2020 e-support Wait Times 
Kustomer
FEBRUARY 5, 2021
2020 likely changed the CX industry for good, and there may be nothing more ill-advised than to ignore the lessons learned during the past year. What is already a stressful time of year, was now uncharted territory. An increase in inquiries was not the only challenge that CX organizations faced during the 2020 holiday season.
Kustomer
OCTOBER 20, 2022
2020 likely changed the CX industry for good, and there may be nothing more ill-advised than to ignore the lessons learned about holiday CX during that year. What was already a stressful time of year, became uncharted territory for many organizations. Read on for a preview of our findings, and download the full report here.
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ProProfs Chat
NOVEMBER 29, 2019
This is exactly what customers expect from a brand when they approach them for support. The growing expectations are inclusive of: 24*7 support. While some feel hesitant about adopting a new support strategy, others tend to prefer it on their website for the following reasons. Live Chat Statistics 2020: 40+ Live Chat Facts.
Magellan Solutions
SEPTEMBER 9, 2020
This support channel started as an alternative to email and phone call, but as time passes by, live chat statistics 2020 shows that it is one of the preferred communication channels of customers today. This option provides clients with instant support and answers. Key Live Chat Statistics 2020 .
Comm100
MAY 4, 2022
While telephone and email were once the go-to support channels, today’s members now expect more. Members that traditionally sought in-branch support now expect digital services to supplement their member experience. The need to shift towards digital support is also increasing as Millennials and Gen Z reach financial maturity.
Talkdesk
NOVEMBER 16, 2020
2020 has been an extraordinary year for brands and retailers. COVID-19 has accelerated the channel shift from in-store purchases to e-commerce, leading many companies to rapidly adopt and upgrade their digital capabilities, while others were ill-prepared. But 2020 is no ordinary year. So what’s the issue?
Comm100
DECEMBER 13, 2021
They need to offer the convenience of self-serve solutions, while providing personalized support and human experiences. As members migrated toward digital channels out of necessity throughout 2020 and 2021, new habits formed, and the convenience of digital services became apparent. Live chat improves agent experience .
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