Customer Experience Trends and Statistics 2022: Shaping the Year Ahead

Customer Experience Trends and Statistics 2022: Shaping the Year Ahead

Nikita Rohira

March 24th, 2022

Why do you keep going to the same cafe every time? Probably, because you like the food, ambiance, and service. Also, customers now prefer brands that offer a customer-first experience. There are various ways and platforms to improve your customer experience. For example, bringing in a self-service portal since 8 out of 10 consumers are willing to do business with brands offering self-service.

The ultimate goal is to turn your visitors into customers and keep them coming back. For that, it’s essential to know the factors that affect CX and what trends are shaping the customers’ demands and their overall perception towards businesses.

To help, we’ve rounded up customer experience statistics and trends that will help you understand the strategies, tools, and technologies required to improve customer service. These stats and trends will provide you with a glimpse of what the future holds for CX.

1. Factors Affecting Customer Experience

While it’s true that CX promotes loyalty, retains customers, and helps with brand advocacy, improving it is challenging. You need to look for the factors such as interactions, response time, design, customer understanding, knowledge sharing, pricing, value, and customer service that help customers make better decisions. Consider these stats to strengthen your CX strategies.

  1. 75 percent of customers prefer personalized products and services over standard options.

  2. If the customer service is excellent, 78 percent of customers will forgive a company for one mistake.

  3. 88 percent expect businesses to initiate digital connections due to COVID-19.

  4. 66 percent of customers expect companies to understand their needs and expectations.

  5. 83 percent prefer flexible shipping and fulfillment options.

  6. Convenience is more important than a brand for 71 percent of customers.

  7. 2021 has witnessed a 40 percent increase in digital interactions.

Source: Salesforce 2020

The above stats show that great experience revolves around the kind of service businesses offer. If your approach is smooth, your customers are going to stick by. If not, attracting new customers is more expensive than retaining old ones.

Tips to Improve Customer Experience

  • Focus on the website’s UI and UX
  • Streamlined customer service
  • Improve technical skills
  • Learn to empathize with customers
  • Improve customer interactions
  • Seek customer feedback
  • Take proactive steps
  • Deliver prompt services
  • Encourage engagement
  • Offer quality services at the best prices

2. Impact of COVID-19 on Customer Service and Experience

  1. Support tickets rose from 6 percent in 2020 to 90 percent as of August 2021.

  2. Helpdesk interactions have increased on WhatsApp by 111 percent, SMS 15 percent, social media 10 percent, and chat 10 percent.

  3. 48 percent of organizations created more content for customer engagement in 2020.

  4. 40 percent of customers reported buying more online during the pandemic.

  5. 82 percent of US customers want more human interactions in the future.

  6. COVID-19 has increased the prioritization for customer service as the major factor to choose a brand for 50 percent of the US customers.

  7. 30 percent say that they would stop using the products/services of the brand that doesn’t implement sustainable practices.

  8. 44 percent of customers are increasing the digital transformation.

  9. For 73 percent of consumers, CX is the deciding factor for purchase. 72 percent are even likely to share the experience with others if CX is favorable.

3. Changing Customer Behavior and Demands in 2022

  1. 69 percent of customers prefer stores to have a mobile device for immediate purchases and responses.

  2. 80 percent of customers expect a response within 24 hours. At the same time, 85 percent expect businesses to respond within 6 hours.

  3. 96 percent of customers expect businesses to solve their issues without repeating twice.

  4. 56 percent of users prefer chatbots over customer support.

  5. Chatbots can reduce the customer interaction cost by $0.70.

  6. 71 percent of customers found text messaging to communicate with brands effective. While 70 percent want to use mobile messaging for troubleshooting issues.

  7. 62 percent of customers shop online more now than before the pandemic.

  8. 66 percent of millennials prefer to get immediate solutions via social media.

What You Should Do?

  • Optimize social media for customer support.
  • Create quick replies.
  • Be available 24*7.
  • Leverage tools and technologies like chatbots, AR and VR, portals, etc.
  • Implement self-service.

4. Changes in Customer Service Strategies

Do you know that 89 percent of customers compete on customer service only?

Since automation and self-service took center stage, businesses have made drastic changes to improve customer service and experience as a whole. Use the stats below to get better results.

  1. 88 percent of consumers prefer brands that offer tailored experiences.

  2. 76 percent expect consistent interactions across departments.

  3. 52 percent of buyers say that sales reps lack adequate knowledge of their business.

    Source: Salesforce

  4. AI technology can enhance business productivity by 40 percent.

  5. Customers aged 18 to 49 years prefer live chat over phone calls, messages, or other forms of support.

  6. The satisfaction rate with live chats is 94.11 percent in Mexico, 93.5 percent in Australia, and 88.4 percent in Canada.

Tools and Technologies to Include

  • Leverage self-service portal.
  • Integrate chatbots, collaboration and engagement tools, and features like in-app messaging, knowledge management, document sharing, community forums, etc.
  • Provide omnichannel experience.

5. Benefits of Self Service

Self-service solutions like portals are ideal for businesses that have to handle a large number of customer requests. It helps reduce overhead costs, minimize waiting time, satisfy customers and attract more by offering them what they need. Here are a few self-service statistics you should thoroughly examine to achieve desired results.

  1. 39 percent of B2B buyers prefer a self-service option.

  2. Customer interactions begin online for 49 percent of the US customers.

  3. 70 percent of individuals try to resolve queries themselves before contacting customer service.

  4. 86 percent of users are satisfied with the services that digital assistants offer.

  5. 85 percent of future interactions won’t involve humans for customer service interactions.

Tips to Make Self-Service Better

  • Understand customer journey
  • Ensure your self-service portal is easy to use
  • Offer short and long term incentives
  • Create a strong brand identity
  • Keep the knowledge base up-to-date
  • Consider the look and feel
  • Gather feedback
  • Gain valuable insights, measure outcomes and not activities

6. Customer Experience Trends

For 84 percent of customers, CX is as important as the products and services they are using. Hence, if you want to exceed your customers’ expectations, here are some trends to look for.

1. Omnichannel is the New Reality

Customers want to move from social media to SMS and portal without hiccups. They don’t want an interruption in the communication. So, you would see many businesses offering omnichannel experiences to their customers. For instance, let customers seek help through social media and offer help on the same channels. You can have dedicated service accounts on social media like Team Nike – Nike’s Twitter handle.

You can consider their needs and try different platforms to connect with customers. See what works for you – social media, email, surveys, in-app messaging, calls, or whatsoever.

2. Growth of Personalization to Improve Engagement

While customer service and interactions have automated, customers still expect businesses to have a human and personal touch. Personalized messaging with customers’ names and recommendations based on their preferences and history is likely to increase. According to 90 percent of marketers, personalization contributes to business profitability. 70 percent of customers feel frustrated if the contribution is impersonal. To improve, you can use data, send personalized emails, create meaningful forms and thank you pages, encourage real-time chats, provide context-based support, take feedback, and recommend products and services.

3. Privacy and Data Security to Reform Loyalty

Forrester dubs 2022 as the ‘Year of the Grand Pivot’ as businesses offer CX that values privacy and individual interactions. During online purchases, customers share private information like name, contact details, account details, payment details, etc., and brands have to ensure that the data is safe during online purchases. Implementing security measures and including features such as role-based access, two-factor authentication, etc., will help you build your customers’ credibility.

Last but not least, experiment with tools, techniques, and strategies because change is not constant. After the pandemic, you can never rely on the same ideas and concepts. Find out what works for your customers and evolve.

You will have ample opportunities to grow only if you’re ready to embrace whatever comes your way. So, be open to change and experiment.


All product and company names are trademarks™, registered® or copyright© trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

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