2013’s New Need To-Know Online Customer Service Statistics

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2013’s New Need To-Know Online Customer Service Statistics

  1. 1. 2013’s New Need-to-KnowOnline Customer ServiceStatistics
  2. 2. EXPECTATIONS FOR SPEED OF SERVICE…If they don’t receiveit, 48% willabandon the site71% expect assistance withinfive minutes(2013 LivePerson Connecting with Customers Report)
  3. 3. Top TenElements ofa GreatOnlineExperience10
  4. 4. ELEMENTS OF A GREAT ONLINE EXPERIENCEGetting my issue resolvedquickly (82%)1(2013 LivePerson Connecting with Customers Report)
  5. 5. ELEMENTS OF A GREAT ONLINE EXPERIENCEGetting my issueresolvedin a singleinteraction(56%)2(2013 LivePerson Connecting with Customers Report)
  6. 6. ELEMENTS OF A GREAT ONLINE EXPERIENCEDealing with a friendlycustomer servicerepresentative (45%)3(2013 LivePerson Connecting with Customers Report)
  7. 7. ELEMENTS OF A GREAT ONLINE EXPERIENCEBeing ableto follow upwith the sameperson ifnecessary(37%)4(2013 LivePerson Connecting with Customers Report)
  8. 8. ELEMENTS OF A GREAT ONLINE EXPERIENCEBeing able to record,print, save a copy ofthe interactionwith the brand (28%)5(2013 LivePerson Connecting with Customers Report)
  9. 9. ELEMENTS OF A GREAT ONLINE EXPERIENCEHaving follow-up after the inquiry toensure I am satisfied (27%)6(2013 LivePerson Connecting with Customers Report)
  10. 10. ELEMENTS OF A GREAT ONLINE EXPERIENCEProvidingme withcustomizedoffers(27%)7(2013 LivePerson Connecting with Customers Report)
  11. 11. ELEMENTS OF A GREAT ONLINE EXPERIENCEBeing able todo other thingswhile my issueis resolved(21%)8(2013 LivePerson Connecting with Customers Report)
  12. 12. ELEMENTS OF A GREAT ONLINE EXPERIENCENot havingto speak tosomeone(17%)9(2013 LivePerson Connecting with Customers Report)
  13. 13. ELEMENTS OF A GREAT ONLINE EXPERIENCEHaving a personalizedexperience (17%)10(2013 LivePerson Connecting with Customers Report)
  14. 14. Top 5 Sources ofAssistanceConsumers Desired ..
  15. 15. SOURCES OF ASSISTANCE CONSUMERS DESIREA telephone number to callcustomer service (61%)Email address for customer service (60%)Live chat (57%)FAQ section or knowledgebase (51%)Click to call, having a liveagent call back (34%)12345(2013 LivePerson Connecting with Customers Report)
  16. 16. Half of online consumers(51%) said they wouldeither try once or give upimmediately when seekinghelp when making orconsidering an online purchase(2013 LivePerson Connecting with Customers Report)
  17. 17. FOLLOW US ATwww.parature.com/blogwww.facebook.com/paraturewww.twitter.com/paraturewww.linkedin.com/company/paraturwww.youtube.com/paratureincwww.slidesharenet.net/paraturewww.parature.com/rss

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