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Stat Source Month/Year
69% of service agents say balancing customer service speed and quality is difficult — down from 76% in 2022 State of Service 04/2024
91% of organizations track service-generated revenue — up from 51% in 2018. State of Service 04/2024
85% of organizations expect customer service teams to contribute more revenue this year State of Service 04/2024
80% of service organizations anticipate budget increases this next year State of Service 04/2024
76% of service organizations anticipate adding headcount this year State of Service 04/2024
77% of service agents say their workload increased over the past year State of Service 04/2024
Service agents spend just 39% of their time working with customers State of Service 04/2024
79% of service organizations are investing in AI State of Service 04/2024
83% of service organizations plan to increase investments in AI this year State of Service 04/2024
93% of service professionals with AI say the technology saves them time State of Service 04/2024
86% of service agents say customer expectations are higher than they used to be
  • 81% of service agents say customers expect a personal touch more than they used to
State of Service 04/2024
61% of service professionals say their organization addresses service issues proactively — but only 33% of customers agree that the typical company does this. State of Service 04/2024
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