Consumers prefer live chat for customer service: stats

Cirullo - Il Fatto Digitale da eConsultancy

Live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone.

I can see why as live chat combines the best of phone and email, and avoids the pain of hanging on the line listening to muzak.

The stats come from eDigital’s Customer Service Benchmark which surveyed 2,000 consumers on their experiences of various customer service channels.

Here, I’ve taken a closer look at the stats, and the value of providing live chat for customers…

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