2009 Consumers Wait Times 
Comm100
FEBRUARY 1, 2023
Live chat has gained popularity in recent years, with 73% of consumers saying that it is the most satisfactory way to communicate. 90% of consumers say that when they interact with a brand online, they expect an immediate response. 76% of consumers are more likely to engage with brands when they feel understood on a personal level.
Alida
APRIL 5, 2017
These technologies together enable users to plan and execute various aspects of their Disney trip, from tickets and dining reservations to finding out wait times and skipping long ride lines. Combine the ubiquity of mobile devices and the power of gamification , and it’s no wonder consumers have fueled the explosion of mobile apps.
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Comm100
NOVEMBER 13, 2022
One survey found that 90% of consumers now rate an immediate response as either “important” or “very important” when they need a customer service question answered. . A key benefit of chatbots is their ability to automate the repetitive but time-consuming work, allowing agents to focus on more complex or valuable tasks.
Comm100
NOVEMBER 13, 2022
While offering just phone or email support was once accepted, consumers today expect far more. Today’s consumers are no longer satisfied with organizations offering just one or two customer service channels. 67% of consumers used social media for service-related needs in 2020, and this is growing.
Comm100
MARCH 27, 2023
During non-peak periods, the additional support capacity that chatbots provide allows faster resolutions to student queries and reduced wait times. For requests handled entirely by chatbots, students see no wait times, as a single chatbot can respond to an unlimited number of simultaneous chats with no delay.
CSM Magazine
NOVEMBER 27, 2020
Waiting times. Panellists were asked about the impact on call waiting times and customer satisfaction levels as their contact centre colleagues adjusted to working from home. Cathal is an engineer who loves applying emerging technology to solve everyday problems.
Interactions
JULY 22, 2021
A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. While initially sympathetic, consumers are now tired of being told that their long wait times on the phone or late deliveries are simply “because of Covid”.
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