Live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone. 

I can see why as live chat combines the best of phone and email, and avoids the pain of hanging on the line listening to muzak.

The stats come from eDigital’s Customer Service Benchmark which surveyed 2,000 consumers on their experiences of various customer service channels.

Here, I’ve taken a closer look at the stats, and the value of providing live chat for customers…

The stats in brief

Live chat currently has the highest satisfaction levels. There are only a smaller number of customers using this method (just 24% said they have used live chat in the past year), 73% of those that have are pretty happy with their experience.

Phone and SMS are currently the lowest rated customer service touch points, with 44% and 41% respectively. Premium rate numbers, automated answering systems and long waiting times are the main sources of frustration for phone users.

Unsurprisingly, email and phone are the most frequent ways to make contact.

Customers also choose channels based on the nature of the query. The phone is the preferred channel for general queries, though less popular for bookings and feedback.

The benefits of live chat

There are plenty of other stats which echo the findings of this report. For example, BoldChat found that 31% of online shoppers from both the US and UK saying they would be more likely to purchase after a live chat.

People appreciate live chat for a number of reasons, and time is a key factor. Of those who prefer live chat, 79% said they did so because they get their questions answered quickly and 46% agreed it was the most efficient communication method.

Why live chat is preferred

It works too, and can be offered pro-actively while customers are browsing, or used tactically at various key points of the purchase journey, during checkout being the obvious example….

Excerpt from Article On