Many of us subscribe to newsletters, probably lots and lots of newsletters. The chances of reading through them all each time they arrive is pretty low but sometimes as you skim through you find a gem. I recently received the July issue of the newsletter from 4imprint, a vendor we’ve used for branded materials for trade show giveaways to client holiday gifts. This issue focused on social customer service. Of course they did weave in ways their products could help, but with a relevant and ‘non-intrusive’ approach. The newsletter had highlights of an article with much more detail, a ‘blue paper’ as they are called by 4imprint. Those highlights were interesting enough that I decided to look at the original article. One statistic in particular was surprising: “Those customers who use live chat for service report a satisfaction rate of 92 percent. This satisfaction rate is higher than that for service via phone, web form, email and social media.” Live chat was followed pretty closely by voice which received an 88% satisfaction level.
The full article is here and quite interesting. There are examples of how well known companies are approaching customer service, research findings, and recommendations as to how you might improve service to your customers. And the sources are well documented! How often have you wanted to use a stat you’ve seen somewhere but couldn’t trace it back to an original source? The accompanying Infographic is a great summary. Well done 4imprint!