linker) Research suggests that the industry's value will keep increasing at a projected CAGR rate of 5.6% between 2020 and 2027. In-house call center solutions have a 5.5% projected growth rate during the same period, while outsourcing will grow by 5.9%. In 2020, US call centers accounted for 29.49% of the global call center market. (Report Linker) The overall global market was valued at $339.4 billion in 2020, with the US share at approximately $100.1 billion in 2020. Other notable markets worldwide were China, Japan, Canada, and Germany, all with strong growth estimates.  Almost a quarter of all call centers in the US made less than $250 million in 2020. (Statista) 24%, to be precise. 13% earned more than $25 billion. 4% made between $15 and $25 billion, while 19% earned anywhere from $5 to $15 billion, and another 19% made between $1 and $5 billion. The contact center software market will be worth $149.58 billion by 2030. (Grand View Research, Inc) According to call center statistics for software, the industry's market size is $28.09 billion in 2022, up from $23.9 billion in 2021. If it continues following the estimated CAGR of 23.2% between 2022 and 2030, it should reach a staggering $149.58 billion by 2030. In 2020, US call center businesses employed 2.83 million people. (Statista) The number of employees in the call center businesses grew steadily from 2014 when 2.51 million people worked in this industry. This trend changed in 2020, though, which saw a drop in the number of employees in the contact center industry compared to 2019’s 2.92 million. Businesses lose approximately $75 billion yearly because of poor customer service. (Forbes)  Based on research in NewVoiceMedia’s 2018 “Serial Switchers” report, Forbes announced in 2018 that many customers were abandoning companies due to poor customer service. Recent research conducted by Salesforce shows that 91% of customers will make another purchase at the same company after a good customer service experience.  In comparison, 70% said they would not buy a product from a company with long wait hours for customer support. If your company is struggling with similar issues, consider investing in call tracking software. Call Center Stats on Customer Satisfaction  Customer support is an essential part of providing a quality service, and companies need to pay close attention to customer satisfaction in this area. The following stats tell us more about customer preferences regarding call centers and support. 77% of customers appreciate proactive customer service. (Zippia) On top of wanting instant support, customers also expect customer representatives and sales reps to anticipate their needs and address them accordingly. Companies that can do that are much more popular with customers. 76% of customers prefer using different support channels depending on context. (Salesforce) According to the call center analysis by Salesforce, email is still the most popular customer support channel, followed by phone and in-person support. Online chat and mobile apps take fourth and fifth place, respectively. 78% of customers don’t like support agents that sound like they are reading from a script. (Zippia) Personalized sales and support communication has been the key for a while now. 52% of customers expect custom-tailored offers at all times, and 66% want the companies “to understand their unique needs and expectations.”  This is no small feat, especially for the largest call center companies serving thousands of customers. Ensuring your company uses good call center software is only half the battle. You’ll still need quality support agents who can convince your customers that their needs are important to your company. 50% of customers believe that the customer service and support from most companies need a major overhaul. (Salesforce) While half of the customers expect better customer support, 60% agree that companies need to improve their trustworthiness, and 55% think companies should work more on their environmental practices. Statistics show that companies focusing on “making the world a better place” always do well. Surprisingly, improving the product was ranked lower, as was using better technology and working on the overall business model. 35% of customers want customer support agents to help them resolve issues in one interaction. (Microsoft’s 2020 Report) Quick problem resolution should be one of the most important call center metrics. Over a third of customers in a Microsoft survey from 2019 said that resolving issues in one interaction should be a priority for the customer support team. 31% claimed that getting a knowledgeable agent is the most important, and 20% said that not having to repeat the same information is crucial. The latter seems like a growing problem, as more than half of customers felt that the departments providing support are not always in sync.  These are definitely the key call center metrics that every company should pay attention to. 92% of consumers hesitate when buying a product if it has no customer reviews. (Fan & Fuel) Worse still, 35% might not buy a product at all after reading just one negative review. According to Zendesk, word of mouth is also extremely powerful: 95% of customers will tell others about a bad experience, and 87% will share good ones.  Unfortunately, another survey shows that 79% of consumers who shared their poor online experience with customer support got ignored. Companies making this mistake should consider hiring a good reputation management service, as it will help improve their sales in the long run. Must-Know Information About Call Center Workers Despite the push toward automatization, live agents are still the pillars of any good customer support team. Here are some stats about the call center workforce. There were approximately 286,696 call center agents employed in the US in 2021. (Zippia) The majority of call centers are located in Texas, or more specifically in Dallas and Houston. The average age of a call center employee is 40 years. Furthermore, 67.2% of all agents are women, while 27.9% are men. 87% of employees in call centers report high stress levels at their job. (Cornell University) Handling customer requests every day is not an easy job. Customer support agents are typically the first line of defense against angry customers, leading to very alarming call center stress statistics. 80% of agents experience angry customers blaming them for things out of their control.  Undefined expectations, lack of incentives, and boredom with mundane, repetitive tasks cause agents to be miserable at work, which, in return, translates into poorer customer experience stats across the board. The average salary of a call center employee is $27,765 per year. (Zippia) Salaries for new agents start at around $20,000 per annum. Those of the 10% top-performing agents can go up to $36,000 or more. The turnover rate for call center agents is over 40% globally. (ICMI) (Mercer) When these call center turnover statistics are compared to the 22% average turnover rate across all industries in the US, it’s easy to see that job satisfaction levels in call centers are troublingly low. Companies need to look into ways of making the job less stressful for their employees and using modern technologies such as AI bots to help facilitate communication with customers. Call Center Technology Trends Good implementation of modern technologies is essential for improving call center statistics and metrics. Let’s check how big of a role software plays in customer support these days.   90% of businesses that use it find live chat software helpful for streamlining call center operations.  (Zippia) According to Zippia’s findings published in December 2021, 29% of all businesses and 61% of those in the B2B sector already use live chat software. 32% of businesses are implementing CRM systems to boost sales and enhance customer relationships. (Zippia) Customer Relationship Management software has an excellent track record of increasing customer engagement. Unfortunately, according to customer service and call center metrics, only a third of businesses make use of it currently. Considering that 31% of customer support teams think that their companies see their work as an expense rather than an opportunity to increase sales, this is not all that surprising. 87% of global organizations that implemented AI did so believing it would give them an advantage over the competition. (Statista) According to Statista, almost 90% of the organizations that implemented AI did so to keep up with the competition, while only 63% did so due to customer demand. Pressure to reduce costs was also a major factor (72%), along with the ability to move into new business spheres (78%). In 2020, 37% of all messages to brand social media accounts were related to customer service issues. (Sprout Social) (Statista) However, most messages (59%) were positive, as customers wished to express their happiness with an excellent experience they’ve had with the brand.  Call center statistics show that in 2020, 75% more customers used  Instagram to message businesses, while Facebook saw a 20% growth in this category. If you are considering implementing social media into customer support options, keep in mind that 18% of customers expect an immediate response; it might be worth investing in social media management tools to help your support team out.
By Vladana Donevski · April 11,2022

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CloudForTech - Beyond the Technology
5 months ago
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THANK YOU FOR SHARING THIS..... THIS IS SO HELPFULL