2018 Consumers Wait Times 
Oracle
DECEMBER 14, 2018
To avoid overcrowded and overpriced stores, smart consumers shop online. In fact, according to the 2018 Deloitte holiday shopping study, “57% of this year’s holiday dollars will go through online channels, with in-store capturing 36% of spending.” Introducing virtual waiting rooms. The shipping wars.
Comm100
JUNE 15, 2022
By doing so, chatbots can resolve the most frequently asked questions that are simple yet repetitive and time-consuming – and do all this without any agent intervention. We’ve seen that customers today expect a response at any time of day, and this extends to wait times as well. Canadian Blood Services.
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GetFeedback
SEPTEMBER 18, 2019
Most of the time the answer will be no. A case in point is TurboTax, says Parrish, which found striving to minimize clicks actually hurt consumer experiences and hence loyalty. According to Parrish, “traditional designers would balk at that, since it adds pages, clicks, and wait times, but it improves the experience.”.
BlueOcean
JANUARY 9, 2018
These technologies are sparking new expectations in today’s consumers on an almost daily basis. We want intelligent interactions that are personalized to our own situations and we want them on demand – not after we waste our precious time sitting on hold. We’re in a whole new world now and that world is evolving at a rapid rate.
GetFeedback
MAY 9, 2018
A consumer survey by Imprint Plus found that 32.5% In fact, it’s estimated that by the end of 2018, mobile purchases will represent 27% of all e-commerce purchases. Mobile customers are usually looking for the quickest solution and live chat is literally hundreds of times quicker than social media or email. About the Author.
Comm100
JANUARY 7, 2020
of this year’s chats – that’s over 42 million – were sent from a mobile browser or app, more than nearly 23 points higher than 2018 and 30 points higher than 2017. Organizations that score 90% or higher CSAT had an average wait time of 1 minute and 32 seconds. We’re in an age where consumers have a lot of power.
Customer Bliss
JANUARY 26, 2018
This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. It’s certainly becoming a more popular method of communication for consumers. Consumers are getting more savvy when using tech to communicate with businesses, and their expectations continue to increase.
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