While Phone and Email Are Flat, Live Chat Speeds Have Improved in 2014

August 20, 2014 / 0 Comments


Strategies for delivering the highest level of customer care are being finalized as retailers brace for the holiday rush. And, it seems live chat has potential to be a great asset for customers and customer care teams alike.

StellaService data comparing February through July of 2013 and 2014 shows the speed of customer service is nearly identical over phone and email. Looking at a set of 25 top retailers (full list at the end of this article), average time to reach an agent on the phone was 2 minutes 15 seconds in 2013 compared to 2 minutes 17 seconds in 2014. Responses to emails averaged 11.9 hours in 2013 and 11.7 hours in 2014.

While the needle on performance hasn’t moved much in these channels, there has been a notable improvement in the speed of customer care via chat. The average time to reach an agent over chat was about 1 minute 4 seconds in 2013, but has dropped to 40 seconds in 2014.

More and more companies are focusing on chat as it provides an avenue for real-time dialogue with customers, helping to avoid abandoned carts and frustrated shoppers. The channel is proving …

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