All The Stats

Customer service is a data-driven industry. Check out the stats below to see how your KPIs can improve.

Stats and Numbers from Teckst Clients

4 Million Texts

Teckst is processing more than 4 million customer service texts each month, saving customers from thousands of hours of hold times, and saving enterprises millions of dollars.

Zero New Hires

Customer service teams have hired zero additional resources to cover texts. The deflection from phone calls actually allows for easier, more-consistent staffing.

180 Cases/Hour

Agents assigned to handle text tickets solve 180 cases per hour. That’s 174 more cases than agents on phone calls.

Stats and Numbers from The Customer Service Industry

88% Investing

Percentage of customer service decision makers who said they’ll be investing in new channels for customer service in the next two years.

In The Year 2020

By the year 2020, customer experience will surpass price and product as the key brand differentiator.

60% Try Another Brand

Three out of five customers would try another brand for a better customer service experience.

70% Would Pay More

Seven out of ten customers would pay extra money to a brand to have an improved customer service experience.

67% Hungup

In the last year, 67% of customers have hung up a customer service phone call before talking to a person.

75% Demand Speed

75% of customers say they wait too long on hold to reach an agent.

80% Think They’re Superior

80% of companies believe they offer a great customer service experience.

92% Disagree

Only 8% of customers believe brands actually deliver superior customer service.

Stats and Numbers About Texting

97% of Americans

Almost every American texts every day.

8.3 Trillion Texts

People worldwide will send 8.3 trillion text messages in just this year alone. That’s almost 16 million messages per minute.

6 Billion Daily

More than 6 billion text messages are sent in the U.S. each day.

98% Open Rate

Text messages have a 98% open rate, while email has only a 20% open rate.

14% Time Texting

Texting takes up 14.1% of cell phone users’ time.

Under 5 Seconds

Text messages are read on average in under five seconds.

5 Billion Phones

75% of phones worldwide (5 billion) are text-enabled.

23 Hours/Week

The average adult spends a total of 23 hours a week texting.