When researching the possible ways to improve customer service, we always get a checklist of things that have to be constantly improved. Shorter response times, no queues, simple language, handling several chats at a time, round the clock service – these list can go on and on.
What if I told you, that going for the same customer service metrics as every other company won’t necessarily produce the same results?
Recently, we set out to prepare a new edition of our Customer Happiness Report. When researching customer satisfaction, we stumbled across data that seemed to contradict itself.
At one side, we had companies that were quick on the trigger – ready to help within mere seconds after receiving a chat message. On the other side, we had companies that got longer first response times and much longer chat times.
What these companies shared was the great customer satisfaction scores. What these companies didn’t share was the industry they represent.