The U.S. Falls Behind Developing Countries In Customer Support Satisfaction Report

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Support Satisfaction Report">The U.S. Falls Behind Developing Countries In Customer Support Satisfaction Report</a></li></ul> <div class="why-fo-free"> <a data-modal="#why-fo-free" title="Why FO is free" href="#"> Why is FinancesOnline free <img src="data:image/gif;base64,R0lGODlhAQABAIAAAP///wAAACH5BAEAAAAALAAAAAABAAEAAAICRAEAOw==" data-src="https://financesonline.com/media/themes/fot/dist/img/why.png" data-srcset="https://financesonline.com/media/themes/fot/dist/img/why.png 1x, https://financesonline.com/media/themes/fot/dist/img/why@2x.png 2x" alt="Why FO is free" class="lazyload"> </a> </div> <div class="clearfix"></div> </div> </div> <div class="main-container main-container--post"> <div class="single-page__content"> <div class="row flex-fixer flex-wrap"> <div class="single-page__title col col--75 col--sm"> <h1>The U.S. Falls Behind Developing Countries In Customer Support Satisfaction Report</h1> </div> <div class="clearfix"></div> </div> <div class="row"> <div id="content" class="single-page__entry single-page__entry--post col col--75 col--sm"> <div id="rec-post" class="recommended-product recommended-product--placeholder full-width" data-post-id="117744" > <div class="placeholder flex"> <div class="col col--20 col--mb img"> <div class="sk full-width"></div> </div> <div class="col col--60 col--mb desc"> <div class="sk full-width"></div> <div class="flex score"> <div class="col col--33 sk"></div> <div class="col col--33"></div> <div class="col col--33 sk"></div> </div> </div> <div class="col col--20 col--mb buttons"> <div class="sk full-width"></div> <div class="sk full-width"></div> </div> </div> </div> <blockquote><p><img class=" wp-image-84006 alignleft lazyload" alt="" width="71" height="71" sizes="(max-width: 71px) 100vw, 71px" data-src="https://financesonline.com/uploads/2018/01/Sebastian_photo-150x150.png" src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAQAAAADCAQAAAAe/WZNAAAADklEQVR42mNkgAJGDAYAAFEABCaLYqoAAAAASUVORK5CYII=" data-srcset="https://s.financesonline.com/uploads/2018/01/Sebastian_photo-150x150.png 150w, https://s.financesonline.com/uploads/2018/01/Sebastian_photo-50x50.png 50w"><em>The following article was prepared by <a href="https://www.facebook.com/SL.Sebastian.Lambert"><span style="font-weight: 400;">Sebastian Lambert</span></a><span style="font-weight: 400;">, CEO of FinancesOnline and an expert in the field of SaaS & B2B solutions. Analysis presented below is a result of his extensive research into live chat and customer service market and meticulous consultations with industry leaders.</span></em></p></blockquote><p> </p><p><span style="font-weight: 400;">You would think that American businesses had it sorted out when it comes to meeting customer needs given their global dominance in business and technology. However, recent industry studies showed a surprising twist: </span><b>the U.S. lags behind a number of developing countries when it comes to making customers happy via live chat</b><span style="font-weight: 400;">. Conducted independently by leading gatekeepers of customer service insights throughout 2017 and 2018, the studies showed the U.S. is not only behind mature markets like the U.K., Canada, Singapore, Australia and a handful of European countries; it is also behind emerging markets like Mexico, Malaysia, Brazil, and the Philippines.</span></p><ul> <li><span style="font-weight: 400;">At best, </span><b>American customer satisfaction rating is fourth worldwide with 87.58%</b><span style="font-weight: 400;">, based on the </span><a href="https://www.livechatinc.com/livechat-resources/customer-service-report-2018/"><i><span style="font-weight: 400;">2018 LiveChat Customer Service Report</span></i></a><i><span style="font-weight: 400;">, </span></i><span style="font-weight: 400;">behind Brazil’s 88.34% and the Philippines’ 89.02%. </span></li> <li><span style="font-weight: 400;"><strong>The U.S. even further down the satisfaction ladder </strong>according to o</span><span style="font-weight: 400;">ther studies from </span><a href="https://www.comm100.com/resources/report/2017-live-chat-benchmark-report/"><span style="font-weight: 400;">Comm100</span></a><span style="font-weight: 400;"> and the </span><a href="https://d26a57ydsghvgx.cloudfront.net/content/whitepapers/zendesk_benchmark_Q2_2014.pdf"><span style="font-weight: 400;">Zendesk Benchmark</span></a>.</li> <li><strong>American response times are really slow.</strong> Live chat response time for the U.S (40 seconds) is three times as long as for Turkey (13 seconds).</li> <li><strong>Americans are impatient.</strong> Only 15% of Americans consider waiting more than 3 minutes to chat with a representative to still be excellent service (compared to 25% of Germans and Japanese).</li> <li><strong>Americans are the least likely nationality to lie</strong> in order to get the customer service they want, with 78% declaring they’d never do that and only 1% admitting they often do it.</li> </ul><p><span style="font-weight: 400;">But the rankings don’t give us a full picture of the U.S. companies’ performance in live chat service. The context might be found elsewhere, in other studies, whose results we have analyzed and visualized in an insightful infographic: </span><b>2018 Live Chat Customer Satisfaction Report</b><span style="font-weight: 400;">.</span></p><div class="fot-big-image"> <div class="fot-big-image__img" style="max-height:400px;" data-max-height="400" data-bfhdwidth="396" data-ratio="2.585" data-420="https://financesonline.com/uploads/infographics/162444/thumbs/livechat-420x840.jpg" data-768="https://financesonline.com/uploads/infographics/162444/thumbs/livechat-768x1536.jpg" data-1024="https://financesonline.com/uploads/infographics/162444/thumbs/livechat-1024x2048.jpg" data-original="https://financesonline.com/uploads/infographics/162444/livechat-1034x1700.jpg"> <picture> <source data-srcset="https://financesonline.com/uploads/infographics/162444/thumbs/livechat-420x7799.jpg 1x, https://financesonline.com/uploads/infographics/162444/thumbs/livechat-768x14261.jpg 2x" media="(max-width:420px)"> <source data-srcset="https://financesonline.com/uploads/infographics/162444/thumbs/livechat-768x14261.jpg 1x, https://financesonline.com/uploads/infographics/162444/thumbs/livechat-1024x19014.jpg 2x" media="(max-width:768px)"> <source data-srcset="https://financesonline.com/uploads/infographics/162444/thumbs/livechat-1024x19014.jpg 1x, https://financesonline.com/uploads/infographics/162444/livechat.jpg 2x" media="(max-width:1919px)"> <source data-srcset="https://financesonline.com/uploads/infographics/162444/livechat.jpg 1x"> <img src="data:image/gif;base64,R0lGODlhAQABAIAAAP///wAAACH5BAEAAAAALAAAAAABAAEAAAICRAEAOw==" data-srcset="https://financesonline.com/uploads/infographics/162444/thumbs/livechat-420x7799.jpg 420w,https://financesonline.com/uploads/infographics/162444/thumbs/livechat-768x14261.jpg 768w,https://financesonline.com/uploads/infographics/162444/thumbs/livechat-1024x19014.jpg 1024w,https://financesonline.com/uploads/infographics/162444/livechat.jpg 1920w" alt="test" class="lazyload"> </source></source></source></source></picture> </div> <div class="fot-btn-blue fot-expand-img btn">SEE FULL INFOGRAPHIC</div> </div><div> <p> <strong>Embed This Image On Your Site</strong> (copy code below):<br> <textarea style="width:100%; height:100px; padding:5px;" readonly id="iec-code" data-id="117744"><div><a href="https://financesonline.com/live-chat-software-customer-support-satisfaction-report/"><img src="https://financesonline.com/uploads/2018/10/livechat.jpg" alt="Financesonline.com research" border="0" /></a></div><div><a href="https://financesonline.com">Survey by financesonline</a> - Author: <a href="https://www.linkedin.com/in/sebastian-lambert/">Sebastian Lambert</a></div></textarea> </p> </div><script type="text/javascript"> jQuery(document).ready(function ($) { if($("#iec-code").length){ var data = {action: "embed_infographic_code", id: $("#iec-code").data("id")}; $.post("https://financesonline.com/wp-admin/admin-ajax.php", data, function(response) { if(response.code) { $("#iec-code").val(response.code); } }); } }); </script><p><span style="font-weight: 400;">One can posit a number of theories from these studies, and the culprit isn’t always the business, but, tellingly, the <b>American customer may be simply of a different mold</b>. Still, it behooves American companies to learn from their counterparts how live chat can bring them closer to their customers.</span></p><p><span style="font-weight: 400;">Check out our infographic for more surprising details and data on the state of live chat customer satisfaction in 2018.</span></p><h3 class="bg-title">How Live Chat Became The Most Important Customer Service Channel</h3><p><span style="font-weight: 400;">The </span><a href="https://go.forrester.com/blogs/16-03-03-your_customers_dont_want_to_call_you_for_support/"><span style="font-weight: 400;">use of instant communication in customer service</span></a><span style="font-weight: 400;"> was tracked by Forrester beginning 2012, highlighting its phenomenal rise from being a novel customer support channel back then, to one of the most preferred ways to get in touch with businesses today. It is no coincidence that live chat’s growth in customer service moved parallel with the mainstreaming of social messenger apps, foremost, the number of Facebook Messenger users </span><a href="https://techcrunch.com/2017/04/12/messenger/"><span style="font-weight: 400;">growing from 500M to 1.2B last year</span></a><span style="font-weight: 400;">. Many of your customers are likely in those numbers.</span></p><p><span style="font-weight: 400;">This said, vendors quickly picked up the shift in clients’ preference for customer support. The global live chat software market is projected to </span><a href="http://www.nbc12.com/story/38302957/global-live-chat-software-market-size-share-and-growth-analysis-research-report-2018-2022"><span style="font-weight: 400;">grow at a +7% CAGR from 2018 to 2022</span></a><span style="font-weight: 400;">, one of the steadiest in the SaaS industry. You can, in fact, find the leading vendors in our list of </span><a href="/c/live-chat-software/"><span style="font-weight: 400;">best live chat solutions</span></a><b>.</b></p><h3 class="bg-title">Can Live Chat Increase Your Customer Service ROI?</h3><p><span style="font-weight: 400;">Two of the top live chat vendors shared with us their client’s case studies on live chat customer service ROI. It is interesting to include their findings in the infographic because, while the industry studies give us the big picture, the case studies give us a feel of the ground. </span></p><p><a href="https://www.freshworks.com/live-chat-software/resources/case-study/poundit/"><span style="font-weight: 400;">Freshchat case study</span></a><span style="font-weight: 400;"> painted a before-and-after scenario, how an e-commerce company gained significant progress after implementing live chat. The metrics used include campaign replies, reply rate, chat-to-conversion rate and missed chats. You can see all the details for each metric in our customer service infographic. Of course, the best way to validate the findings is to try Freshchat yourself and apply it to your own sampling. You can easily </span><a href="/see/freshchat-trial/"><span style="font-weight: 400;">sign up for Freshchat free trial here</span></a><span style="font-weight: 400;">.</span></p><p><img class="aligncenter size-large wp-image-117756 lazyload" alt="" width="1024" height="640" sizes="(max-width: 1024px) 100vw, 1024px" data-src="https://financesonline.com/uploads/2018/09/fch-1024x640.jpg" src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAQAAAADCAQAAAAe/WZNAAAADklEQVR42mNkgAJGDAYAAFEABCaLYqoAAAAASUVORK5CYII=" data-srcset="https://s.financesonline.com/uploads/2018/09/fch-1024x640.jpg 1024w, https://s.financesonline.com/uploads/2018/09/fch-300x188.jpg 300w, https://s.financesonline.com/uploads/2018/09/fch-768x480.jpg 768w, https://s.financesonline.com/uploads/2018/09/fch-77x48.jpg 77w, https://s.financesonline.com/uploads/2018/09/fch-232x145.jpg 232w, https://s.financesonline.com/uploads/2018/09/fch.jpg 1376w"></p><h3 class="bg-title">Are Small Businesses Really Better At Customer Service?</h3><p><span style="font-weight: 400;">Meanwhile, </span><a href="https://reviews.financesonline.com/p/livechat/"><span style="font-weight: 400;">LiveChat</span></a><span style="font-weight: 400;"> discovered something that will disprove the idea that live chat is for small business. It is an eye-opener for big companies, too, that haven’t incorporated live chat in their customer service network yet. The study busted the myth that small businesses, which supposedly are intimate with their customers, are better at live chat management. Well, the opposite is true, based on the LiveChat case study. The newfound truth should eliminate doubts among big businesses that think live chat is logistically difficult for enterprise customer service. If you’re wondering what else LiveChat has to offer you may want to </span><a href="/see/livechat-trial/"><span style="font-weight: 400;">sign up for LiveChat free trial here</span></a><span style="font-weight: 400;"> and see if your business gets similar results.</span></p><p><img class="aligncenter size-large wp-image-117755 lazyload" alt="" width="1024" height="605" sizes="(max-width: 1024px) 100vw, 1024px" data-src="https://financesonline.com/uploads/2018/09/lch-1024x605.jpg" src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAQAAAADCAQAAAAe/WZNAAAADklEQVR42mNkgAJGDAYAAFEABCaLYqoAAAAASUVORK5CYII=" data-srcset="https://s.financesonline.com/uploads/2018/09/lch-1024x605.jpg 1024w, https://s.financesonline.com/uploads/2018/09/lch-300x177.jpg 300w, https://s.financesonline.com/uploads/2018/09/lch-768x454.jpg 768w, https://s.financesonline.com/uploads/2018/09/lch-81x48.jpg 81w, https://s.financesonline.com/uploads/2018/09/lch-245x145.jpg 245w, https://s.financesonline.com/uploads/2018/09/lch.jpg 1530w"></p><h3 class="bg-title">Should your company invest in a live chat?</h3><p><span style="font-weight: 400;">Live chat as part of your customer support mix does bring in positive results, among which more repeat customers and higher retention rate, as shown in the infographic. The best part is, compared with other business applications, </span><b>live chat apps cost nothing when compared to the potential ROI</b><span style="font-weight: 400;">. In fact, the top apps in our <a href="/c/live-chat-software/">live chat software</a> </span><span style="font-weight: 400;">category will only set you back by no more than $20 per month, something you can quickly recover from closing a deal or two. </span></p><p><span style="font-weight: 400;">If you’re thinking whether you should start offering live chat support, the data in the infographic above should convince you. For those who are already using live chat, there are data-driven truths to be learned here, one that can propel your bottom line to new heights. </span></p><h4 style="text-align: center;"><strong>What do you think are the reasons behind</strong><br> <strong>US poor performance in customer service?</strong><br> <strong>Let us know in the comments!</strong></h4><p> </p> <div id="fot-social" class="fot-social" data-id="117744" data-type="post" data-url="https://financesonline.com/live-chat-software-customer-support-satisfaction-report/" style="opacity: 0;"> <div class="fot-social__el fot-social__el--network "> <span class="icon icon--network"></span> <span class="count">34<span class="shares"> shares</span></span> </div> <a class="fot-social__el fb fb-button" href="https://www.facebook.com/sharer/sharer.php?u=https://financesonline.com/live-chat-software-customer-support-satisfaction-report/" target="_blank"> <div> <span class="icon icon--fb"></span> <span class="txt">Share</span> </div> <span class="count">34</span> </a> <a class="fot-social__el tw" href="http://twitter.com/share?url=https://financesonline.com/live-chat-software-customer-support-satisfaction-report/" target="_blank"> <div> <span class="icon icon--tw"></span> <span class="txt">Tweet</span> </div> </a> <a class="fot-social__el li" href="https://www.linkedin.com/shareArticle?mini=true&url=https://financesonline.com/live-chat-software-customer-support-satisfaction-report/" target="_blank"> <div> <span class="icon icon--in"></span> <span class="txt">Share</span> </div> </a> </div> <div id="fot-social-inline" class="fot-social fot-social--inline"> <a class="fot-social__el fb fb-button" href="https://www.facebook.com/sharer/sharer.php?u=https://financesonline.com/live-chat-software-customer-support-satisfaction-report/" target="_blank"> <span> <span class="icon icon--fb"></span> <span class="txt">Share</span> </span> <span class="count">34</span> </a> <a class="fot-social__el tw" href="http://twitter.com/share?url=https://financesonline.com/live-chat-software-customer-support-satisfaction-report/" target="_blank"> <span> <span class="icon icon--tw"></span> <span class="txt">Tweet</span> </span> </a> <a class="fot-social__el li" href="https://www.linkedin.com/shareArticle?mini=true&url=https://financesonline.com/live-chat-software-customer-support-satisfaction-report/" target="_blank"> <span> <span class="icon icon--in"></span> <span class="txt">Share</span> </span> </a> <div class="fot-social__el fot-social__el--network "> <span class="icon icon--network"></span> <span class="count">34<span class="shares"> shares</span></span> </div> </div> <div class="single-page__author"> <div class="single-page__avatar"> <img src="data:image/gif;base64,R0lGODlhAQABAIAAAP///wAAACH5BAEAAAAALAAAAAABAAEAAAICRAEAOw==" data-src="https://sip.financesonline.com/uploads/2020/07/astrid_eira.png?width=100&token=w1An9ukfzCuwAT1watWwCw" alt="Astrid Eira" class="lazyload" onerror="this.onerror=null; this.src='https://financesonline.com/media/themes/fot/dist/img/svg/user-avatar.svg'" > </div> <div class="single-page__author__desc"> <h4>By <a href="/author/astrid/" title="Astrid Eira">Astrid Eira</a></h4> <p>Astrid Eira is a resident B2B expert of FinancesOnline, focusing on the SaaS niche. She specializes in accounting and human resource management software, writing honest and straightforward reviews of some of the most popular systems around. Being a small business owner herself, Astrid uses her expertise to help educate business owners and entrepreneurs on how new technology can help them run their operations. 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