Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction
July 11, 2016
SAN FRANCISCO, CA — May 20, 2015 — Customers who choose live chat for customer service are satisfied a higher percentage of the time than those who call, email, or use social media channels, according to findings of the quarterlyZendesk Benchmarkreport released today. The report examines the rising popularity of live chat as a customer service channel.
“Customers are gravitating more towards live chat as their preferred channel,” said Jason Maynard, senior manager of data and analytics at Zendesk. “Organizations who use live chat move customer requests away from web forms and feedback tabs to real-time chat, where questions can be answered directly in the web or mobile experience.”
The quarterly report is produced by Zendesk, Inc. (NYSE:ZEN), a leading cloud-based customer service platform, and is available athttp://www.zendeskbenchmark.com/
Another finding shows that customers appear to like a more back-and-forth style of conversation. Specifically — live chat customer satisfaction increases as the number of chat messages exchanged increases. One possible reason: customers are happier with agents who are more engaged in the customer support process — either by asking more troubleshooting questions, or simply taking the time to ask the customer how his or her day is going.
Satisfaction By Channels:
*在线聊天客户满意度based on a “good” or “bad” rating provided by the customer at the end of the chat. For all other channels, customer satisfaction is based on a “good” or “bad” rating provided through an email survey submitted to the customer after their ticket has been deemed solved.
Other Key Findings:
Global Customer Satisfaction Rises
As with previous reports, the Zendesk Benchmark also examines overall customer satisfaction by country and industry, focused on the largest increases and decreases during the quarter. Global customer satisfaction in the first quarter of 2015 lifted slightly to 95 percent. In country news, Philippines, Indonesia, and Colombia posted the greatest gains to customer satisfaction, while New Zealand and Belgium spent their third quarter in a row as the top two customer satisfaction leaders. Canada bumped out Ireland for the third place spot, moving from sixth place last quarter.
在行业,所以cial media, web hosting, and manufacturing & computer hardware were the most improved. Government & nonprofit, IT services & consultancy, and healthcare continue to occupy the top three positions.
About the Zendesk Benchmark
The research about live chat contained in this report is based on data from 2,261 Zendesk customers who have completed the Zendesk Benchmark survey and are using Zopim Live Chat to provide real-time customer service. To be included, companies must have conducted at least 25 chats in Q1 2015. For findings relating to live chat customer satisfaction, companies must have received at least 25 satisfaction ratings in Q1 2015.
The Zendesk Benchmark is based on actual customer service and support interactions between 25,000 participating organizations and their customers across 150 countries. Introduced in March 2012, it allows organizations to compare their customer service performance against industry peers. It measures key metrics around customer support efficiency, customer self-service behavior, and levels of customer engagement. Customer satisfaction is based on the percentage of positive responses to the question of whether or not a customer was satisfied with a customer service interaction. For a country to be included in the quarterly report on global customer satisfaction, it must have a minimum of 10,000 responses during the quarter.
About Zendesk
Zendesk provides a customer service platform designed to bring organizations and their customers closer together. With more than 57,000 paid customer accounts, Zendesk products are used by organizations in 150 countries and territories to provide support in more than 40 languages. Founded in 2007 and headquartered in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia and South America. Learn more atwww.ying8.net
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