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Industry Research : 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.
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, May 20, 2014