News by Topic
- Search Marketing
- Email Marketing
- Loyalty Marketing
- Mobile Marketing
- Social Marketing
- Viral Marketing
- Trends & Ideas
- Internet Marketing 101
Live chat customer service satisfaction rates high
The number of consumers currently using digital touchpoints for customer service is low compared to the use of traditional channels. However, higher satisfaction rates among digital users suggest consumers are likely to return to this channel again and again.
In a survey of 2,000 consumers for the latest Customer Service Benchmark report from eDigitalResearch, digital customer service channels such as live chat, email and social media were all ranked as the top three ways to contact a brand.
A quarter (26%) of the survey respondents had used live chat to communicate with a brand within the last 12 months and satisfaction rates were high. Three-quarters (73%) said they were 'extremely satisfied' or 'satisfied' with the level of service live chat afforded them.
The findings also revealed that today, 30% of consumers expect live chat to be an option to contact a company.
According to eDigitalResearch's commercial director, Derek Eccleston, the easier a company makes it for a consumer to contact a company the more satisfied that consumer will be with "no long-winded automated systems, repetitive hold music or lengthy waiting periods".
"Brands who are executing their live chat touch point well are clearly signaling to users when an customer service agent is available and how long they may have to wait, as well as allowing them to remain anonymous if needs be so that they can talk openly and honestly about their issues, queries or complaints," said Eccleston.
Image via Shutterstock
- Retailers can convert 'window shoppers' with real-time analytics
- Mobile use during dining experience researched
- Ad Roundup: Programmatic making strides
- Report: Mobile shoppers do it in bed
- Reports highlight what may, may not work this holiday
- Study: Shoppers don't trust traditional marketing
- Top tips to build buzz from online events
- Early success for Instagram advertising
Featured White Papers
- What should drive email Frequency
eDataSource compares certain quarterly email activity and engagement metrics across four similar retailers, based on our visibility into the email...
- The Design Advantage
Design is more than just an artistic endeavor. It is a philosophy and culture that influences every business decision. Companies...