{"id":32450,"date":"2020-12-31T10:23:39","date_gmt":"2020-12-31T10:23:39","guid":{"rendered":"https:\/\/www.proprofsdesk.com\/blog\/?p=32450"},"modified":"2026-02-01T18:22:08","modified_gmt":"2026-02-01T18:22:08","slug":"help-desk-statistics","status":"publish","type":"post","link":"https:\/\/dev.proprofsdesk.com\/blog\/help-desk-statistics\/","title":{"rendered":"50 Help Desk Statistics You Need to Know in 2026"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">If you think the answer to meeting the ever-growing customer expectations is limited to a low price or a fantastic product, think again.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Customer service has become a key player when it comes to offering a wholesome experience to customers. Within the last decade, how businesses assist their customers has undergone a complete revolution.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">From recording customer problems manually to managing all customer service channels under the same roof with the <\/span><a href=\"https:\/\/www.proprofsdesk.com\/blog\/ai-help-desk-software\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>best AI help desk software<\/b><\/a><span style=\"font-weight: 400;\">, we have surely come a long long way.<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/KWcP8iF9FHA\" width=\"800\" height=\"450\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">By adopting the<\/span> <a href=\"https:\/\/www.proprofsdesk.com\/blog\/best-help-desk-software-for-small-businesses\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>best help desk software for Small businesses<\/b><\/a><span style=\"font-weight: 400;\">, more and more businesses are able to find light at the end of the tunnel.<\/span> <span style=\"font-weight: 400;\">You might think you&#8217;re ready to <\/span><a href=\"https:\/\/www.proprofsdesk.com\/blog\/how-to-setup-help-desk-software\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>set up help desk<\/b><\/a><span style=\"font-weight: 400;\">, but you&#8217;ll want to review these essential helpdesk statistics and trends first.<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When we bring our attention to the current help desk market and the overall customer service landscape, we realize that a formidable amount of research has been conducted to date.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To save you from the pain of scanning through never-ending infographics and reports, we have created a comprehensive list of the top help desk statistics.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To save you from the pain of scanning through never-ending infographics and reports, we have created a comprehensive list of the top help desk statistics. Let\u2019s check them out.&nbsp;<\/p>\n\n\n\n<p>1. <a href=\"#industry\">Help Desk Industry Watch<\/a><\/p>\n<p>2. <a href=\"#automation \">Help Desk Automation Statistics<\/a><\/p>\n<p>3. <a href=\"#customer\">Help Desk Customer Experience Statistics<\/a><\/p>\n<p>4. <a href=\"#challenges\">Help Desk Challenges<\/a><\/p>\n<p>5. <a href=\"#communication\">Help Desk Communication Channels<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>It\u2019s time to explore the stats that speak a thousand words.&nbsp;<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"industry\"><span class=\"ez-toc-section\" id=\"Help_Desk_Market_Watch_Statistics\"><\/span><strong>Help Desk Market Watch Statistics<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><strong>1.<\/strong> <span style=\"font-weight: 400;\">The market for <\/span><a href=\"https:\/\/www.proprofsdesk.com\/blog\/help-desk-management\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>help desk management<\/b><\/a><span style=\"font-weight: 400;\"> software is expected to reach USD 11 billion by 2023.<\/span> (Source: <a href=\"https:\/\/www.transparencymarketresearch.com\/help-desk-solutions-market.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Transparency Market Research<\/a>)<span id=\" The market for help desk software solutions is expected to reach USD 11 billion by 2023. \" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>2.<\/strong> Help desk employees who receive consistent training and are made to engage in career-path planning are more satisfied in the workplace. (Source: <a href=\"https:\/\/www.thinkhdi.com\/library\/supportworld\/2017\/metric-of-month-agent-job-satisfaction.aspx\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">MetricNet<\/a>)<span id=\"Help desk employees who receive consistent training and are made to engage in career-path planning are more satisfied in the workplace.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>3.<\/strong> 37% of organizations provide their service desk employees with performance-based raises. Another 27% provide inflation-based raises. (Source: <a href=\"https:\/\/www.servicedeskinstitute.com\/insight-resource\/benchmark-report\/\" target=\"_blank\" rel=\"noopener nofollow\">SDI<\/a>) <span id=\"37% of organizations provide their service desk employees with performance-based raises. Another 27% provide inflation-based raises.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>4.<\/strong> IT service desks capitalizing on machine learning enhanced technologies will free up to 30% of support capacity. (Source: <a href=\"https:\/\/www.gartner.com\/en\/documents\/3232017\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Gartner&nbsp;<\/a>)<span id=\"IT service desks capitalizing on machine learning enhanced technologies will free up to 30% of support capacity.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>5.<\/strong> Only 24 percent of respondents think that existing ITSM best practices have kept up with the changing IT and business landscapes. (Source: <a href=\"https:\/\/www.manageengine.com\/products\/service-desk\/itsm-future-survey-report.html?quotes\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">ManageEngine<\/a>)<span id=\"Only 24 percent of respondents think that existing ITSM best practices have kept up with the changing IT and business landscapes.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>6.<\/strong> Cost-per-ticket for support teams ranges from $2.93 to $49.69. Whereas the average ticket cost accounts for $15.56. The average cost per minute for handling a ticket is $1.60.(Source: <a href=\"https:\/\/www.thinkhdi.com\/library\/supportworld\/2017\/metric-of-month-service-desk-cost-per-ticket.aspx\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">MetricNet<\/a>)<span id=\"Cost-per-ticket for support teams ranges from $2.93 to $49.69. Whereas the average ticket cost accounts for $15.56. The average cost per minute for handling a ticket is $1.60\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>7.<\/strong> Most support teams measure their performance through customer satisfaction survey results (48%) and number of tickets resolved (39%).(Source: <a href=\"https:\/\/www.servicedeskinstitute.com\/insight-resource\/benchmark-report\/\" target=\"_blank\" rel=\"noopener nofollow\">S<\/a><a href=\"https:\/\/www.servicedeskinstitute.com\/insight-resource\/benchmark-report\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">D<\/a><a href=\"https:\/\/www.servicedeskinstitute.com\/insight-resource\/benchmark-report\/\">I<\/a>)<span id=\"Most support teams measure their performance through customer satisfaction survey results (48%) and number of tickets resolved (39%)\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>8<\/strong>. For growing companies, improving the customer experience (55% of respondents) and increasing operational efficiency (53% of respondents) are the top initiatives driving IT investments.(Source: <a href=\"https:\/\/www.cio.com\/article\/3518901\/state-of-the-cio-2020.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">State of the CIO 2020<\/a>) <span id=\"For growing companies, improving the customer experience (55% of respondents) and increasing operational efficiency (53% of respondents) are the top initiatives driving IT investments. \" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>9.<\/strong> 44% of businesses have already started a digital-first approach to customer engagement.(Source: <a href=\"https:\/\/www.clickz.com\/digital-transformation-2019-primer\/224247\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Clickz.com<\/a>) <span id=\" 44% of businesses have already started a digital-first approach to customer engagement. \" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>10.<\/strong> A mere 19% of companies have employed a dedicated customer experience team that helps bridge gaps in the business.(Source: <a href=\"https:\/\/www.genesys.com\/resources\/genesys-state-of-customer-experience-research?cid=7010B000001SQkJ\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Genesys<\/a>) <span id=\"A mere 19% of companies have employed a dedicated customer experience team that helps bridge gaps in the business. \" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>11.<\/strong> Over the next two years, 56% of companies will have a significant proportion of their support team working from home.(Source: <a href=\"https:\/\/www.deloittedigital.com\/content\/dam\/deloittedigital\/us\/documents\/blog\/blog-20190513-2019%20globalcontactcentersurvey.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Deloitte<\/a>) <span id=\"Over the next two years, 56% of companies will have a significant proportion of their support team working from home.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"automation \"><span class=\"ez-toc-section\" id=\"Help_Desk_Automation_Statistics\"><\/span><strong>Help Desk Automation Statistics<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><strong>12.<\/strong> Around 32% of major businesses around the world have adopted AI customer service technologies, the second most common use of AI after IT. (<a href=\"https:\/\/www.tcs.com\/artificial-intelligence-to-have-dramatic-impact-on-business-by-2020\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Tata Consultancy Services<\/a>)<span id=\"Around 32% of major businesses around the world have adopted AI customer service technologies, the second most common use of AI after IT.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>13.<\/strong> More than half of executives surveyed (53%) believe that moving aspects of their contact center capabilities to the cloud is an impeccable technology strategy. (Source:<a href=\"https:\/\/www.deloittedigital.com\/content\/dam\/deloittedigital\/us\/documents\/blog\/blog-20190513-2019%20globalcontactcentersurvey.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Deloitte<\/a>) <span id=\"More than half of executives surveyed (53%) believe that moving aspects of their contact center capabilities to the cloud is an impeccable technology strategy.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>14.<\/strong> <span style=\"font-weight: 400;\">Less than 60% of organizations use <\/span><a href=\"https:\/\/www.proprofsdesk.com\/blog\/help-desk-automation\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>help desk automation<\/b><\/a><span style=\"font-weight: 400;\"> in their service desk.<\/span>&nbsp;This means that outages are either reported by other groups or by affected customers.(Source: <a href=\"https:\/\/www.thinkhdi.com\/~\/media\/HDICorp\/Files\/Industry-Reports\/state-of-todays-IT-2017.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">HDI<\/a>) <span id=\"Less than 60% of organizations use automated alerts and reporting in their service desk. This means that outages are either reported by other groups or by affected customers.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>15.<\/strong> 25% percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across multiple engagement channels by 2020.(Source: <a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2018-02-19-gartner-says-25-percent-of-customer-service-operations-will-use-virtual-customer-assistants-by-2020\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Gartner<\/a>) <span id=\"25% percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across multiple engagement channels by 2020.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>16. <\/strong>About 75% of companies plan to invest in automation technologies such as Artificial Intelligence and process automation. (Source: <a href=\"https:\/\/www.deloittedigital.com\/content\/dam\/deloittedigital\/us\/documents\/blog\/blog-20190513-2019%20globalcontactcentersurvey.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Deloitte<\/a>)<span id=\"About 75% of companies plan to invest in automation technologies such as Artificial Intelligence and process automation.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>17. <span style=\"font-weight: 400;\">Customer service agents who work along with <\/span><a href=\"https:\/\/www.proprofsdesk.com\/blog\/ai-help-desk-management\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>AI help desk management<\/b><\/a><span style=\"font-weight: 400;\"> have experienced a 69% improvement in their satisfaction.<\/span><\/strong>&nbsp;(Source: <a href=\"https:\/\/genbin.genesys.com\/old\/resources\/Artificial_Intelligence_With_The_Human_Touch_v2.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Forrester<\/a>) <span id=\"Customer service agents who work along with AI have experienced a 69% improvement in their satisfaction. \" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>18<\/strong>. The cost of manually handling a help desk ticket is $22. However, with the help of automation, 22% of total service desk tickets can be resolved at practically no cost. (Source: <a href=\"https:\/\/www.bmc.com\/blogs\/service-desk-automation\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">BMC<\/a>) <span id=\"The cost of manually handling a help desk ticket is $22. However, with the help of automation, 22% of total service desk tickets can be resolved at practically no cost.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>19.<\/strong> Around 70% of cloud contact center users cite security and compliance as the biggest reasons to invest in cloud technology. (Source: <a href=\"https:\/\/www.aberdeen.com\/cmo-essentials\/five-reasons-why-contact-centers-move-to-the-cloud\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Aberdeen<\/a>) <span id=\"Around 70% of cloud contact center users cite security and compliance as the biggest reasons to invest in cloud technology. \" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>20.<\/strong> More than one in three companies say customers and prospects prefer to complete a purchase or resolve service issues without speaking to a human agent, if possible. (Source: <a href=\"https:\/\/www.oracle.com\/webfolder\/s\/delivery_production\/docs\/FY16h1\/doc35\/CXResearchVirtualExperiences.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Oracle<\/a>) <span id=\"More than one in three companies say customers and prospects prefer to complete a purchase or resolve service issues without speaking to a human agent, if possible.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>21.<\/strong> Chatbots and natural language processing will save businesses more than $8 billion per year by 2022. (Source: <a href=\"https:\/\/www.ibm.com\/blogs\/watson\/2017\/05\/chatbots-customer-service-will-help-businesses-save-8-billion-per-year\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">IBM<\/a>) <span id=\"Chatbots and natural language processing will save businesses more than $8 billion per year by 2022.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"customer\"><span class=\"ez-toc-section\" id=\"Help_Desk_Customer_Experience_Statistics\"><\/span><strong>Help Desk Customer Experience Statistics<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><strong>22.<\/strong> Customers are willing to spend 17% more with a company that offers outstanding customer service. (Source: <a href=\"https:\/\/about.americanexpress.com\/press-release\/wellactually-americans-say-customer-service-better-ever\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">American Express<\/a>) <span id=\"Customers are willing to spend 17% more with a company that offers outstanding customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>23.<\/strong> About 30% of respondents believe that the most crucial aspect of customer service is speaking with a knowledgeable and friendly agent. (Source: <a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Microsoft<\/a>) <span id=\"About 30% of respondents believe that the most crucial aspect of customer service is speaking with a knowledgeable and friendly agent.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>24.<\/strong> Around 77% of customers will be willing to recommend a brand to a friend or family after having a single positive experience. (Source: <a href=\"https:\/\/experiencematters.blog\/2017\/02\/23\/customer-experience-leads-to-recommendations-charts-for-20-industries\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Temkin Group<\/a>) <span id=\"Around 77% of customers will be willing to recommend a brand to a friend or family after having a single positive experience.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>25. <\/strong>68% of customers say that a brand\u2019s perception becomes positive when they send proactive customer service notifications to them. (Source: <a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Microsoft<\/a>) <span id=\"68% of customers say that a brand\u2019s perception becomes positive when they send proactive customer service notifications to them.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>26.<\/strong> According to 62% of customers, service insight and knowledge is key to a good customer service experience. (Source: <a href=\"https:\/\/about.americanexpress.com\/press-release\/wellactually-americans-say-customer-service-better-ever\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">American Express<\/a>) <span id=\"According to 62% of customers, service insight and knowledge is key to a good customer service experience. \" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>27.<\/strong> 52% of customers revealed that they have made an additional purchase from a company after a positive customer service experience. (Source: <a href=\"https:\/\/d16cvnquvjw7pr.cloudfront.net\/resources\/whitepapers\/Zendesk_WP_Customer_Service_and_Business_Results.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Dimensional Research<\/a>) <span id=\"52% of customers revealed that they have made an additional purchase from a company after a positive customer service experience. \" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>28.<\/strong> Businesses that offer delightful customer experiences, drive revenues 4% to 8% higher than those of their competitors. (Source: <a href=\"https:\/\/www.bain.com\/insights\/are-you-experienced-infographic\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Bain<\/a>) <span id=\"Businesses that offer delightful customer experiences, drive revenues 4% to 8% higher than those of their competitors.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"challenges\"><span class=\"ez-toc-section\" id=\"Help_Desk_Challenges\"><\/span><strong>Help Desk Challenges<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><strong>29.<\/strong> Overall, 84% of customers say that being treated like a person, not a ticket, is very important to winning their business. (Source: <a href=\"https:\/\/www.mediapost.com\/publications\/article\/324816\/consumers-say-treat-us-like-people-not-numbers.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Mediapost<\/a>) <span id=\"Overall, 84% of customers say that being treated like a person, not a ticket, is very important to winning their business.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>30.<\/strong> 71% of Americans say the communications they receive from brands never, rarely, or only sometimes feel personal. (Source: <a href=\"https:\/\/www.prnewswire.com\/news-releases\/only-40-of-personalized-messages-feel-personal-periscope-by-mckinseys-consumer-research-across-us-uk-germany-and-france-reveals-682148461.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">PR Newswire<\/a>) <span id=\"71% of Americans say the communications they receive from brands never, rarely, or only sometimes feel personal. \" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>31.<\/strong> 67% of customer churn is preventable if brands resolve customer issues in the first contact itself. (Source: <a href=\"https:\/\/www.ameyo.com\/blog\/customer-experience-statistics-which-will-impact-your-business-in-2016\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Ameyo<\/a>) <span id=\"67% of customer churn is preventable if brands resolve customer issues in the first contact itself.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>32. <\/strong>According to 31% of global respondents, the need to repeat their information multiple times is the most frustrating aspect of their customer service experience. (Source: <a href=\"https:\/\/www.statista.com\/statistics\/810573\/share-of-customers-by-poor-customer-service-experiences\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Statista<\/a>) <span id=\"According to 31% of global respondents, the need to repeat their information multiple times is the most frustrating aspect of their customer service experience.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>33.<\/strong> 20% of global respondents consider the difficulty in reaching a live human agent as the most frustrating part of contacting a business for support. (Source: <a href=\"https:\/\/www.statista.com\/statistics\/810573\/share-of-customers-by-poor-customer-service-experiences\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Statista<\/a>) <span id=\"20% of global respondents consider the difficulty in reaching a live human agent as the most frustrating part of contacting a business for support.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>34. <\/strong>Six in 10 people who interacted with a chatbot said they knew they were communicating with one due to the robotic and artificial nature of the responses. (Source: <a href=\"https:\/\/www.mediapost.com\/publications\/article\/290971\/whats-a-chatbot-most-americans-dont-know.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Media Post<\/a>) <span id=\"Six in 10 people who interacted with a chatbot said they knew they were communicating with one due to the robotic and artificial nature of the responses.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>35. <\/strong>One in three customers (33%) say they will walk away from a brand after just once poor experience. (Source: <a href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">PWC<\/a>) <span id=\"One in three customers (33%) say they will walk away from a brand after just once poor experience.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>36.<\/strong> 49% of American customers switched companies last year due to poor customer service. (Source: <a href=\"https:\/\/www.newvoicemedia.com\/blog\/the-62-billion-customer-service-scared-away-infographic\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">New Voice Media<\/a>) <span id=\"49% of American customers switched companies last year due to poor customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>37.<\/strong> 75% of companies believe themselves to be customer-centric, however, only 30% of customers agree. (Source: <a href=\"https:\/\/www.capgemini.com\/resources\/the-disconnected-customer-what-digital-customer-experience-leaders-teach-us-about\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Capgemini<\/a>) <span id=\"75% of companies believe themselves to be customer-centric, however, only 30% of customers agree. \" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"communication\"><span class=\"ez-toc-section\" id=\"Help_Desk_Communication_Channels\"><\/span><strong>Help Desk Communication Channels<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Email Support Statistics<\/strong><\/h3>\n\n\n\n<p><strong>38. <\/strong>The number of global email users is expected to grow to a whopping 4.48 billion users by 2024. (Source: <a href=\"https:\/\/www.statista.com\/statistics\/255080\/number-of-e-mail-users-worldwide\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Statista<\/a>)&nbsp;<span id=\"The number of global email users is expected to grow to a whopping 4.48 billion users by 2024.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>39. <\/strong>54% of customers used email for customer service last year, making it the most used digital channel for customer service. (Source: <a href=\"https:\/\/www.forrester.com\/report\/2018+Customer+Service+Trends+How+Operations+Become+Faster+Cheaper+And+Yet+More+Human\/-\/E-RES142291\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Forrester<\/a>) <span id=\"54% of customers used email for customer service last year, making it the most used digital channel for customer service.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>40.<\/strong> 57% of customers are more likely to contact businesses via digital media such as email or social media rather than use voice-based customer support. (Source: <a href=\"https:\/\/www.ameyo.com\/blog\/customer-experience-statistics-which-will-impact-your-business-in-2016\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Ameyo<\/a>)<span id=\"57% of customers are more likely to contact businesses via digital media such as email or social media rather than use voice-based customer support.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Live Chat Statistics<\/strong><\/h3>\n\n\n\n<p><strong>41. <\/strong>Companies that scored 90% or higher for customer satisfaction over live chat had an average wait time of just 46 seconds.(Source: <a target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Forbes<\/a>) <span id=\"Companies that scored 90% or higher for customer satisfaction over live chat had an average wait time of just 46 seconds\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>42. <\/strong>Live chat is the most favored customer support channel for shoppers aged between 18 to 49. (Source: <a href=\"https:\/\/www.gartner.com\/en\/marketing\/insights\/daily-insights\/how-to-nail-customer-service\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Gartner<\/a>) <span id=\"Live chat is the most favored customer support channel for shoppers aged between 18 to 49. \" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>43. <\/strong>30% of American consumers rate chatbot interactions as \u201cvery effective\u201d in dealing with customer service requests or issues. (Source: <a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Microsoft<\/a>) <span id=\"30% of American consumers rate chatbot interactions as \u201cvery effective\u201d in dealing with customer service requests or issues.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Knowledge Base Statistics<\/strong><\/h3>\n\n\n\n<p><strong>44.<\/strong> 40 percent of customers prefer self-service over human contact. (Source: <a href=\"https:\/\/www.forbes.com\/sites\/blakemorgan\/2015\/01\/19\/moving-from-transactional-to-meaningful-customer-relationships\/2\/#2aef24a03ad3\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Forbes<\/a>)<span id=\"40 percent of customers prefer self-service over human contact.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>45.<\/strong> A significant proportion of customers prefer knowledge bases over all other self-service channels. (Source: <a href=\"https:\/\/www.forrester.com\/report\/2018+Customer+Service+Trends+How+Operations+Become+Faster+Cheaper+And+Yet+More+Human\/-\/E-RES142291\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Forrester<\/a>) <span id=\"A significant proportion of customers prefer knowledge bases over all other self-service channels.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>46.<\/strong> 91% of customers would use a self-service knowledge base if it were available and tailored to their needs. (Source: <a href=\"https:\/\/www.socialmediatoday.com\/social-business\/importance-self-service-customer-support-social-era\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Social Media Today<\/a>) <span id=\"91% of customers would use a self-service knowledge base if it were available and tailored to their needs. \" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Social Media Statistics<\/strong><\/h3>\n\n\n\n<p><strong>47.<\/strong> Around 48% of customers expect a brand to respond to their social media questions and complaints within 24 hours. (Source: <a href=\"https:\/\/www.statista.com\/statistics\/808477\/expected-response-time-for-social-media-questions-or-complaints\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Statista<\/a>) <span id=\"Around 48% of customers expect a brand to respond to their social media questions and complaints within 24 hours.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>48. <\/strong>33% of respondents aged 18-34 have contacted a company\u2019s customer service team via social media. (Source: <a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Microsoft<\/a>) <span id=\"33% of respondents aged 18-34 have contacted a company\u2019s customer service team via social media.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>49.<\/strong> 31% of customers report reaching out to a business via Twitter. (Source: <a href=\"https:\/\/lmistatic.blob.core.windows.net\/document-library\/boldchat\/pdf\/en\/forrester-2018-customer-service-trends.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">Forrester<\/a>) <span id=\"31% of customers report reaching out to a business via Twitter. \" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<p><strong>50.<\/strong> The average service desk spends 68.5% of its budget on staffing costs and only 9.3% on technology. (Source: <a href=\"https:\/\/www.thinkhdi.com\/library\/supportworld\/2017\/metric-of-month-agent-utilization.aspx\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">MetricNet<\/a>). <span id=\"The average service desk spends 68.5% of its budget on staffing costs and only 9.3% on technology.\" class=\"twtr tweetShare\">Tweet this<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Help_Desk_Statistics-_Numbers_that_Never_Lie\"><\/span><strong>Help Desk Statistics- Numbers that Never Lie!&nbsp;<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In today&#8217;s hyper-competitive business environment, it&#8217;s important to know what your customers want and the possible consequences of not living up to their expectations.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Whether it is about the rising popularity of social media channels or the rapid adoption of automation, the stats discussed above will help you streamline<\/span> <a href=\"https:\/\/www.proprofsdesk.com\/blog\/help-desk-workflow\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>helpdesk workflow<\/b><\/a><span style=\"font-weight: 400;\"> and improve response times.<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">On one hand, we see that amazing technology in the form of chatbots, self-service portals are catching customer&#8217;s attention. On the other hand, most customers still crave a personal support interaction that has a human touch.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you think the answer to meeting the ever-growing customer expectations is limited to a low price or a fantastic product, think again. Customer service has become a key player when it comes to offering a wholesome experience to customers. Within the last decade, how businesses assist their customers has undergone a complete revolution.&nbsp; From&#8230;<\/p>\n","protected":false},"author":14,"featured_media":32451,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[20],"tags":[],"class_list":["post-32450","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-help-desk"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>50+ Help Desk Statistics You Should Know in 2026<\/title>\n<meta name=\"description\" content=\"Explore key help desk statistics on market trends, automation, customer experience, and more. Use these stats to improve your help desk strategy.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/dev.proprofsdesk.com\/blog\/help-desk-statistics\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"50+ Help Desk Statistics You Should Know in 2026\" \/>\n<meta property=\"og:description\" content=\"Explore key help desk statistics on market trends, automation, customer experience, and more. Use these stats to improve your help desk strategy.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/dev.proprofsdesk.com\/blog\/help-desk-statistics\/\" \/>\n<meta property=\"og:site_name\" content=\"ProProfs Help Desk Blog\" \/>\n<meta property=\"article:published_time\" content=\"2020-12-31T10:23:39+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-01T18:22:08+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/dev.proprofsdesk.com\/blog\/wp-content\/uploads\/2020\/12\/Help_desk_statisctics-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"758\" \/>\n\t<meta property=\"og:image:height\" content=\"335\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"ProProfs Editorial Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"ProProfs Editorial Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"50+ Help Desk Statistics You Should Know in 2026","description":"Explore key help desk statistics on market trends, automation, customer experience, and more. 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With our commitment to quality and integrity, you can be confident you're getting the most reliable resources to enhance your customer support initiatives.","sameAs":["shivangi@proprofs.com"],"url":"https:\/\/dev.proprofsdesk.com\/blog\/author\/editorial-team\/"}]}},"_links":{"self":[{"href":"https:\/\/dev.proprofsdesk.com\/blog\/wp-json\/wp\/v2\/posts\/32450","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dev.proprofsdesk.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/dev.proprofsdesk.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/dev.proprofsdesk.com\/blog\/wp-json\/wp\/v2\/users\/14"}],"replies":[{"embeddable":true,"href":"https:\/\/dev.proprofsdesk.com\/blog\/wp-json\/wp\/v2\/comments?post=32450"}],"version-history":[{"count":42,"href":"https:\/\/dev.proprofsdesk.com\/blog\/wp-json\/wp\/v2\/posts\/32450\/revisions"}],"predecessor-version":[{"id":43747,"href":"https:\/\/dev.proprofsdesk.com\/blog\/wp-json\/wp\/v2\/posts\/32450\/revisions\/43747"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/dev.proprofsdesk.com\/blog\/wp-json\/wp\/v2\/media\/32451"}],"wp:attachment":[{"href":"https:\/\/dev.proprofsdesk.com\/blog\/wp-json\/wp\/v2\/media?parent=32450"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dev.proprofsdesk.com\/blog\/wp-json\/wp\/v2\/categories?post=32450"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dev.proprofsdesk.com\/blog\/wp-json\/wp\/v2\/tags?post=32450"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}