Coming on the heels of a November 2013 customer service benchmark report, eDigitalResearch has released a follow-up study reaffirming its core finding: Live chat is the most satisfying modality for customer engagement. Smart Customer Service posted an article on eDigitalResearch’s findings in the summary below:
The study polled 2,000 nationally representative U.K. customers about their preferences and experiences when dealing with brands over live chat, email, social media, apps, traditional mail, phone, and short message service (SMS). For those that had used live chat to contact a company in the last year (26 percent), 73 percent reported that they were "satisfied" or "very satisfied" with the experience they had. This is more or less on par with the numbers eDigitalResearch saw in November. Usage, however, is up slightly, from around 24 percent to 26 percent.