7 Key Findings on Latest
Customer Service Trends
Demand for live chat increased
by 43.41% in 2016
Businesses using live chat had 43.41% more chats with customers in 2016.
This equals to an increase of 4.11% in the number of chats with customers
for an average business.
Summers are slower than the Holiday
Shopping Season on live chat
Companies can expect the lowest amount of chats in June, which increased only
by 33.72% in 2016, and the Highest During the Holiday Shopping Season, which
saw 53.74% more chats in the November-December period of 2016.
Businesses still are not fully utilizing
the potential of live chat
Whenever a customer wants to start a chat on LiveChat and there is no agent
online, a ticket is created. The huge increase in tickets in 2016 (up by 86.29%)
suggests that businesses could get even more chats if they had more agents online.
Tech companies set the customer
satisfaction bar at 92.91%
Tech companies set the new bar for best customer satisfaciton. IT, Software and
Web Hosting businesses produced the best results in 2016, with up to 92.91%
customer satisfaction, which is the score to beat in 2017.
Fast response time is a big part of the
customer satisfaction formula
Out of the 12 industries that scored an increase in customer satisfaction in 2016,
9 of them sped up their first response time. Response time and handling cases in
one touch seem to be the two biggest indicators of good customer service.
Australian companies lead in
Australian businesses provided the best customer service on average in 2016.
On average, 91.35% of customers of an Australian business are satisfied with
the received service.
US companies are closing on 91%
average customer satisfaction score
The current customer satisfaction score to beat for a US-based company is 90.84%.
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