1. 2013’s New Need-to-Know
Online Customer Service
Statistics

2. EXPECTATIONS FOR SPEED OF SERVICE
…If they don’t receive
it, 48% will
abandon the site
71% expect assistance within
five minutes
(2013 LivePerson Connecting with Customers Report)

3. Top Ten
Elements of
a Great
Online
Experience
10

4. ELEMENTS OF A GREAT ONLINE EXPERIENCE
Getting my issue resolved
quickly (82%)1
(2013 LivePerson Connecting with Customers Report)

5. ELEMENTS OF A GREAT ONLINE EXPERIENCE
Getting my issue
resolved
in a single
interaction
(56%)
2
(2013 LivePerson Connecting with Customers Report)

6. ELEMENTS OF A GREAT ONLINE EXPERIENCE
Dealing with a friendly
customer service
representative (45%)
3
(2013 LivePerson Connecting with Customers Report)

7. ELEMENTS OF A GREAT ONLINE EXPERIENCE
Being able
to follow up
with the same
person if
necessary
(37%)
4
(2013 LivePerson Connecting with Customers Report)

8. ELEMENTS OF A GREAT ONLINE EXPERIENCE
Being able to record,
print, save a copy of
the interaction
with the brand (28%)
5
(2013 LivePerson Connecting with Customers Report)

9. ELEMENTS OF A GREAT ONLINE EXPERIENCE
Having follow-up after the inquiry to
ensure I am satisfied (27%)
6
(2013 LivePerson Connecting with Customers Report)

10. ELEMENTS OF A GREAT ONLINE EXPERIENCE
Providing
me with
customized
offers
(27%)
7
(2013 LivePerson Connecting with Customers Report)

11. ELEMENTS OF A GREAT ONLINE EXPERIENCE
Being able to
do other things
while my issue
is resolved
(21%)
8
(2013 LivePerson Connecting with Customers Report)

12. ELEMENTS OF A GREAT ONLINE EXPERIENCE
Not having
to speak to
someone
(17%)
9
(2013 LivePerson Connecting with Customers Report)

13. ELEMENTS OF A GREAT ONLINE EXPERIENCE
Having a personalized
experience (17%)
10
(2013 LivePerson Connecting with Customers Report)

14. Top 5 Sources of
Assistance
Consumers Desired ..

15. SOURCES OF ASSISTANCE CONSUMERS DESIRE
A telephone number to call
customer service (61%)
Email address for customer service (60%)
Live chat (57%)
FAQ section or knowledgebase (51%)
Click to call, having a live
agent call back (34%)
1
2
3
4
5
(2013 LivePerson Connecting with Customers Report)

16. Half of online consumers
(51%) said they would
either try once or give up
immediately when seeking
help when making or
considering an online purchase
(2013 LivePerson Connecting with Customers Report)

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