New Research Finds That 21% Of Companies Fail To Respond To Live Chat Support Requests

Share Article

New research from SuperOffice, Europe’s leading Customer Relationship Management (CRM) software provider, reveals that 21% of live chat support requests go unanswered.

SuperOffice logo
The majority of companies are failing to meet the basic needs of good customer service.

SuperOffice, Europe’s leading Customer Relationship Management (CRM) software provider, finds that 21% of live chat support requests go unanswered, according to a new study.

Research indicates that customers are more satisfied with live chat than any other channel, such as email, phone or social media due to the fact that they receive an immediate, real-time response and their questions are answered directly.

SuperOffice wanted to find out how companies are using live chat support to better serve their customers and so they conducted their own live chat performance analysis of 1,000 B2B and B2C websites based in the US and Europe.

To conduct the study, SuperOffice sent a single question to each company through chat that related to their business. Each chat was initiated during support hours and only when chat was available and online. Once the chat had ended, the chat experience was recorded based on response time, wait time and overall chat quality.

Here are the key findings from the study:

  •     21% of live chat support requests are not answered
  •     The average wait time for live chat support requests is 2 minutes and 40 seconds
  •     55% of companies do not offer transcripts once a chat has ended
  •     23% of companies do not ask for contact information upfront before a chat begins
  •     The average handle time for a chat request is 6 minutes and 50 seconds
  •     45% of companies do not ask users for feedback once the chat has ended

Before the study, SuperOffice hypothesized that companies who offer live chat support provide a better customer experience. However, the latest findings show that this is not the case. Rather than the positive experience that many customers expect, live chat support is failing to meet the basic needs of good customer service.

Read more about the survey and detailed findings here.

About SuperOffice
Driven by a passion for Customer Relationship Management (CRM), SuperOffice makes award winning CRM software for sales, marketing and customer service. As the leading European CRM provider, SuperOffice is trusted by more than 150,000 people.

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Steven Macdonald
Visit website