How Long Will You Wait On Hold for Customer Service?

Nearly 60 Percent of Consumers Not Willing to Hold for More Than One Minute, According to New Survey from Velaro

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“This is a clear indication that consumers are not willing to spend unnecessary time waiting on hold when calling a company,” said Jeff Mason, Vice President of Marketing, Velaro.

Baltimore, MD (PRWEB) October 02, 2012

With consumers being pressed for time and the increased options of digital avenues for communicating with customers, most people are not willing to be on hold with a customer service department for more than one minute, according to a new survey from Velaro, a provider of live chat software.

In a unique study that surveyed more than 2,500 consumers, nearly 60 percent of respondents believe that one-minute is too long to be on hold. In addition, 32.3 percent of consumers believe that customer service departments should be answering immediately – with no hold time.

“This is a clear indication that consumers are not willing to spend unnecessary time waiting on hold when calling a company,” said Jeff Mason, Vice President of Marketing, Velaro. “Today’s consumers expect an efficient interaction and are no longer willing to wait unnecessarily. This reinforces the need for companies to seek more efficient customer service solutions, such as live chat software – and the quicker, the better.”

When asked “For customer service, how long are you willing to be put on hold?,” respondents answered:

  •     None. They should be answering:         32.3 percent
  •     1 Minute:                             27.6 percent
  •     1-5 Minutes:                             30.2 percent
  •     5-10 Minutes:                                 5.8 percent
  •     As long as it takes, I have no life:         4.1 percent

In addition, those respondents who would hold indefinitely (i.e., the 4.1 percent) surprisingly fell into higher income brackets. 6.1 percent of participants earning $75,000 to $99,000 responded that they have no life and are willing to wait on hold indefinitely.

For a full copy of the survey, performed via Google Consumer Surveys, please contact Matt Langan: matt(at)landrcomm(dot)com.

About Velaro
Founded in 2000, Velaro is an established leader in click-to-chat, click-to-call, and intelligent engagement. Velaro won independently rated live chat software awards in '05, '06, '08, '09, '10 and 2011. With 99.98% uptime guaranteed, companies currently benefiting from Velaro's live chat solutions include Dell, Pfizer, GM, LG Electronics, Blue Cross Blue Shield, HTC, Lillian Vernon, MarketStar, and Experian. Visit http://www.velaro.com for more information.

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Contact

  • Matt Langan
    L&R Communications
    202-262-3340
    Email