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Customer Service Statistics and Facts You Shouldn't Ignore

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up.

Below, we’ve collected key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Rather than view these statistics in a vacuum, layer them over your own experiences and the services you are currently offering. There’s a little something in the following chapters for everyone — whether you’re new and just trying to chart the way for your team or have been doing it for years.

The ROI of great customer service

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” –Jeff Bezos

Everyone wants to be known for providing excellent customer service. Not only does it feel good to be helpful, but it is a key differentiator, as the following customer service statistics show.

Customer service, when done well, has just as much impact as a strong sales funnel or excellent marketing efforts. Not only that, but if your customer service team does a fantastic job, it may help boost your other teams’ effectiveness.

It’s easier to make a sale when your customers feel supported, and word-of-mouth marketing after an extraordinary experience is one of the best pitches on the market.

Not convinced? Here are a few customer service statistics that serve to emphasize just how paramount excellent customer service can be for your bottom line:

  • 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. (HubSpot)
  • For 86%, good customer service turns one-time clients into long-term brand champions. (Khoros)
  • An NPS Promoter score has a customer lifetime value that’s %-1,% higher than a Detractor. (Bain & Company)
  • 89% of consumers are more likely to make another purchase after a positive customer service experience. (Salesforce Research)
  • 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. (HubSpot Research)
  • If the company’s customer service is excellent, 78% of consumers will do business with them again after a mistake. (Salesforce Research)
  • Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)
  • Nearly three out of five consumers report that good customer service is vital for them to feel loyalty toward a brand. (Zendesk)
  • A good nearest old national bank location service experience heavily impacts recommendations. Consumers who rate a company’s service as “good” are 38% more likely to recommend that company. (Qualtrics XM Institute)
  • Investing in new customers is between 5 and 25 times more expensive than retaining existing ones. (Invesp)
  • 83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. (Khoros)
  • Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. (Bain & Company)
  • 80% of companies use customer satisfaction scores to analyze customer experience and improve it. (Harvard Business Review)
  • 72% of companies believe they can use analytics reports to improve the customer experience. (Deloitte)
  • The customer experience management market worldwide is worth as much as $ billion in This is a % year-over-year increase from its value of $ billion in (Grand View Research)

As you can tell, excellent customer service is a name maker, no matter what your industry. It helps grow revenue, maintain customer loyalty, and improve your overall business strategy.

Key customer insights like customer satisfaction score and NPS help your customer service team improve and grow their impact. Beyond that, though, they also help your other customer-facing teams understand where they could be making improvements. Who wouldn’t want to give everyone else a leg up?

The cost of bad customer service

Now that we know how important good customer service can be for your business, it’s time to get a handle on the impact it can have when things at and t customer service phone number badly.

Just like good customer service leads to your team’s success, poor customer service sets them back. A good experience means that customers are much more inclined to go easy if another experience goes awry. The following customer service statistics help to illustrate this:

  • It takes 12 positive customer experiences to make up for one negative experience. (Ruby Newell-Legner’s ”Understanding Customers“)
  • 58% of American consumers will switch companies because of poor customer service. (Microsoft)
  • 65% of customers said they have changed to a different brand because of a poor experience. (Khoros)
  • After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. (Zendesk)
  • Only one in five consumers will forgive a bad experience at a company whose customer service they rate as “very poor.” (Nearly 80% will forgive a bad experience if they rate the service team as “very good.”) (Qualtrics XM Institute)
  • 78% of customers have backed out of a purchase due to a poor customer experience. (Glance)

Look at that last one! More than three-quarters of customers surveyed have backed out of a purchase because the customer service wasn’t as good as expected. If you showed that metric to your sales team, they would advocate for your customer service team to get as many resources as they need.

Beyond that, customer service sets the stage for the rest of your company to succeed. Your customer service’s impact is more widely felt than that of any other team. When they fail, everyone does — and your customers know it.

Caring about what customers think

It’s an ill-founded but common misconception that your customers don’t know as much as you do. While they certainly aren’t always right, they are very often at least thinking in the right direction. Similarly, they usually know when something has gone sideways or isn’t behaving the way it should be.

Your customers’ thoughts and opinions matter. They can help you build a better product, help improve your internal processes, and give you a good heads-up that they’re thinking about churning.

Here are some customer service statistics that will help you understand just what your average customer feels during or after an interaction:

  • 90% of customers rate an “immediate” response as essential or very important when they have a customer service question. 60% of customers define “immediate” as 10 minutes or less. (HubSpot Research)
  • More than 70% of consumers believe that companies should collaborate on their behalf so they don’t have to repeat information to different representatives. (Zendesk)
  • 90% of consumers worldwide consider issue resolution as their most crucial customer service concern. (KPMG)
  • 70% of customers report that technology makes it simple to take their business to a competitor if needed. (Salesforce)
  • 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. (Microsoft)
  • 71% of consumers (age ) believe that a quick response from a service team can drastically improve their customer experience. (Comm)
  • Almost 90% of customers report trusting a company whose service they rate as “very good.” On the other hand, only 16% of those who give an “inferior” rating trust companies to the same degree. (Qualtrics XM Institute)
  • 70% of the customer’s journey is based on how the customer feels they are being treated. (McKinsey)
  • 53% of shoppers believe their feedback doesn’t go to anyone who can act on it. (Microsoft)
  • A customer is four times more likely to switch to a competitor if the problem they’re having is service-based. (Bain and Company)
  • Nearly 90% of consumers trust a company whose service they’ve rated as “very good” to take care of their needs. (Qualtrics XM Institute)

There are a few metrics that stand out. The first is that most customers indicate that getting a response within 10 minutes of their request is essential or very important — that is a hugely impactful metric.

In a world where first response and resolution times are critical, how close are you to that minute mark? With this level of response rate, 71% of younger consumers believe that their experience is drastically improved — at and t customer service phone number it snowballs from there.

When you’ve created an excellent customer service experience, you gain trust, protect yourself from customers going to your competitors, and prioritize making your customers’ journeys good ones.

The second exciting statistic is that more than 70% of consumers believe that companies should collaborate on their behalf. So if a customer reaches out about an issue with an integration that they are using with your product, rather than advising them to reach out to the other product’s support team, you respond directly instead.

This level of personalization and attention to detail can significantly impact your customers, as you’ll see in the next section.

The power of a personal touch

“If a customer likes you — and continues to like you — they will continue to do business with you. If they don’t, they won’t.” – Paul Greenberg

Everyone wants to feel known. They want to believe that the people in their lives are thinking about them, considering them, and understanding their wants and needs.

This extends to your customers, too. If you go a bit above and beyond to make your customers feel seen, heard, and cared about, it can have a massive impact on their experience and your company’s bottom line.

If you can educate yourself on the user’s background and history before a call, integrate that into the customer service session. If you’re not diving deep and reviewing things like sales history or personal information, at least take the time to ask the customer’s name.

Read on to find some jaw-dropping customer service statistics around personalization:

  • 70% of customers say service agents’ awareness of sales interactions is fundamental to keeping their business. (Salesforce)
  • 80% of customers say the experience a company provides is just as necessary as its products or services. (Salesforce)
  • 63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. (Salesforce Research)
  • 59% of customers believe that companies need to provide cutting-edge digital experiences to keep their business. (Salesforce)
  • 90% of people are more likely to trust a company if they have a firm privacy policy. (Salesforce)
  • Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. (Trust Pilot)
  • 88% of people trust companies that vow not to share their personal information without permission. (Salesforce)
  • 92% of customers appreciate companies giving them control over what information is collected about them. (Salesforce)
  • 23% of businesses use social media as a tool to collect and analyze data. (Gartner)
  • 79% mills v board of education of the district of columbia customers are willing to share relevant information about themselves in exchange for contextualized interactions in which they’re immediately known and understood. (Salesforce)
  • 56% of customers don’t mind sharing their personal information in exchange for better service. (Salesforce)
  • On average, customer service agents only ask for a customer’s name 21% of the time. (Glance)

As you can see, it’s not just about how you use a customer’s personal information, although that’s important. Many customers care about how you’re aggregating data and what you do with it after you have it.

More than half of customers are comfortable sharing personal information in exchange for excellent service, but you still need to use that data carefully. After all, about 90% of customers are more likely to trust you if you’ve got a stellar privacy policy.

Personalization helps to build deeper relationships, but only if it’s done correctly. If it isn’t done correctly, you can expect your customers to talk about it.

The importance of word-of-mouth

Customers love to talk. They’ll share their good experiences, bad experiences, and everything in between. Similarly, customers like to listen.

As you’ll see in the following customer service statistics, many users trust reviews from other customers or social media responses more than they trust the marketing of your actual company.

Providing an excellent customer service experience, especially within the public eye of social media, is a massive boon to your company’s marketing efforts.

While 50% of customers don’t share their experiences on social media, 72% will talk about them in person. That number gets even higher when considering how customers talk socially about poor experiences.

Read on for some pretty impressive and shocking customer service statistics around when people do or don’t share:

  • 36% of consumers will share their customer service experience, whether good or bad. More than one-third report posting on Facebook, followed closely by Instagram. (CFI Group)
  • 87% of consumers read online reviews for local businesses in (Bright Local)
  • 72% of customers will share their good experiences with others. (Salesforce)
  • 72% of customers will tell six or more people if they have a satisfying experience. (Esteban Kolsky)
  • 94% of American customers will recommend a company whose service they rate as “very good.” (Qualtrics XM Institute)
  • 67% of customers report a terrible customer experience as the reason for switching businesses. (Esteban Kolsky)
  • Only 13% of consumers will recommend a company whose customer service they’ve rated as “very poor.” (Qualtrics XM Institute)
  • 50% of customers say they don’t share their bad or good service experiences through social media. (CFI Group)
  • 33% of consumers would recommend a brand that provides a quick but ineffective response. (Nielsen-McKinsey)
  • 78% of customers who complain to a brand on Twitter expect a response within an hour. (Lithium)
  • 13% of customers tell 15 or more people if they have a negative experience. (Esteban Kolsky)
  • 79% of customers who share their complaints online see their complaints ignored. (RightNow)
  • Only 17% of consumers would recommend a brand that provides a slow but effective solution. (Nielsen-McKinsey)
  • Only 1 in 26 customers will tell a business about their negative experience; according to customer service facts, the rest simply leave. (Esteban Kolsky)

That statistic about customers leaving without a word horrifies us every time! Consider how many negative responses you’ve had to CSAT or NPS surveys, then multiply it by 26 — scary, right?

Luckily, some pretty great current technologies make it a bit more straightforward to provide an excellent customer support experience and mine for nuggets of valuable insights as you do it.

Choosing the right support channels

Both phone and email are the tried and true channels of customer service. Back in the s, when call banks first came about, customers started getting comfortable with having a direct line to support. Then came email, providing either a single address or a group email to reach customer service teams.

Now there’s live chat, co-browsing, virtual video calls, social media mentions, and tons of newly arriving methods for customers to reach out. Which one is best for your company? Take a look at the chart below to see different channels and how often each is used by support teams and customers:

Source: Salesforce

Each channel has pros and cons. Here are some customer service statistics to help illuminate the positives and negatives for each and to help with your decision-making.

Omnichannel support

Omnichannel support is a continuous connection for customers between all of your channels. It effectively means that what someone does with a team on any channel can travel seamlessly to other channels with full context. For instance, your customer can start with a live chat and then transition seamlessly to a phone call as needed.

Omnichannel support provides an excellent experience for customers because it means that they never have to re-explain something they already told another member of your team. When done correctly, it can seem like magic:

  • 75% of customers desire a consistent experience, regardless of how they engage a company (through social media, in person, by phone, etc.). (Salesforce)
  • The effectiveness of bots in resolving issues has fallen to 28%. American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. (Microsoft)
  • 64% of customers want to shop with companies that can meet their needs in real-time. (Salesforce)
  • 64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. (Salesforce)

As you can tell, timeliness, the ability to use multiple channels, and consistency are the main benefits of omnichannel.

Phone support

Phone support is one of the oldest forms of assistance. Since the invention of the rotary phone, companies and customers alike have depended on this valuable, reliable technology. Let’s take a look at some customer service statistics around teams using phones:

  • A study has shown that more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives. (CFI Group)
  • More than 50% of customers across all age groups typically use the phone to reach out to a service team, making it the most-used channel for customer service. (Zendesk)
  • 63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. (Salesforce)
  • 51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. (Salesforce)

Although support teams heavily use traditional phone support, it seems that there are still some tools they could use more. For instance, the number of customers who prefer text messaging and mobile apps compared with the number of customer service teams that use them leaves something to be desired.

Phone support is tried and true, but the opportunities available through mobile phones seems to still be a new frontier.

Self-service support

Documentation is beneficial for assisting customers without the need for your customer services team’s intervention. For example, a customer can search in your knowledge base and find answers within minutes which, in the long run, is a much better experience than having to wait for a response in an email or live chat queue.

Unfortunately, though, when documentation isn’t done well, it can do more harm than good. Here are some customer service statistics exploring both the good and bad sides of your help docs:

  • 28% of consumers say the most frustrating issue is information that is simple but hard to find. (Drift)
  • 69% of consumers first try to resolve their issue independently, but less than one-third of companies offer self-service options such as a knowledge base. (Zendesk)
  • Customers prefer knowledge bases over all other self-service channels. (Forrester)
  • 66% of customer service teams use knowledge bases, compared to 82% of at and t customer service phone number who use knowledge bases. (Salesforce)

As you can see, most customers would rather use a knowledge base/documentation to resolve their issues, but they aren’t always able to find them. Few companies have made efforts to create documentation, knowledge bases, or other options with which customers can serve themselves.

Social media support

Despite social media’s role as a place to connect with friends and coworkers, many businesses and consumers are using it to connect as well.

Functionality like Facebook and Instagram messaging have made it easy for users to connect directly with brands in a more meaningful and authentic way than they used to. Because of that, many companies are striving to create more presence in those environments.

These two customer service statistics around social media make it easy to understand why:

  • 79% of American internet users are on Facebook, making it the most popular social media platform. (Lyfe Marketing)
  • 95% of adults between the ages of are likely to follow a brand through social media channels. (MarketingSherpa)

Think about all of the people your brand could connect with if you were to make the switch to providing customer service via social media channels?

Chat support

Chat is primarily considered to be the fastest way for consumers to get support. It feels immediate, can often be fielded by automation, and doesn’t always require a lot of bandwidth to staff. Similarly, many younger consumers prefer it over more traditional technology like phones.

If you haven’t already implemented chat within your team, here are two customer service statistics that may help you understand if it would be a good move:

  • Millennials prefer live chat for customer service over every other communication channel. (Comm)
  • 52% of customer service teams use online chat or live support, compared to 81% of customers who use online chat or live support for communicating with a company. (Salesforce)

There are many more customers who prefer to use live chat than companies who offer it! If you have the resources to implement it, chat may be at and t customer service phone number excellent opportunity to meet your customers where they are. Note that if your customers are searching for live chat and you don’t offer it, it may frustrate them even more.

Dealing with angry customers

“Our attitude towards others determines their attitude towards us.” –Earl Nightingale

Anger is a widespread and extremely difficult emotion to control. For example, one-third of people who responded to a survey about anger noted that they or someone they knew had a severe problem controlling their anger.

It may come as no surprise, then, that many of your customers, who are already in a stressful situation and need help, may become angry during an interaction.

Anger can be scary, but when you understand where it’s coming from and why it’s happening, it can be easier to handle. For example, many customer service team members could benefit from reminding themselves that the customer is angry about the situation that led them to the interaction, rather than the interaction itself.

For a few more reminders about anger within the context of customer service and how certain behaviors can lead to more profound customer anger, check out these customer service statistics:

  • 21% of people waiting at a hospital pharmacy decided to fill their prescription elsewhere because they had to wait too long. (Sage Journals)
  • Nearly 70% of customers are irritated when their call is transferred from one department to another. (Zendesk)
  • Feeling unappreciated is the #1 reason customers switch products and services. (New Voice Media)
  • 33% of customers are most frustrated by having to wait on hold, and 33% are most frustrated by having to repeat themselves to multiple support reps. (HubSpot Research)
  • 70% of unhappy customers whose problems are resolved are willing to shop with a business again. (Glance)
  • Nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. (Zendesk)
  • 62% of customers would prefer to “hand out parking tickets” than wait in an automated phone tree for service or have to repeat themselves multiple times to different team members. (HubSpot)
  • 35% of customers have become angry when talking to customer service. (American Express)
  • 27% of Americans report that ineffective service is their number one customer service frustration. (Statista)
  • 12% of Americans rate their number one service frustration as “lack of speed.” (Statista)
  • 72% of customers say that explaining their problems to multiple people is poor customer service. (Dimensional Research)
  • 79% of consumers who used online feedback to complain about a poor customer experience were ignored. (Harris Interactive)
  • 84% of customers report that their expectations had not been exceeded in their last interaction with customer service. (Harvard Business Review)
  • 78% of customers have given up on a transaction because of a negative customer experience. (American Express)
  • 67% of customers end a call in frustration when they cannot reach a customer service representative. (Glance)

Most customer frustration seems to stem from waiting union savings bank mt washington having to repeat themselves. What are some ways you might be able to speed up support interactions or provide additional context for team members to work against these two common issues?

Putting some processes in place may help you work on these customer service statistics in the future. Preemptively addressing customer concerns and frustrations before they occur is a mark of a truly high-performing customer service organization.

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Coinbase users slam new customer service phone support: 'It was a joke'

LOS ANGELES – After thousands of customer service complaints, Coinbase started a new live phone support line. But numerous customers remain frustrated with the company after its latest effort to address their concerns.

Take Erick and Molly Richardson, for example.

The text message on Erick's phone alarmed him so much that he pulled over to the side of the road. It was a sunny afternoon in July.

The retired attorney clicked on the message which said someone had logged into his account. He logged on, and soon got an email that his two-factor authentication had been changed, meaning his security settings had likely been compromised.

Then the nightmare got worse.

He and his wife, Molly, had saved nearly $ million in cryptocurrencies. Suddenly, a fraudster started withdrawing all their bitcoin investments, about $, as Erick watched. And there was nothing he could do.

"I was panicked. It was that feeling I haven't had in a long time," Erick said, acknowledging the text message was likely a phishing attack to obtain his account information.

Coinbase customers Erick and Molly Richardson lost about $, in cryptocurrencies when their account was taken over by a fraudster.

The Richardsons could not call Coinbase for help because when the account takeover happened in July, the company only offered email support. A CNBC investigation in August found thousands of customers' accounts were hacked and they were left hanging by the company, according to government records and interviews. Coinbase, which went public in April, has a market cap of more than $50 billion.

Sinceusers have filed more than 12, complaints against Coinbase with the Federal Trade Commission, Consumer Financial Protection Bureau and the Better Business Bureau, mostly related to customer service, according to public records. An additional 1, complaints have been filed since August.

Other cryptocurrency exchanges have faced similar complaints, but less numerous than the complaints for Coinbase, which is the largest exchange in the U.S.

Coinbase, responding to criticism that customers couldn't talk to anyone at the company, set up the live support line in August. However, dozens of customers whose accounts were hacked and drained told CNBC the so-called help didn't result in their problem getting resolved.

In the Richardsons' case, Erick said it took only about 20 minutes for the fraudsters to withdraw 21 Bitcoin in different transactions.

Erick reported the theft to Coinbase, which locked the account. But he said for more than two months, no one reached out to help the couple get their money back or unlock the account.

"I still have no idea how it happened," he said.

In September, the Richardsons called the new Coinbase phone support line. The agent told Erick that he didn't have access to the case file and suggested he respond to the last email from Coinbase, which he had already answered. The minute call ended not with a resolution, but with more frustration.

"It was a joke; it just makes me a little more angry. And there's nobody who has any decision-making power at customer service," Erick said. "They just can't help out a lot. You know what Coinbase did two days after I got hacked? They sent me a customer survey and they asked me to rate their service."

Coinbase customers around the country told similar stories to CNBC since the live phone support began.

For example, customer Marc Boulos said in an email that "the live support is only for accounts that are actively locked; since my account is no longer locked, I can't even reach live support even if I try to do so."

"The system recognizes that the account associated with my phone number is not locked and doesn't let me reach live support," Boulos wrote.

Another customer, Don Pirtle, called the phone line "a joke."

And after unsuccessfully trying to restore access to his account, allied savings bank contact number Conrad Yiu said, "It seems like they've failed in every single part."

A Coinbase spokesperson said in a statement that the company will deliver "global phone support for all customers, and live messaging by end of year. Our goal is to be the most trusted and easy to use platform in the crypto economy, but we recognize the challenges some of our customers have experienced with their Coinbase accounts. Improving our customer experience continues to remain a top priority."

"In most cases, Coinbase does not cover any losses resulting from unauthorized access to Coinbase accounts due to a breach," which is often a phishing attack, the statement said.

Earlier this month, in a note to Coinbase customers, the company disclosed that funds were stolen from about 6, customers in a phishing attack that took place from March to May The hackers took "advantage of a flaw in Coinbase's SMS Account Recovery process in order to receive an SMS two-factor authentication token and gain access to your account."

A company spokesperson said: "We immediately fixed the flaw and have worked with these customers to regain control of their accounts and reimburse them for the funds they lost. These large-scale, sophisticated phishing attacks are on the rise, and we strongly recommend anyone that uses online financial services to remain vigilant and take the necessary steps to protect their online identity."

Asked about the security of Coinbase accounts, the spokesperson said, "While some Coinbase customers unfortunately have fallen victim to phishing attacks and account takeovers, at no point have attackers breached Coinbase's security infrastructure." 

Experts say there are alternative ways to store cryptocurrency that are essentially hack-proof.

A move that would have helped protect the Richardsons and others is moving cryptocurrency from an exchange, like Coinbase, to what is known as cold storage, or moving crypto offline.

"I've beaten myself up every day because I have my friends' voices in my head. 'Erick, put it on cold storage.' And I just didn't," Erick said.

Nicole DeCicco, who helps clients secure their cryptocurrency through her company CryptoConsultz, says cold storage is virtually hack-proof. Crypto owners get a private key, which is like a password, to store that key offline.

"A cold storage or a cold wallet is completely disconnected from the internet. It is sometimes a device that you connect to your computer," she said. "When you union savings bank mt washington your funds in cold storage, you own those funds. … They're offline, away from hackers."

Nicole DeCicco helps clients secure their cryptocurrency through her company CryptoConsultz.

"I like to tell my clients that just like you might pull money out with your ATM card, you can always load from your cold storage wallet into a hot wallet. But if we're talking a significant amount of money, really the best practice is to keep it in cold storage," she said.

DeCicco said setting up exchange accounts is easy but setting up cold storage takes more work. To set up cold storage, many investors buy a device for this purpose. It then needs to be loaded with a private key and safely stored, such as in a vault.

While cold storage is more secure, it has its own issues. Owners can lose passwords, or the device can break.

The Richardsons, after additional email exchanges with Coinbase, said access to their account was eventually restored. And the company did send them some money back.

But it wasn't what they expected. The company put $ worth of Bitcoin in their account.

"It felt like they kicked sand in my face," Erick Richardson said. "Is there even anybody senior at Coinbase looking at this? Somebody make a calculation and said, 'OK, this is what happened to this guy. He lost 21 bitcoin. Let's give him $"

Please email tips to [email protected]

-- CNBC's Angelica Serrano-Roman and Nadine El-Bawab contributed to this report.

Correction: Erick and Molly Richardson had saved nearly $ million in cryptocurrencies. An earlier version misstated the figure.

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Find the best way to get help and connect with USPS®. Fill out a short form or get tips to fix some of the most common issues right from your computer.

If you still need more help, see the contact information for technical support, Postal Store orders, and more.

A man sitting at a computer looking at the computer screen.

Use our online form to answer a few questions about your issue. Please provide as much detail as you can.

Find the nearest USPS location by city and state or ZIP Code. Get contact information, hours, and more.

Postal facilities are closed on federal holidays. See a list of all upcoming USPS holidays and events.

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Connect with our customer service representatives to help resolve your issue and get back on track.

Email: USPS® Customer Service
Call: ASK-USPS® ()

Hours of Operation
Monday – Friday 8 AM – PM ET
Saturday 8 AM – 6 PM ET

Federal Relay Services – TTY Access for Deaf & Hard of Hearing
Individuals who are deaf, hard of hearing, deaf-blind, or have speech impairments can communicate with USPS by using the Federal Relay’s TTY services. Connect with the Federal Relay using the following toll-free numbers:

  • – TTY/ASCII for persons with hearing and speech impairments
  • – for persons with hearing and speech impairments who wish to speak only in Spanish
  • – for hearing persons with speech impairments

For more details and a full list of TTY services, go to Federal Relay TTY.

The Technical Support team can help when a website application or form doesn't work properly. If you have trouble using one of the following, please give us a call.

  • Click-N-Ship®
  • File a Claim
  • PO Boxes
  • The Postal Store®
  • USPS accounts

Hours of Operation
Monday – Friday 8 AM – PM ET
Saturday 8 AM – 6 PM ET

Informed Delivery Support
If you need help with your Informed Delivery service, please email Informed Delivery User Support.

To see the most recent status of your packages, enter your tracking number in any search box on

NOTE: The tracking information available to customer service representatives is the same information you will see on USPS Tracking®. If you’d like to speak with a representative about another issue with your package, please call us.

Hours of Operation
Monday – Friday 8 AM – PM ET
Saturday 8 AM – 6 PM ET

To get help with stamps or other USPS merchandise, please see the following resources:

Call with questions about stamps or orders placed online through The Postal Store®.

Hours of Operation
Monday – Friday 8 AM – 8 PM ET
Saturday 8 AM – 6 PM ET
Closed Sundays and Postal Holidays

Call to order free shipping boxes, envelopes, and postal forms, or to report a problem with your shipping supply order.

Hours of Operation
Monday – Friday 7 AM – 11 PM ET
Saturday 7 AM – 6 PM ET


Let Us Help You

Telephone assistors can help with many topics but see the list of topics our assistors can’t address.

Verify your identity when you call

Our representatives must verify your identity before discussing your personal information.

Have the following ready when you call:


  • Social Security numbers (SSN) and birth dates
  • Individual Taxpayer Identification Number (ITIN) for taxpayers without a Social Security number
  • Filing status – single, head of household, married filing joint, or married filing separate
  • Prior-year tax return
  • Tax return you’re calling about
  • Any correspondence we sent to you

Third parties calling for someone else

Third parties calling for a deceased taxpayer

IRS phone number - Call Wait Times

Filing Season
(January - April)

  • Telephone service wait times can average 15 minutes. Some telephone service lines may have longer wait times.
  • Telephone service wait times are higher on Monday and Tuesday, during Presidents Day weekend and around the April tax filing deadline.

Post-Filing Season
(May - December)

  • Telephone service wait times can average 27 minutes. Some telephone service lines may have longer wait times.
  • Telephone service wait times are generally higher on At and t customer service phone number and Tuesday.

Our help lines are open Monday through Friday. Residents of Alaska and Hawaii should follow Pacific time. Phone lines in Puerto Rico are open from 8 a.m. to 8 p.m. local time.


7 a.m. to 7 p.m. at and t customer service phone number time


7 a.m. to 7 p.m. local time

Non-profit taxes

8 a.m. to 5 p.m. local time

Estate and gift taxes (Form /)

8 a.m. to p.m. Eastern time

Excise taxes

​​​​​8 a.m. to 6 p.m. Eastern time

Overseas callers
Use our International Services page. 

Callers who are hearing impaired

Interpretation Services
If you can't find the answers to your tax questions on, we can offer you help in more than languages with the support of professional interpreters. For assistance in Spanish, call For all other languages, call You will reach an IRS assistor who can:

  • Provide an interpreter over the phone, or
  • Schedule an appointment for you at one of our local Taxpayer Assistance Centers so you can get help face-to-face. Please note, our local offices provide assistance only on specific topics.

Requesting a face-to-face meeting for help
You can make an appointment at an IRS local office to get help. Appointment times vary by tax issues and office locations. 

To help protect taxpayers and employees, the COVID Screening Tool is available for people to self-screen for symptoms relative to the novel Coronavirus. This tool is for optional use by IRS employees, taxpayers, tax professionals and others prior to entering an IRS facility. The IRS is committed to protecting against further spread of COVID, and we encourage people to use this self-screening tool prior to visiting IRS facilities.

You can find the office closest to you with our Taxpayer Assistance Locator tool. Once you find your local office, see what services are available. Then, call to schedule an appointment.

IRS offices are closed on federal holidays.

Free Tax Return Help Available
Certain taxpayers may qualify to get free tax return preparation and electronic filing help at a location near where they live. For more information, see Volunteer Income Tax Assistance and Tax Counseling for the Elderly.

Taxpayer Advocate Service
If you’re having tax problems because of financial difficulties or immediate threat of adverse action and you haven’t been able to resolve them with the IRS, the Taxpayer Advocate Service (TAS) may be able to help you.


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