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Report: Live chat not making for happy customers

February 12, 2019

Customer satisfaction with live chat apps is on the decline across a wide range of industries once again.

That's the prime finding of LiveChat's fourth annual Customer Service Report. Companies featured in the report scored 82.26 on a 100-point scale, a slide of 1.5 percent from 2017, according to a press release.

The data was gathered from 25,000 companies representing 19 industries from 150 countries and included analysis of 47.4 billion website visits, 437 million chats and 21 million tickets.

It's the third year in a row that satisfaction has taken a dip.

"Customers are eager to use chat for contacting brands online. However, they're becoming less happy with the quality of these conversations. The pain point is mainly the fact that although chat initiates contact with the company, the issue often isn't solved within a single conversation," said Szymon Klimczak, LiveChat CMO, in the release.

The takeaway, stated the release, is that retailers need to target differentiating customer service and focus on the quality of the communication.