Summary
- • 67% of customers hang up the phone out of frustration if they can't reach a real person.
- • The average response time in the tech support industry is 12 hours.
- • 50% of customers expect businesses to be open 24/7 for tech support.
- • Tech support scams cost Americans $55 million in 2020.
- • 90% of consumers rate an immediate response as important or very important when they have a customer service question.
- • Businesses lose $75 billion per year due to poor customer service.
- • 40% of consumers say that they've stopped doing business with a company because of poor customer service.
- • In 2018, the global customer service software market was valued at $14.1 billion.
- • 93% of customers are likely to make repeat purchases with companies who offer excellent customer service.
- • The United States has the highest number of tech support scams, accounting for 45.5% of all reported scams.
- • 70% of customers prefer to use a company's website for self-service support.
- • Over 80% of consumers actively seek out negative reviews before making a purchase, emphasizing the importance of good customer support.
- • The tech support industry is projected to reach a market size of $200 billion by 2024.
- • 59% of Americans have experienced a tech support scam, resulting in a median loss of $100.
- • 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.
They say patience is a virtue, but in the fast-paced world of tech support, it seems like 67% of customers have decided to hang up the phone on it out of frustration. With an average response time of 12 hours, its no wonder 50% of customers expect businesses to be open 24/7 for tech support. Tech support scams have cost Americans a staggering $55 million in 2020 alone, while businesses continue to bleed $75 billion per year due to poor customer service. With statistics painting a grim picture of missed connections and lost opportunities, its high time the tech support industry dialed up their game. Lets dive into the chaotic realm of customer service and see just how vital it is to keep the tech woes at bay in this multi-billion dollar market.
Average Response Time
- The average response time in the tech support industry is 12 hours.
- Tech support agents spend an average of 209 hours per year waiting for customer to show up in remote sessions.
- The median annual wage for computer support specialists in May 2020 was $55,510.
Interpretation
In the tech support industry, patience truly is a virtue – whether it's waiting an average of 12 hours for a response or spending 209 hours per year twiddling thumbs during remote sessions. And let's not forget the financial sacrifice, with computer support specialists earning a median wage of $55,510 annually. While these statistics may make you want to break out the calculator in frustration, they highlight the reality of the industry where time, both spent waiting and working, is indeed money. A tech support agent's job is a mix of skill, endurance, and a whole lot of waiting for that "ping" of acknowledgment – all for the love of untangling the technological puzzles of our digital age.
Business Hours Expectations
- 50% of customers expect businesses to be open 24/7 for tech support.
- The tech support industry is projected to reach a market size of $200 billion by 2024.
- By 2022, businesses will spend more on automation than on customer service workers.
- The global outsourced customer experience market is expected to reach $81.5 billion by 2026.
- The global market for outsourced call center services is estimated to reach $210.7 billion by 2027.
- The global software support services market is expected to reach $140.91 billion by 2027.
- The global remote support software market is projected to reach $2.3 billion by 2027.
- The global customer engagement solutions market is expected to reach $122.64 billion by 2027.
- The global market for chatbots is projected to reach $1.25 billion by 2025.
- 58% of consumers expect customer service to be available on their preferred platform 24/7.
- The Asia-Pacific tech support services market is anticipated to grow at a CAGR of 7.2% from 2021 to 2028.
- The global market for tech support industry software is forecasted to reach $12.6 billion by 2027.
- The global market for IT helpdesk software is estimated to reach $12.2 billion by 2027.
- The Asia-Pacific managed IT services market is projected to grow at a CAGR of 10% from 2021 to 2028.
- The global market for IT managed services is expected to reach $394.3 billion by 2028.
- The global market for technical support outsourcing is estimated to grow to $82.23 billion by 2027.
- The North America IT support services market is poised to expand at a CAGR of 5.3% from 2021 to 2028.
Interpretation
In a world where customers demand tech support as readily as they crave their morning coffee, businesses are scrambling to keep up with the insatiable appetite for round-the-clock assistance. As the tech support industry skyrockets towards a projected $200 billion market size, it's no surprise that automation will soon outshine human customer service representatives. With global outsourced customer experience markets and call center services on the rise, it's clear that the future of assistance lies in the hands of AI and chatbots. So, buckle up as we navigate through the maze of outsourced solutions and IT services, because in this technological era, even your morning "Hello, world!" might soon be answered by a virtual assistant. Cheers to the digital age!
Customer Frustration
- 67% of customers hang up the phone out of frustration if they can't reach a real person.
- Businesses lose $75 billion per year due to poor customer service.
- 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.
- On average, businesses lose $1.6 trillion each year due to poor customer service.
- 74% of customers have used search for customer support page, emphasizing the need for easy-to-navigate support options.
- 67% of customers hang up the phone out of frustration if they can't reach a real person.
- Up to 87% of support requests on social media are unanswered.
- 47% of customers would take their business to a competitor within a day of experiencing poor customer service.
- The average cost to businesses for each customer experience issue is $1.7 million per year.
- 66% of IT professionals say that understaffing is a major challenge in providing effective tech support.
- The average small business loses $33,000 per year due to poor customer service.
Interpretation
The numbers don't lie, and for the tech support industry, they speak volumes. From the $75 billion lost annually due to poor customer service to the staggering $1.6 trillion businesses hemorrhage each year, it's clear that failing to provide exceptional support can cost more than just a frustrated customer. With statistics showing that up to 87% of support requests on social media go unanswered and 47% of dissatisfied clients ready to jump ship to a competitor within a day, it's a harsh reality check for businesses who neglect the importance of quality customer service. Perhaps it's time for companies to dial back and reconnect with the basics – because in a world where 67% of customers will hang up if they can't reach a real person, being there for your clients can make all the difference between success and failure.
Customer Perception
- 90% of consumers rate an immediate response as important or very important when they have a customer service question.
- 40% of consumers say that they've stopped doing business with a company because of poor customer service.
- In 2018, the global customer service software market was valued at $14.1 billion.
- 93% of customers are likely to make repeat purchases with companies who offer excellent customer service.
- The United States has the highest number of tech support scams, accounting for 45.5% of all reported scams.
- 70% of customers prefer to use a company's website for self-service support.
- Over 80% of consumers actively seek out negative reviews before making a purchase, emphasizing the importance of good customer support.
- 80% of companies say they deliver exceptional customer service, but only 8% of customers agree.
- Only 29% of consumers are willing to wait more than five minutes for support via live chat.
- 58% of consumers are more likely to recommend a company that provides a quick and effective solution to their issue.
- 73% of consumers say that friendly customer service representatives can make them fall in love with a brand.
- 56% of customers have higher expectations for customer service now than they had just one year ago.
- 48% of customers expect specialized treatment for being a good customer when they contact customer service.
- 62% of organizations view customer experience provided through call centers as a competitive differentiator.
- 68% of customers would pay more for a product with great customer service.
- The number of IT support specialists in the US workforce is projected to reach 815,100 by 2028.
- 94% of customers who have a low-effort service experience will buy from that company again.
- 75% of consumers are likely to recommend a business if they had a positive experience with customer service.
- On average, companies lose 20% of their customers due to poor customer service.
- 64% of consumers expect companies to respond and interact with them in real-time.
- 46% of consumers prefer live chat for contacting customer service compared to email or social media.
- 90% of consumers trust peer recommendations, so word-of-mouth referrals are crucial in the tech support industry.
- 76% of consumers say that it's easier than ever to take their business elsewhere.
- 77% of customers say that valuing their time is the most important thing a company can do to provide good service.
- 96% of unhappy customers don't complain, however 91% of those will simply leave and never come back.
- 83% of consumers require little to no effort to get issues resolved when they contact customer service.
- Companies that offer best-in-class customer service see 105% higher customer retention rates than industry laggards.
- The remote tech support market is set to grow at a CAGR of 8.1% from 2021 to 2028.
- 42% of customers prefer communication using instant messaging apps for customer service.
- Customer satisfaction ratings for tech support are consistently lower than any other industry.
- 71% of customers expect companies to provide a self-service option for issue resolution.
- 59% of consumers would try a new company for better customer service experience.
- 68% of consumers expect businesses to anticipate their needs and preferences.
- 70% of consumers expect a company's website to include a self-service application for customer service.
- 80% of customers say the experience a company provides is as important as its products or services.
- 64% of customers expect real-time assistance regardless of the customer service channel.
- Over 70% of customers expect companies to tailor communication based on their preferences.
- 69% of consumers prefer chatbots for quick communication with customer service representatives.
- 86% of consumers are willing to pay more for better customer experience.
- 61% of customers expect companies to offer comprehensive FAQs or knowledge bases for self-service support.
- 72% of consumers expect a customer service agent to know their contact information and service history.
- 82% of customers feel more positive about a company after reading custom content.
- 53% of customers say they have higher expectations for customer service today than they did a year ago.
- 77% of consumers have a more favorable view of businesses that offer proactive customer service.
- 74% of customers have used social media to make purchase decisions based on customer service experiences.
Interpretation
In a world where customer service reigns supreme, the tech support industry is a battlefield where companies vie for customer loyalty and satisfaction. With statistics showing that immediate responses are crucial, poor service can lead to lost business faster than you can say "tech glitch." The value placed on customer service software is a testament to its importance, but despite companies boasting about their exceptional service, only a fraction of customers agree. As the US leads in tech support scams, trust and reliability are more important than ever. Customers seek out negative reviews and expect quick solutions, while friendly representatives can win their hearts. In this digital age, real-time interaction and tailored communication are key, with self-service options and proactive service becoming the norm. Businesses that excel in customer service not only retain customers but also attract new ones, as the market continues to grow and evolve. So, in the ever-changing landscape of tech support, the motto remains, "The customer is always right."
Social Media
- Customer service interactions on social media have grown by 250% in the past two years.
Interpretation
In a world where our laptops have become our lifelines and our smartphones our sidekicks, the surge in customer service interactions on social media by a staggering 250% in just two years is both a testament to the power of technology and a stark reminder of our collective dependence on it. From battling bewildering error messages to navigating the labyrinth of warranty claims, customers now expect service with a dash of wit and a sprinkle of emojis. As the tech support industry navigates this digital boom, perhaps it's time to update the old cliché to "A tweet a day keeps the IT headaches at bay."
Tech Support Scam Costs
- Tech support scams cost Americans $55 million in 2020.
- 59% of Americans have experienced a tech support scam, resulting in a median loss of $100.
Interpretation
The tech support industry seems to have mastered the art of the high-tech hustle, with tech support scams emptying wallets faster than you can say "Ctrl+Alt+Delete." It appears that nearly six in ten Americans have had the dubious pleasure of being taken for a ride by a fraudulent tech support scheme, leaving them with a lighter bank account and a heavier dose of skepticism. With a median loss of $100 per scam, it seems the tech support scammers have found the perfect balance between making a profit and testing our patience.
