ShepHyken

MARCH 31, 2018

Simply put: nobody wants to wait nearly eight hours for a response to their complaint in the lightning-fast world of social media. Regardless of social media channel, reaction time is paramount. Social Bakers released a study that found the average wait time on social media is nine hours.

Marketing 220

Marketing Customer Service Airlines Self service 220

ProProfs Blog

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Customer Service Statistics. Live Chat Response Time/Wait Time Statistics. Live Chat by Industry Statistics.

Wait times 135

Wait times Customer Support Transportation Sales 135

Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? Why is average wait time an important metric? How to Calculate Hold Time in a Call Center. What causes long call center hold times?

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

JivoChat

AUGUST 9, 2021

Essentially, that consistency shows customers that you listened to their feedback and took the time to understand their needs and responded with hyper-relevant content, products, or solutions. Instead, you can use self-service options like knowledge bases, chatbots, and offline messages when agents are unavailable.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

Essentially, that consistency shows customers that you listened to their feedback and took the time to understand their needs and responded with hyper-relevant content, products, or solutions. Instead, you can use self-service options like knowledge bases, chatbots, and offline messages when agents are unavailable.

Personalization 52

Personalization Customer Service B2B SaaS 52

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. Say, ‘I don’t know.’

Contact Center 345

Contact Center Call Center Gamification Wait times 345