Live chat services have the highest customer satisfaction ratings out of all communication, according to a new eDigitalResearch benchmark.
The first Customer Service Benchmark from the research company’s survey of 2,000 people found that while only 24% had used live chat within the past year, satisfaction was higher than other touch points.
eDigitalResearch said consumers like the anonymity and instantaneous nature of live chat facilities.
The benchmark also found customers are just as likely to contact a company on social media for praise rather than a complaint.
“Our benchmark found that customers expect to be able to contact brands through a number of different channels, even if they don’t necessarily use them. Consumers increasingly expect to be able to get in touch with a brand, when they want, how they want. Companies need to ensure they provide an adequate forum for customers to voice their ideas, concerns or opinions and proactively act when things do occasionally go wrong,” said Derek Eccleston, commercial director at eDigitalResearch.