Key Customer Service Trends & Metrics

Brian Keep, Ytel |  
LiveChat recently published an insightful report on customer service metrics and shared why businesses should be adapting to said trends if they haven't done so already. We're sharing some of the most informative parts of this report on the blog today; make sure you catch why they're crucial for your business and website as customer service trends and metrics shift as the patterns of customers do. 

LiveChat recently published an insightful report on customer service metrics that are taking 2017 by storm and shared why businesses should be adapting to said trends if they haven't done so already. We're sharing some of the most informative parts of this report on the blog today; make sure you catch why they're crucial for your business and website as customer service trends and metrics shift as the patterns of customers do.

Metrics Worth Watching

Customer satisfaction - 86.35% 
The global benchmark for customer satisfaction you should be aiming at. It remained relatively unchanged in 2016.  Arguably the most important metric for any business in today's market, the importance of a high customer satisfaction rating is only growing with time. 

First response time - 56 seconds
An average business keeps speeding its response time up. If you don’t want to fall behind, you should make sure that agents are responding to customer questions as fast (but efficiently) as possible. Training your agents who field calls and chats some specific techniques to move the process along is key. 

Demand for live chat grew by 43.41%
This means businesses noticed a 3.27% average uptick in the number of chats with customers. The benefits of implementing a live chat feature on your website won't go unnoticed by any department in your company. While it does mostly benefit Sales and hitting their numbers and meeting monthly or quarterly goals, having live chat means you can direct a website visitor to any location on your site, answer questions, share blog posts, showcase your culture, and much more. Read more about our experience with live chat on Ytel.com!

Tech companies have the best rating, with up to 92.91% customer satisfaction
Last year, tech businesses saw the best customer satisfaction results: Software with 91.17%, IT with 92.66% and Web Hosting with 92.91%, which makes web hosting businesses the highest rated industry in 2016.

US companies closing in on 91% customer satisfaction
US-based companies improved on their 2015 score with an average result of 90.84% for over 23.6 million chats. Australia takes the gold in customer satisfaction, with a 91.35% average satisfaction score. 

Enterprise businesses lead in satisfaction
Larger and more experienced businesses were able to get above-average customer satisfaction with 86.40% - 88.82% scores.

Key Findings

Live chat is the go-to channel for customers. Chat as a communication channel is growing because it provides a low-friction way to interact with an agent. In a customer service scenario, chat leads to shorter contact resolution times, and improves the customer experience, influencing customer loyalty and retention. In a pre-sale scenario, chat can help answer questions to drive higher rates of purchase and engagement, increasing average customer lifetime value.


This report was originally shared on LiveChat and includes our thoughts and findings through experience and research. New Call-to-action

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About The Author

Brian Keep, Ytel

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As the Chief Operating Officer, Brian works consistently with one finger on the pulse and an eye in the sky to ensure that everything technical at Ytel is running smoothly on a daily basis.


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