Twitter comes in last with only 77 per cent satisfied customers.“Customers are gravitating more towards Live Chat as their preferred channel,” said Steffen Teske, Director Central & Eastern Europe at Zendesk.• With Live Chat, organizations who receive tickets via their website have fewer requests submitted through their web forms after adding live chat, showing that many customers prefer to talk in real time when they are using the company website.• The number of messages exchanged alone doesn’t just impact customer satisfaction, the time to first reply is also an important factor.Another finding shows that customer satisfaction increases as the number of chat messages exchanged increases.One possible reason for this is that customers are happier with agents who are more engaged in the customer support process.Government & nonprofit, IT services & consultancy, and healthcare continue to occupy the top three positions.The research about live chat contained in this report is based on data from 2,261 Zendesk customers who have completed the Zendesk Benchmark survey and are using Zopim Live Chat to provide real-time customer service.
For findings relating to live chat customer satisfaction, companies must have received at least 25 satisfaction ratings in Q1 2015.
German companies have to catch up here as they reveal the slowest first reply compared to all other countries.
Also the amount of a customer service agent’s chat workload is important for the actual customer satisfaction.
• The most popular time to live chat an agent is between 10AM and 3PM local time.
More than 50 percent of chats occurred at this time.
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“Compared to ordinary web forms, organizations who use live chat can provide much quicker and direct service for example via the customers smartphones.” We get excellent service-ratings from our clients on a regular basis.