5 Need-to-Know Customer Experience Statistics for Your Support Center

April 18, 2018
Archived, Productivity

Customer satisfaction is the cornerstone of the help desk’s function. When making decisions to help optimize your support center, it’s important to adopt tools and strategies that meet your customers’ simple, efficient, and solution-oriented needs.

While the temptation might be to focus on the numbers, it’s important to make sure that those numbers are backed up by a service-driven mindset.

82% of customers say the main factor in a great service experience is getting a quick solution to their issue

Understandably, users don’t want to sit on hold for long periods of time or struggle to get an answer to their question. As we discussed in our guide Three Essential KPIs to Help Desk Efficiency, it’s essential to have the bulk of your efficiency and optimization goals focused on reducing first call resolution and mean time to resolution. In doing so, you offer the most satisfactory experience to your customers.

36% of users do not contact the service desk at all, largely due to difficulty in receiving service

In our guide, Shifting Perceptions of Your Help Desk, we discuss the importance of customer effort scores in optimizing your help desk. When a third of users are more willing to suffer in silence than ask for help, it’s important to take action and make it easier to receive service. With a remote support software that only requires users to install a quick support app in a few seconds, you’ll be able to easily initiate a remote session and take control of a device to solve the problem with very little effort on the user’s side.

By spending an additional two minutes per call, companies see a long-term payoff in customer loyalty

While many support departments measure call time as a key efficiency metric, placing too much emphasis on short call times could actually hurt your customer experience. Spending an additional two minutes per call to discuss a user’s experience with product features can help you build trust and offer assistance that a customer may not even know they need. While in a remote support session, service teams can showcase features live and offer specific insights that customers can see firsthand on-screen, which further fosters trust and reduces customer effort.

Service teams interact with customers 5-15 times more frequently than sales teams

As the most frequent touch-point in a customer’s journey, the help desk becomes the key to customer retention, lead generation, and upsell opportunities. By logging every customer call in a shared CRM, the service desk can directly support sales goals. They’re able to create opportunities for sales teams to follow up on with specific upgrade opportunities or customer relationship management needs that can only be solved by sales.

Remote access software can increase first call resolution by up to 23% in one month

Since simplicity of receiving service is such a cornerstone of the help desk experience, first call resolution is a simple way to give customers the answers they need on the first try. With the ability to directly view your customer’s device you’re able to quickly diagnose the problem. And with easy implementation of TeamViewer’s remote access and support software, you can increase your first call resolution in a short period of time. Check out our Road Map for Remote Access Implementation to see how simple it is to get started.


Your help desk is the hub of customer activity and holds the keys to customer happiness and your company’s reputation. Remote access and remote support software make it easier than ever to solve your customers’ problems as efficiently as possible. Check out our help desk guides to learn more about how remote access software can help optimize your help desk, or sign up for a free trial of TeamViewer to start improving your customer experience today.



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