article thumbnail

Live Chat Benchmark Data 2020

Comm100

For 2019 we analyzed 56 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. We’ve summarized the key points of the report here, focusing not only on trends from 2019 but also on what we think will happen with live chat in 2020. On average, 74.5% Are you ready?

Data 134
article thumbnail

How to Increase Trust in Government with Digital Communication

Comm100

Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021. The rapid spread of misinformation through social media and other digital platforms has further eroded trust in government, making it difficult for citizens to discern truth from falsehood.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Behind the Scenes of Government Social Media Customer Care

Russel Lolacher

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service. Thanks, Dad.

article thumbnail

The Do’s and Don’ts of Excellent Customer Support on Social Media

ProProfs Chat

Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. Simply put, social media marketing is not only spreading a word about your company but also an alternative channel to connect with your customers and provide them with customer service.

article thumbnail

Powerful Chat Support Scripts To Boost Your Customer Satisfaction

SurveySensum

Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. million in 2020, and you can expect to see that grow at a CAGR of 8.8% Chat support scripts provide a standardized approach to customer interactions.

article thumbnail

The impact of worsening UK customer satisfaction

Eptica

Date: Wednesday, February 5, 2020 Author: Pauline Ashenden - Marketing Manager The impact of worsening UK customer satisfaction. Published on: February 05, 2020. The January 2020 edition shows that satisfaction is at its lowest level since July 2015, the fifth consecutive fall in the twice-yearly index.

article thumbnail

The True Cost of Employee Disengagement in the New Normal

Uniphore

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Impossible expectations. The New Normal.