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Language switcher

–Hidden comment

Use attributes in format region_from and region_to= to change the languages showing in language switcher.
Available regions are:
europe_from europe_to
asia_from asia_to
mideast_from mideast_to
america_from america_to

Example:
europe_from=0 europe_to=22 will put all languages (ordered in language switcher settings) from 1 to 21 to Europe region:
asia_from=22 asia_to=25 will put all languages from 23 to 24 (so only 2) into Asia region.

research 6 illu

Most preferred channels

Each consumer group has different preferences when it comes to contacting businesses. For example, some prefer live chat, while others prefer phone support. However, one common characteristic that almost all consumer groups share is that they prefer self-service options to actual support interactions. According to a study by American Express, 60% of US consumers say their go-to channel for simple inquiries is a digital self-serve tool.

Self-service is in high demand because it is faster than traditional support and requires less effort. As a result, an average business receives more than 325,000 views of its support pages every year.

So, how popular are other channels? According to SuperOffice, 42% of customers prefer online chat, 23% email, and 16% social media or forums.

However, despite consumer preferences, our findings showcase that email is the most used support channel, with the average business receiving approximately 10,500 emails a month. Live chat is the second most popular, with the average company receiving over 6,000 chats a month, followed by 672 phone calls and 394 knowledge base submissions. The least used communication channel was social media, with over 60 Facebook messages, 60 Tweets, and 2 Instagram comments per month.

Please note that our customer service stats are purely based on data collected from our clients, which span across multiple industries. Therefore, the data can be entirely different for purely eCommerce-focused businesses or those in another sector.

#SelfService
#SimpleInquiries

60%

of US consumers say their go-to channel for simple inquiries is a digital self-serve tool.

American Express

#TicketVolume

Ticket volume by support channel

LiveAgent

#WebTraffic

The average business knowledge base has

325,000

LiveAgent

research 6 325000

#ChannelPreferences

42%

of customers prefer live chat compared to just 23% for email and 16% for social media or forums.

Super Office

research 6 42

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