Canned Message Utilization
Clients are cautious in their use of canned messages, with less than half of them having used any canned messages in their chats.
Canned messages get a bad rap when agents don’t use them in appropriate situations, or take the time to personalize them to their customer. But when used appropriately, canned messages can be a great way to improve service efficiency, ensure consistency between agents, reinforce compliance measures, or even act as a knowledge repository to help new agents train.
Of those who used canned messages, most used between 2-5 messages within a chat. It seems for those clients who’ve implemented canned messages thoughtfully, they have ended up being helpful enough to lead clients to drive their use extensively throughout chats.
Proactive Chat Acceptance Rate
Proactive chat continues to be used by companies across countries and industries to reach out to their browsing website visitors.
Overall proactive chat acceptance rates sit at around 7%. However, there’s significant variation over industries: Government & Nonprofits had the highest acceptance rate of 26.46%, followed by 22.98% of the eCommerce industry and 9.92% of the Telecoms industry.
Meanwhile, the Healthcare industry has the lowest acceptance rate at 1.69%.
Mobility Matters: Mobile Chats
Mobile technology has changed the world and transformed how customers interact with businesses, and our data shows that the trend to mobile is continuing.
On average, 43.78% of chat queries were received from mobile devices in 2017. It’s clear that customers are shifting from a desktop experience to one that’s increasingly mobile, so if you haven’t already – make sure that mobile has a place in your customer experience strategy for 2018.
In terms of industries Recreation led the league, with 66.92% of chat queries being received from mobile devices.
Nearly 100% of companies have chat requests from mobile devices, regardless of the country or industry. Only 6 of those companies surveyed received no chats from mobile devices.
AI in Live Chat: Chatbot
AI is an increasingly hot topic in customer service, and in line with other reports we predict that 2018 will be the year that organizations start to reap real improvements in operational costs through the implementation of AI.
An early adopter of customer-facing AI, Comm100 launched our own Chatbot 1.0 in 2017. Several of our clients have started testing this technology, and our data shows that our Chatbot was able to take up to 20% of their entire chat volume. This means that 20% of all of these clients’ chat requests were handled without the involvement of live chat agents – representing significant resource savings on the part of these companies.
In 2018, Comm100 will be launching Bot 2.0 – a major improvement on our existing Chatbot functionality, with natural language processing, machine learning and significant enhancements to our current Chatbot model. With this more advanced and intelligent Chatbot going live in early 2018, we are excited to see how wider Chatbot adoption will impact how many routine questions are handled successfully by AI.