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Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. While they were right about the trend, today’s numbers signal that even more organizations have made CX a priority.
Your success or failure heavily depends on how you treat your customers. If their expectations are not met, they will simply move on and unfortunately, some organizations do make the mistake of taking their customers for granted. Smart businesses recognize that customers gravitate to organizations that put effort into meeting, or even exceeding, their expectations.
– Brian Cantor, Principal Analyst & CCW Digital Director, Customer Management Practice
Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. And chatbots are progressing at a rapid pace. What chat can do to enhance customer service and CX is amazing compared to just a few years ago.
Here’s the proof. At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. For 2019 we analyzed 56 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations.
We’ve summarized the key points of the report here, focusing not only on trends from 2019 but also on what we think will happen with live chat in 2020.
Key Takeaways for 2019:
Predictions for 2020:
Based on this year’s report findings, we recommend that companies focus on three areas to optimize their live chat strategy in 2020:
We’re in an age where consumers have a lot of power. The move to digital has increased competition, and the “Amazon Effect” is real. This means that not only do customers compare the service they receive from you to the best out there, they’re also demanding that service providers be there on the channels that they choose.
Regardless of which channels you choose to suit your customer base, keeping up with customer expectations also means equipping your agents with tools and insights to support your customers better.
While 70% of customers have high expectations for first call resolution (FCR), and 64% demand a low- to no-friction experience, providing quality service on a few channels is better than offering inconsistent customer service on every channel. It’s always better to put quality ahead of quantity.
Download our annual Live Chat Benchmark Report to see how you stack up and for access to live chat insights and best practices from over 56M chat interactions.Download Now