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tabindex="0"><span class="Menu_navItem__efJ4X ">Company<svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" fill="none"><path stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" stroke-width="2" d="m13.365 6-4.667 4.667L4.03 6"></path></svg></span><ul class="Menu_hidden__KIYSX"><li><a href="/vision/">Vision<small>Better customer service with Text Intelligence</small></a></li><li><a href="/roadmap/">Roadmap<small>See what's coming next to our products</small></a></li><li><a href="/focus/">Focus<small>Uncover our values that shape innovation</small></a></li><li><a href="/success/">Blog<small>Text automation explained</small></a></li><li><a href="/careers/">Careers<small>Find your dream role at Text</small></a></li><li><a href="/team/">Team<small>Meet Texters</small></a></li></ul></li></ul></nav></div><div data-focus-guard="true" tabindex="-1" style="width:1px;height:0px;padding:0;overflow:hidden;position:fixed;top:1px;left:1px"></div></div></header><main class="main"><div class="CompanyNewsSingle_wrapper__039GB"><div class="CompanyNewsSingle_header__rk_Lq"><a href="/press/company-news/"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" fill="none" viewBox="0 0 24 24"><g stroke="#1B1B20" stroke-linecap="round" stroke-linejoin="round" stroke-width="2" clip-path="url(#a)"><path d="M5 12h14M5 12l4 4M5 12l4-4"></path></g><defs><clipPath id="a"><path fill="#fff" d="M0 0h24v24H0z"></path></clipPath></defs></svg>Company news</a><h1>Companies struggle to keep their customers happy</h1><p>Feb 5, 2019</p></div><hr/><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1600078177/press/Company%20news/tinified/struggle_1.png" alt=""/><div class="CompanyNewsSingle_contentContainer___pc7_"><article class="CompanyNewsSingle_article__Gp2yA"><div><p><a href="https://www.livechat.com/">LiveChat</a> has just published the results of their fourth annual <a href="https://www.livechat.com/customer-service-report/">Customer Service Report</a>. The numbers presented indicate that companies are following almost the same path adopted a few years ago, and it’s rather bad news.</p> <p>This was another year in a row when customer satisfaction for live chat app conversations dropped. The companies featured in the report scored 82.26 on a 100-point scale, a slide of 1.5 percent from 2017. From the 19 industries covered by this report, only 4 rated higher, LiveChat’s analytics team said.</p> <p>This year’s <a href="https://www.livechat.com/customer-service-report/">Customer Service Report</a> is based on data gathered from 25,000 companies representing 19 industries from 150 countries. LiveChat’s team analysed 47.4 billion website visits, 437 million chats and 21 million tickets to produce the insights.</p> <p>The Report’s results confirm, for the third year in a row, that the demand for live chat has kept growing. Even though the number of analyzed companies grew by over 20% year on year, the average number of chats they handle remains at a steady average of around 1000 per month.</p> <blockquote> <p>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.</p> <p>Szymon Klimczak, CMO at LiveChat</p> </blockquote> <p>The top and bottom performing industries in the customer satisfaction category remain the same this year. The software industry had a customer satisfaction rate of 90.6% (90.69% in 2017) and Web Hosting had 89.2% (89.64% in 2017). They weren’t the fastest in first response time and the handle time rankings, but they’ve made their customers the happiest by solving their issues in one touchpoint.</p> <blockquote> <p>In the age of automatization, bots and voice assistants’ short first response time no longer impresses the user. Consumers have more clearly defined goals so they’re going to be more discerning about the quality and efficiency of each support experience. This trend for tech companies appears in the report for the third time and, surprisingly, it hasn’t caught on in other industries yet. We believe that great communication with the customer comes not only from knowledge but also from making the right use of integrations between tools. Tech companies are naturally more advanced in managing their technology. They gather information about the customer from multiple sources and collect them in a single place. This way communication becomes easier to handle, no matter where the customer has come from.</p> <p>Szymon Klimczak, CMO at LiveChat</p> </blockquote> <p>At the other end of the ranking, the worst customer satisfaction rate was experienced by the Travel Industry (75%) and the Games and Gambling industry (77%). When it comes to the size of the company, the lowest customer satisfaction rate was noticed across medium-sized companies (10-99 employees).</p> <p>The takeaway message from the report is that companies should focus more on differentiating customer service and on the quality of the communication. Nowadays, we’re observing much deeper intelligence and connectivity in the conversational space. With the advancement of technology, customer expectations are increasing and this trend will not change. What’s more, it’s going to be even deeper with the increasing popularity of natural language interfaces or video and voice chats.</p> <p>Others key highlights from the <a href="https://www.livechat.com/customer-service-report/">2019 Customer Service Report</a></p> <h2>The end of the year is still the busiest time</h2> <p>During the last quarter of the year, the biggest increases in chat numbers were noticed in Games and Gambling (avg. 8.3 million chats monthly), Retail (avg. 2.1 million chats monthly), and Entertainment (avg. 1.8 million chats monthly).</p> <h2>The summer months start to heat things up</h2> <p>The Education industry is, in large part, responsible for the increase in the number of chats in the summertime. The team noticed that this rose from May until October. It may be related to the end of the semester and the application process that happens in colleges and universities at that time.</p> <h2>The happiest customers are in the Philippines and Thailand</h2> <p>In 2018, the Philippines and Thailand overtook Australia which had been leading the ranking for three years. The Philippines scored 91.71% and Thailand 89.39% for customer satisfaction.</p> <p>_</p> <p><a href="https://www.livechat.com/">LiveChat</a>, a provider of chat applications, has been publishing its customer service analysis since 2015. The aim of these reports is to indicate live chat trends and allow companies to stay up-to-date on the overall customer service metrics that matter for their businesses. <a href="https://www.livechat.com/resources/">Here</a> you can find the materials from previous years.</p> <p><em>Boston, Massachusetts – 01/29/2019</em></p> </div></article><aside class="CompanyNewsSingle_aside__YQHsT"><div class="Share_shareContainer__rRlkd"><p>Share</p><ul><li><a target="_blank" rel="nofollow noopener noreferrer" href="https://twitter.com/intent/tweet?text=https://text.com/press/company-news/companies-struggle-to-keep-their-customers-happy/"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" fill="none"><g clip-path="url(#a)"><path fill="currentColor" d="M11.903 8.464 19.348 0h-1.764l-6.465 7.35L5.955 0H0l7.808 11.114L0 19.99h1.764l6.828-7.761 5.452 7.76H20L11.902 8.465Zm-2.417 2.747-.791-1.106L2.4 1.299h2.71l5.08 7.107.791 1.106 6.604 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The numbers presented indicate that companies are following almost the same path adopted a few years ago, and it’s rather bad news.","image":"https://res.cloudinary.com/dn1j6dpd7/image/upload/v1600078177/press/Company%20news/tinified/struggle_1.png"},{"id":"livechat-introduces-new-chatbot-capabilities","title":"LiveChat introduces new chatbot capabilities","date":"2018-11-28T14:45:27.347Z","category":["ChatBot"],"description":"The company announces that its major product has been enhanced with a comprehensive integration with ChatBot. It’s now easier than ever for the LiveChat users to sell, market and support their customers using bots.","image":"https://res.cloudinary.com/dn1j6dpd7/image/upload/v1597758284/press/Company%20news/chatbot_1.png"},{"id":"botengine-launches-academy-to-help-its-users-master-chatbots","title":"BotEngine launches Academy to help its users master chatbots","date":"2018-11-12T14:45:27.347Z","category":["ChatBot"],"description":"BotEngine’s users can now use a new section in the app that enables them to explore all the ins and outs of creating chatbots for any business scenario. It’s now easier than ever for a company to build a chatbot that fully meets its needs in a specific area of its business.","image":"https://res.cloudinary.com/dn1j6dpd7/image/upload/v1597758478/press/Company%20news/tinified/academy_1.png"},{"id":"livechat-launches-the-community-platform","title":"LiveChat launches the Community platform","date":"2018-10-25T14:45:27.347Z","category":["LiveChat"],"description":"Today LiveChat announces the launch of the Community platform. In this place, customers are able to connect with other users, experts and developers to find answers to their questions and share experiences. That is the next step in creating a platform around the LiveChat products.","image":"https://res.cloudinary.com/dn1j6dpd7/image/upload/v1597819200/press/Company%20news/tinified/community_1.png"},{"id":"livechat-is-bringing-its-chatbot-factory-out-of-beta","title":"LiveChat launches Users in ChatBot","date":"2018-03-14T14:45:27.347Z","category":["ChatBot"],"description":"BotEngine’s features portfolio has expanded to include rich messages, two types of matching system and API documentation. LiveChat has announced that it is still working to create the most comprehensive product of all chatbot factories.","image":"https://res.cloudinary.com/dn1j6dpd7/image/upload/v1597757760/press/Company%20news/tinified/users-chatbot.png"},{"id":"its-here-the-livechat-customer-service-report-2018","title":"It’s here! The LiveChat Customer Service Report 2018","date":"2018-01-25T14:45:27.347Z","category":["LiveChat"],"description":"More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly, the latest LiveChat Customer Service Report 2018 uncovers."},{"id":"livechat-named-bigcommerce-certified-partner","title":"LiveChat Named BigCommerce Certified Partner","date":"2017-10-27T14:45:27.347Z","category":["LiveChat"],"description":"LiveChat offers a chat application to help fast-growing businesses to stay in touch with their customers, anytime and anywhere, just as they have come to expect. "},{"id":"bots-come-to-live-as-livechat-integrates-botengine","title":"Bots come to ‘live’ as LiveChat integrates BotEngine","date":"2017-10-09T14:45:27.347Z","category":["ChatBot"],"description":"LiveChat has announced its integration with BotEngine, a chatbot platform. From now, each of over 21,000 companies already using the chat application is able to boost their customer service with bots with just one-click.","image":"https://res.cloudinary.com/dn1j6dpd7/image/fetch/v1588331125/https://kdev.io/by_timestamp/1587164002874/config/default/url/https://kdev.io/by_timestamp/1587164002874/config/default/url/https://success-cms.labs.livechatinc.com/app/uploads/2020/04/Support-your-business-with-chatbots.png"},{"id":"livechat-hits-20000-customers-in-150-countries","title":"LiveChat hits 20,000 customers in 150 countries","date":"2017-06-21T14:45:27.347Z","category":["LiveChat"],"description":"One of the most popular customer service software provider has reached a new milestone. LiveChat now has over 20,000 customers."}],"slug":"companies-struggle-to-keep-their-customers-happy","frontmatter":{"title":"Companies struggle to keep their customers happy","date":"2019-02-05T14:45:27.347Z","category":["LiveChat"],"description":"LiveChat has just published the results of their fourth annual Customer Service Report. The numbers presented indicate that companies are following almost the same path adopted a few years ago, and it’s rather bad news.","image":"https://res.cloudinary.com/dn1j6dpd7/image/upload/v1600078177/press/Company%20news/tinified/struggle_1.png"},"htmlContent":"\u003cp\u003e\u003ca href=\"https://www.livechat.com/\"\u003eLiveChat\u003c/a\u003e has just published the results of their fourth annual \u003ca href=\"https://www.livechat.com/customer-service-report/\"\u003eCustomer Service Report\u003c/a\u003e. The numbers presented indicate that companies are following almost the same path adopted a few years ago, and it’s rather bad news.\u003c/p\u003e\n\u003cp\u003eThis was another year in a row when customer satisfaction for live chat app conversations dropped. The companies featured in the report scored 82.26 on a 100-point scale, a slide of 1.5 percent from 2017. From the 19 industries covered by this report, only 4 rated higher, LiveChat’s analytics team said.\u003c/p\u003e\n\u003cp\u003eThis year’s \u003ca href=\"https://www.livechat.com/customer-service-report/\"\u003eCustomer Service Report\u003c/a\u003e is based on data gathered from 25,000 companies representing 19 industries from 150 countries. LiveChat’s team analysed 47.4 billion website visits, 437 million chats and 21 million tickets to produce the insights.\u003c/p\u003e\n\u003cp\u003eThe Report’s results confirm, for the third year in a row, that the demand for live chat has kept growing. Even though the number of analyzed companies grew by over 20% year on year, the average number of chats they handle remains at a steady average of around 1000 per month.\u003c/p\u003e\n\u003cblockquote\u003e\n\u003cp\u003eCustomers 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.\u003c/p\u003e\n\u003cp\u003eSzymon Klimczak, CMO at LiveChat\u003c/p\u003e\n\u003c/blockquote\u003e\n\u003cp\u003eThe top and bottom performing industries in the customer satisfaction category remain the same this year. The software industry had a customer satisfaction rate of 90.6% (90.69% in 2017) and Web Hosting had 89.2% (89.64% in 2017). They weren’t the fastest in first response time and the handle time rankings, but they’ve made their customers the happiest by solving their issues in one touchpoint.\u003c/p\u003e\n\u003cblockquote\u003e\n\u003cp\u003eIn the age of automatization, bots and voice assistants’ short first response time no longer impresses the user. Consumers have more clearly defined goals so they’re going to be more discerning about the quality and efficiency of each support experience. This trend for tech companies appears in the report for the third time and, surprisingly, it hasn’t caught on in other industries yet. We believe that great communication with the customer comes not only from knowledge but also from making the right use of integrations between tools. Tech companies are naturally more advanced in managing their technology. They gather information about the customer from multiple sources and collect them in a single place. This way communication becomes easier to handle, no matter where the customer has come from.\u003c/p\u003e\n\u003cp\u003eSzymon Klimczak, CMO at LiveChat\u003c/p\u003e\n\u003c/blockquote\u003e\n\u003cp\u003eAt the other end of the ranking, the worst customer satisfaction rate was experienced by the Travel Industry (75%) and the Games and Gambling industry (77%). When it comes to the size of the company, the lowest customer satisfaction rate was noticed across medium-sized companies (10-99 employees).\u003c/p\u003e\n\u003cp\u003eThe takeaway message from the report is that companies should focus more on differentiating customer service and on the quality of the communication. Nowadays, we’re observing much deeper intelligence and connectivity in the conversational space. With the advancement of technology, customer expectations are increasing and this trend will not change. What’s more, it’s going to be even deeper with the increasing popularity of natural language interfaces or video and voice chats.\u003c/p\u003e\n\u003cp\u003eOthers key highlights from the \u003ca href=\"https://www.livechat.com/customer-service-report/\"\u003e2019 Customer Service Report\u003c/a\u003e\u003c/p\u003e\n\u003ch2\u003eThe end of the year is still the busiest time\u003c/h2\u003e\n\u003cp\u003eDuring the last quarter of the year, the biggest increases in chat numbers were noticed in Games and Gambling (avg. 8.3 million chats monthly), Retail (avg. 2.1 million chats monthly), and Entertainment (avg. 1.8 million chats monthly).\u003c/p\u003e\n\u003ch2\u003eThe summer months start to heat things up\u003c/h2\u003e\n\u003cp\u003eThe Education industry is, in large part, responsible for the increase in the number of chats in the summertime. The team noticed that this rose from May until October. It may be related to the end of the semester and the application process that happens in colleges and universities at that time.\u003c/p\u003e\n\u003ch2\u003eThe happiest customers are in the Philippines and Thailand\u003c/h2\u003e\n\u003cp\u003eIn 2018, the Philippines and Thailand overtook Australia which had been leading the ranking for three years. The Philippines scored 91.71% and Thailand 89.39% for customer satisfaction.\u003c/p\u003e\n\u003cp\u003e_\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"https://www.livechat.com/\"\u003eLiveChat\u003c/a\u003e, a provider of chat applications, has been publishing its customer service analysis since 2015. The aim of these reports is to indicate live chat trends and allow companies to stay up-to-date on the overall customer service metrics that matter for their businesses. \u003ca href=\"https://www.livechat.com/resources/\"\u003eHere\u003c/a\u003e you can find the materials from previous years.\u003c/p\u003e\n\u003cp\u003e\u003cem\u003eBoston, Massachusetts – 01/29/2019\u003c/em\u003e\u003c/p\u003e\n"},"__N_SSG":true},"page":"/press/company-news/[slug]","query":{"slug":"companies-struggle-to-keep-their-customers-happy"},"buildId":"Qu0ibd4CWhCKDcC0xpsiP","isFallback":false,"gsp":true,"scriptLoader":[]}</script></body></html>