Comm100

FEBRUARY 1, 2023

Lower wait times and faster issue resolutions Research shows that digital channels like live chat are overtaking phone support in popularity, and especially among Gen Z and Millennials. This means that agents can handle multiple chats at once compared to phone calls where only one conversation is possible at a time.

Effort Score 239

Effort Score Wait Times Video Communication 239

Retently

MARCH 23, 2023

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

Net Promoter Score 124

Net Promoter Score Company NPS Effort Score 124

Comm100

NOVEMBER 13, 2022

Overall, satisfaction among live chat interactions is exceptionally high, with an average live chat CSAT score of 4.3 This improves the customer experience as it prevents wait times from soaring, but it also reduces costs as teams aren’t forced to hire more staff to handle the workload. in 2021. .

Tools 210

Tools Customer Service Tips Omni-Channel 210