Comm100

APRIL 9, 2021

2021 Live Chat Benchmark Report – Download the report for exclusive industry and team size data. Wait times are key to any customer service team. From analysis of our 2021 Live Chat Benchmark Report , we found that live chat teams in banking and financial services have a wait time of 36 seconds.

Banking 235

Banking Financial Data Wait Times 235

Comm100

JANUARY 7, 2020

Balance is key for customers and agents: We found that teams with over 50 agents have the highest satisfaction rate and the fewest chats per agent, while teams with 26 – 50 agents have a customer satisfaction score more than 6 points lower, more than twice the wait time, and more than double the number of chats per agent.

Data 170

Data Chatbots Wait Times Effort Score 170

Experience Investigators by 360Connext

DECEMBER 10, 2024

Another way to prioritize is to identify if there is an indicator of customer defection at each touchpoint. When customers call for service about a specific issue, how many leave in a certain timeframe? If customers download your app, how many never make a purchase?

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Comm100

JANUARY 18, 2022

After all, how do you know if a 20 second average wait time is good, if you don’t know what competitors in your industry are achieving? Download: Live Chat Benchmark Report 2022. Download the report. Read more – The Best Customer Experience Needs the Best Agent Experience – Expert Commentary. Key takeaways.

Metrics 130

Metrics Data Wait Times Customer Satisfaction 130

Comm100

APRIL 23, 2019

We’ve summarized the key points of the report below, focusing on how to take full advantage of everything live chat has to offer for your customers, your agents, and your business. Download the report. Customer Security: Safeguarding customer data will always be non-negotiable. Download the report.

Customer Experience 170

Customer Experience Roadmap Omni-Channel Video 170

Comm100

MARCH 21, 2022

This inherent and necessary fact can lead to frustration with government service delivery, and is a key reason why government customer satisfaction falls so far behind the private sector. Best of all, privacy is maintained through automatic masking, and since co-browsing is browser-based, no downloads are required. .

Government 234

Government Omni-Channel Wait Times CRM 234

Comm100

JANUARY 29, 2024

Live Chat Benchmark Report 2024 Discover the latest live chat performance benchmarks to understand how well your team is performing compared to the competition Download the data Report Here are some of the key takeaways from the report. Download all the data for free in the link above.

Wait Times 130

Wait Times Report Trends Analysis 130

Uniphore

NOVEMBER 11, 2021

With a conversational automation platform that understands the customer’s real intent and sentiment, banking contact centers can deliver a positive conversational experience that drives customer satisfaction. Download Now. The post Banking on Great Conversations appeared first on Uniphore.

Banking 130

Banking Net Promoter Score Contact Center NPS 130

TechSee

JULY 18, 2019

Some examples of high-effort interactions include: Repeat contacts – when agents achieve First Contact Resolution (FCR), it means that they properly addressed the customer’s needs the first time they contacted the enterprise, eliminating the need for the customer to follow up with a second contact to seek resolution.

Self Service 207

Self Service Customer Experience How To Contact Center 207

Uniphore

NOVEMBER 16, 2021

It’s now the main — and often only — human touchpoint for banks and their customers. With a conversational automation platform that understands the customer’s real intent and sentiment, banking contact centers can deliver a positive conversational experience that drives customer satisfaction.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Comm100

MAY 19, 2020

To help you get a better understanding of how much customers appreciate access to live chat, consider the eDigital Customer Service Benchmark survey of 2000 consumers that found that live chat had the highest customer satisfaction levels at 73%, as compared to 61% for email support and only 44% for traditional phone support.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

Thematic

OCTOBER 30, 2024

This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance. What's inside: Easy-to-follow VoC strategies Tips for analyzing feedback Plus: Bonus VoC checklist Download your free copy today!

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Comm100

MAY 28, 2020

Increasingly, FCR is being recognized as one of the most (if not the most) important metrics to watch in customer service. Customer satisfaction ratings have been shown to be 35-45% lower when a second call must be made for the same issue. It also helps reduce queue wait times as customers won’t have to come back for help again.

Average Handle Time 130

Average Handle Time Management eBook Effort Score 130

Helen Dewdney

MAY 18, 2022

Ofcom has revealed the results of customer satisfaction with telecom providers in its yearly research. In 2021 it found that “only half of customers were satisfied with how complaints are handled. Call-waiting times and complaints-handling are areas of particular concern.”. “On Half full or half empty?

Customer Satisfaction 62

Customer Satisfaction Survey Wait Times Customers 62

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. With the right analysis techniques, you can transform your survey data into valuable insights that inform strategic decisions and drive customer satisfaction.

Analysis 195

Analysis Survey Feedback How To 195

Comm100

FEBRUARY 21, 2019

For 2018 we analyzed 45 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. Free Download: Live Chat Benchmark Report 2019. Download Now. Free Download: Live Chat Benchmark Report 2019. Download Now.

Report 100

Report Data Wait Times Effort Score 100

Kayako

MARCH 3, 2016

We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers. On this page you can see a complete list of all the customer support metrics that matter, and why. Customer support productivity metrics. Average first reply time.

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

Talkdesk

SEPTEMBER 16, 2020

Increased customer satisfaction (CSAT) Most customer questions are routine and defined and should not require interaction with an agent. Virtual agents are perfect tools to help customers with these common issues and avoid queues and wait times when trying to reach available live agents.

Virtual Agent 115

Virtual Agent Call Center Self Service Contact Center 115

Thematic

MARCH 20, 2025

Think about it—customer feedback comes from: Emails Chat transcripts Online reviews Social media comments Without AI-powered text analytics, you struggle to code qualitative data and make sense of them. neutral, slightly annoyed, extremely frustrated) over time. It categorizes sentiment trends (e.g.,

Analytics 62

Analytics Customer Service Analysis e-support 62

Comm100

NOVEMBER 30, 2017

Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Download Now. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service.

Training 131

Training Customer Service eBook Tips 131

Vonage

FEBRUARY 7, 2017

The fix: Invest in a system that enables customers to call your organisation, input the necessary information, then be directed to the customer service department best able to meet their requirements. This minimises wait times, reduces the need to be passed between multiple agents, and increases satisfaction.

Customer Service 120

Customer Service Self Service How To Gamification 120

Lumoa

SEPTEMBER 11, 2023

Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Comm100

JUNE 13, 2018

Preparing for the shopping season ahead of time can help e-commerce vendors and retailers of all industries convert more browsers into buyers, improve customer satisfaction levels, and dodge inconvenient (and avoidable) operational hassles. This results in longer wait times and negatively impacts the customer experience.

Tips 185

Tips Self Service e-support Social Media 185

Comm100

APRIL 23, 2019

We’ve summarized the key points of the report below, focusing on how to take full advantage of everything live chat has to offer for your customers, your agents, and your business. Download the report. Customer Security: Safeguarding customer data will always be non-negotiable. Download the report.

Customer Experience 100

Customer Experience Roadmap Omni-Channel Video 100

Comm100

NOVEMBER 15, 2017

First contact resolution is a necessary part of reducing customer effort and increasing customer satisfaction. According to TELUS International , a study conducted by Customer Relationship Metrics found that “CSAT (customer satisfaction) ratings will be 35%-45% lower when a second call is made for the same issue.”.

How To 159

How To First Call Resolution Social Media Contact Center 159

TechSee

AUGUST 17, 2022

Early adopters of remote visual assistance technology and computer vision AI during this period found that it was not just an operationally practical solution, but an essential part of a better customer experience. Lennar implemented visual remote care to reduce customer wait times for technicians to resolve their issue.

Loyalty 109

Loyalty Report Self Service Poor Customer Service 109

Comm100

MAY 7, 2019

98% of organizations state the agent experience (AX) is a key part of any successful CX strategy, so any good customer experience platform needs to enhance AX as much as the CX. Customer experience versatility: Does this platform make issue resolution smoother and easier than the status quo? Download Now.

Tips 100

Tips Omni-Channel Knowledge Base Customer Satisfaction 100

Comm100

AUGUST 21, 2018

Wait Time – How long are your visitors kept waiting before a live chat session starts up? Chatbots should keep user wait time for bots and live chat agents low. Last year, the average wait time was 37 seconds. Response Time – How quickly is your chatbot responding? Download Now.

Metrics 112

Metrics Chatbots Average Handle Time Effort Score 112

Comm100

NOVEMBER 13, 2022

Chatbot responses have no delay, meaning an improved customer experience and lower wait times for all kinds of requests. With these advantages of chatbots in customer service, it’s not surprising that 70% of customers currently use or are interested in using chatbots for simple customer service.

Chatbots 130

Chatbots Software Self Service Wait Times 130

TechSee

MAY 18, 2022

This metric will provide essential insights into whether your current call center staff can handle the incoming inquiry volumes, whether you are overstaffed or understaffed at particular periods of the year, whether your agents are maximizing their time spent with customers, or whether more training is required.

Call Center 109

Call Center Contact Center Self Service Multi-Channel 109

Customer Bliss

JANUARY 26, 2018

According to LiveChat’s report, tech companies have the happiest customers. On average, they have a satisfaction rating of 89% , which is higher than the global customer satisfaction rate of 83.54%. Because tech companies spend more time with their customers trying to solve a problem in one touchpoint.

Chatbots 114

Chatbots Chief Customer Officer Touchpoint Report 114

TechSee

JULY 28, 2022

The evolution of chatbots in customer service has generated much fanfare over the years. Chatbots promise a better customer experience by reducing wait times, delivering the digital experiences customers want, and providing 24/7 service on-demand. compared to about $8 per live contact. .

Chatbots 109

Chatbots Self Service Interaction Wait Times 109

Thematic

MARCH 26, 2025

So, if a business notices that 15% of customer complaints over the last 30 days mention long wait times for support—this suggests a real operational issue. Customers get frustrated when they feel like they’re shouting into the void. Download your free copy today!

Feedback 62

Feedback Social Media Analysis Survey 62

Helen Dewdney

JULY 13, 2022

In May of this year, Ofcom released its Customer Satisfaction Survey results. The report revealed that in 2021 only half of customers were satisfied with how their complaints were handled. A spokesperson for Ofcom said at the time that “Call-waiting times and complaints-handling are areas of particular concern.”.

Wait Times 68

Wait Times Comparison Consumers Report 68

DCX

DECEMBER 31, 2024

Good Story Example: Before: Customers waited on hold for 20 minutes, leading to frustration and churn. One customer said, ‘I’d rather cancel than call support again.’ ’ After: A self-service portal reduced wait times to under 2 minutes, saving $100K in support costs and boosting satisfaction by 20%.

ROI 52

ROI Self Service Leadership Metrics 52

Comm100

AUGUST 21, 2018

Wait Time – How long are your visitors kept waiting before a live chat session starts up? Chatbots should keep user wait time for bots and live chat agents low. Last year, the average wait time was 37 seconds. Response Time – How quickly is your chatbot responding? Download Now.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100