All The Stats
Customer service is a data-driven industry. Check out the stats below to see how your KPIs can improve.
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.
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
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.
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.
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.
The average adult spends a total of 23 hours a week texting.