- Content Marketing
When Your Customers Become Your Contributors: Brand Journalism Meets TraditionalGoogle Is Changing the Close Variant Matching Option in AdWordsBefore You Invest in Online Advertising, Do This!Native Advertising: The New New Thing or a Race to the Bottom? [VIDEO]
Technology & Data
Data and Creativity at the Social Shake Up: Defining Your Data-Driven Social CampaignTalking Strategy and Data with Shannon Lee of Precision StrategiesNew IBM Study Reveals 3 Key Characteristics of the Most Successful CompaniesMinority Report: Confronting Privacy Issues in Big Data Gathering
- Tech & Innovation
- marketing automation
Social Startups: Moment.me Captures a 360-Degree View of The Social Shake-Up 2014Hootsuite Partners With Syracuse University to Bring Social Media Savvy to College StudentsThe Best Hyperlapse VideosThe Best Content Moderation Tools for Busy People Who Don't Have Time for That
Social Change Agent Survey: Passion, Skill Set, and Persistence Lead to Career GrowthThe Social Shake-Up Attracts Wide Breadth of Brands and IndustriesThe Social Shake-Up: How CMOs Drive Innovation and Revenue GrowthThe Social Shake-Up: The Future of Social Business
- Small Business
- Social Organization
Recap from the First-Ever Employee Advocacy SummitFormer IBM Senior Advisors Launch Brands Rising to Build Employee Advocacy ProgramsPerformance and Risk Management Through Social Media TrainingEmployee Advocacy Summit: Advocate Stories from the Field
- Customer Service
Join us September 15th in Atlanta for The Employee Advocacy Summit and learn how to unleash the power of your employees.
Post your event here and we'll share it with our community. If one of our members is featured, we'll promote as well on their profile.
- Marketplace & Webinars
The SMT Marketplace
Your resource for exclusive content and insights from Social Media Today, and opportunities to reach our community of professionals.
The Social Business Book Club brings you books, discussions, and insights from today's to business thought leaders.
Join interactive talks and and panel discussions with leading thinkers and practitioners on social media and networked business, or browse the catalogue of recorded sessions - all completely free.
Reach Social Media Today's community of marketing and communications professionals in an editor-approved context with a native advertising package.
Need-to-Know Online Customer Service Statistics
Posted on February 1st 2013
According to a recent survey by Deloitte, 60% of consumers say they are going online more often to find the best products and services – and their decisions are heavily influenced by the tools, information and service they find when they go to websites or perform a search.
A new 2013 LivePerson Connecting with Customers report provides some insightful data on what brands and organizations should be paying close attention to as they strive to continuously improve online customer service and the customer experience. The report surveyed more than 5,700 consumers from the US, UK, Australia, France, Italy and Germany.
The data clearly shows that online consumer expectations are rapidly increasing. Eight-three percent (83%) of the more than 5,000 consumers said they consistently needed some type of support during their online journey, and the expectations for speed of service should prove intimidating for most brands:
- 71% expect assistance within five minutes. Yes, five minutes (31% immediately and 40% within just five minutes).
- If they don’t receive it, 48% will abandon the site (this percentage jumps to 58% for consumers in the UK).
In terms of customer service and support, speed of resolution and first contact resolution still reign supreme. Consumers ranked the top ten elements of a great online experience in the following order:
- Getting my issue resolved quickly (82%)
- Getting my issue resolved in a single interaction (56%)
- Dealing with a friendly customer service representative (45%)
- Being able to follow up with the same person if necessary (37%)
- Being able to record, print, save a copy of the interaction with the brand (28%)
- Having follow-up after the inquiry to ensure I am satisfied (27%)
- Providing me with customized offers (27%)
- Being able to do other things while my issue is resolved (21%)
- Not having to speak to someone (17%)
- Having a personalized experience (17%)
The top 5 sources of assistance consumers desired to see on a brand or organization’s website were:
- A telephone number to call customer service (61%)
- Email address for customer service (60%)
- Live chat (57%)
- FAQ section or knowledgebase (51%)
- Click to call, having a live agent call back (34%)
Half of online consumers (51%) said they would either try once or give up immediately when seeking help when making or considering an online purchase. 56% cited lack of online information about products or services as their reason for abandoning a website.
Taking into consideration the statistics above, brands and organizations should make a combination of self and full-service options readily available on their web properties, as consumer expectations show time and first contact resolution is of the essence.