Customer Satisfaction Rate
Our data shows that customer satisfaction is slightly down from 2016. As our customer base is growing, this change may be due to a growing data set. Regardless, it’s important to be aware that in an increasingly demanding customer service environment, the onus is on you to keep raising the bar in terms of the service you provide, to consistently meet and exceed increasingly demanding customer expectations, year on year.
Customers hate waiting. Because of this, businesses are striving to reduce the time customers have to wait before being connected to the company. Over half of the companies in our sample recorded a wait time less than 30 seconds. This shortened wait time may indicate that companies are utilizing new advances in our software such as advanced routing rules to reduce queue length and speed up the connection with visitors.
The amount of time it takes to end a chat with customers is slightly down compared to that in 2015. This shortened handle time may indicate that companies are utilizing new advances in our software such as canned messages shortcuts to reduce overall chat duration and speed up the time customers spend on chats. The fact that there isn’t a huge decrease in these stats, however, indicates that companies are recognizing the benefits of quality, considering interactions, and ensuring that where handle times drop, customer experience isn’t taking a hit too.
There has been a significant increase in the number of chats an average business has to handle during the course of a month in 2016, which is a signal that customers are increasingly choosing live chat as a preferred channel of communication with businesses.
Chats Per Agent Per Month
Live chat agents are handling more chats than ever. Our data shows that compared to last year, agents are handling 121 more chats per month. This has obvious resource implications for businesses of all kinds, as well as underlining the need for frequent, effective training to ensure your agents can improve their skills as live chat popularity grows.