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2013’s New Need-to-Know
Online Customer Service
Statistics
EXPECTATIONS FOR SPEED OF SERVICE
…If they don’t receive
it, 48% will
abandon the site
71% expect assistance within
five minutes
(2013 LivePerson Connecting with Customers Report)
Top Ten
Elements of
a Great
Online
Experience
10
ELEMENTS OF A GREAT ONLINE EXPERIENCE
Getting my issue resolved
quickly (82%)1
(2013 LivePerson Connecting with Customers Report)
ELEMENTS OF A GREAT ONLINE EXPERIENCE
Getting my issue
resolved
in a single
interaction
(56%)
2
(2013 LivePerson Connecting with Customers Report)
ELEMENTS OF A GREAT ONLINE EXPERIENCE
Dealing with a friendly
customer service
representative (45%)
3
(2013 LivePerson Connecting with Customers Report)
ELEMENTS OF A GREAT ONLINE EXPERIENCE
Being able
to follow up
with the same
person if
necessary
(37%)
4
(2013 LivePerson Connecting with Customers Report)
ELEMENTS OF A GREAT ONLINE EXPERIENCE
Being able to record,
print, save a copy of
the interaction
with the brand (28%)
5
(2013 LivePerson Connecting with Customers Report)
ELEMENTS OF A GREAT ONLINE EXPERIENCE
Having follow-up after the inquiry to
ensure I am satisfied (27%)
6
(2013 LivePerson Connecting with Customers Report)
ELEMENTS OF A GREAT ONLINE EXPERIENCE
Providing
me with
customized
offers
(27%)
7
(2013 LivePerson Connecting with Customers Report)
ELEMENTS OF A GREAT ONLINE EXPERIENCE
Being able to
do other things
while my issue
is resolved
(21%)
8
(2013 LivePerson Connecting with Customers Report)
ELEMENTS OF A GREAT ONLINE EXPERIENCE
Not having
to speak to
someone
(17%)
9
(2013 LivePerson Connecting with Customers Report)
ELEMENTS OF A GREAT ONLINE EXPERIENCE
Having a personalized
experience (17%)
10
(2013 LivePerson Connecting with Customers Report)
Top 5 Sources of
Assistance
Consumers Desired ..
SOURCES OF ASSISTANCE CONSUMERS DESIRE
A telephone number to call
customer service (61%)
Email address for customer service (60%)
Live chat (57%)
FAQ section or knowledgebase (51%)
Click to call, having a live
agent call back (34%)
1
2
3
4
5
(2013 LivePerson Connecting with Customers Report)
Half of online consumers
(51%) said they would
either try once or give up
immediately when seeking
help when making or
considering an online purchase
(2013 LivePerson Connecting with Customers Report)
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2013’s New Need To-Know Online Customer Service Statistics

  • 1. 2013’s New Need-to-Know Online Customer Service Statistics
  • 2. EXPECTATIONS FOR SPEED OF SERVICE …If they don’t receive it, 48% will abandon the site 71% expect assistance within five minutes (2013 LivePerson Connecting with Customers Report)
  • 3. Top Ten Elements of a Great Online Experience 10
  • 4. ELEMENTS OF A GREAT ONLINE EXPERIENCE Getting my issue resolved quickly (82%)1 (2013 LivePerson Connecting with Customers Report)
  • 5. ELEMENTS OF A GREAT ONLINE EXPERIENCE Getting my issue resolved in a single interaction (56%) 2 (2013 LivePerson Connecting with Customers Report)
  • 6. ELEMENTS OF A GREAT ONLINE EXPERIENCE Dealing with a friendly customer service representative (45%) 3 (2013 LivePerson Connecting with Customers Report)
  • 7. ELEMENTS OF A GREAT ONLINE EXPERIENCE Being able to follow up with the same person if necessary (37%) 4 (2013 LivePerson Connecting with Customers Report)
  • 8. ELEMENTS OF A GREAT ONLINE EXPERIENCE Being able to record, print, save a copy of the interaction with the brand (28%) 5 (2013 LivePerson Connecting with Customers Report)
  • 9. ELEMENTS OF A GREAT ONLINE EXPERIENCE Having follow-up after the inquiry to ensure I am satisfied (27%) 6 (2013 LivePerson Connecting with Customers Report)
  • 10. ELEMENTS OF A GREAT ONLINE EXPERIENCE Providing me with customized offers (27%) 7 (2013 LivePerson Connecting with Customers Report)
  • 11. ELEMENTS OF A GREAT ONLINE EXPERIENCE Being able to do other things while my issue is resolved (21%) 8 (2013 LivePerson Connecting with Customers Report)
  • 12. ELEMENTS OF A GREAT ONLINE EXPERIENCE Not having to speak to someone (17%) 9 (2013 LivePerson Connecting with Customers Report)
  • 13. ELEMENTS OF A GREAT ONLINE EXPERIENCE Having a personalized experience (17%) 10 (2013 LivePerson Connecting with Customers Report)
  • 14. Top 5 Sources of Assistance Consumers Desired ..
  • 15. SOURCES OF ASSISTANCE CONSUMERS DESIRE A telephone number to call customer service (61%) Email address for customer service (60%) Live chat (57%) FAQ section or knowledgebase (51%) Click to call, having a live agent call back (34%) 1 2 3 4 5 (2013 LivePerson Connecting with Customers Report)
  • 16. Half of online consumers (51%) said they would either try once or give up immediately when seeking help when making or considering an online purchase (2013 LivePerson Connecting with Customers Report)