Prøveperiode

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 20 illu

Customer portal benchmarks

There is an apparent disconnect between expectations and reality when it comes to customer portals. Most customers prefer to solve problems independently and expect to find dedicated self-help sections on business websites. Our research indicates that over 77% of customers reported using a self-service portal in the past, with 60% looking for help on desktop computers, 38% on mobile devices, and 2% on tablets. 

However, the reality is that very few businesses (10%) provide self-help tools like customer portals. Moreover, only 2% use forums to build online communities, and only 1% use multi-knowledge bases to serve customers in different languages.

In addition to very few businesses offering customer portal services, response times are slow. Our benchmark report indicates that 10% of customer queries submitted through the customer portal get answered within the first hour. 60% of questions are answered in the first 24 hours, and 90% in the first 48. The average time to first response is 6 hours, and the average handling time for a customer portal ticket is 2 to 3 days. After a ticket is resolved, it takes an average of 10 minutes to wrap up any related tasks. 

Customer portals boast a 95% resolution rate and a 95% reply rate despite slow response times. They also have a high CSAT rating (92%), a  +45 NPS rating, and a CES rating of 10, indicating that customers are generally satisfied with the service they receive.

In terms of ticket volume, our research indicates that on average, a customer portal receives five tickets per day, and has ten tickets in the backlog. In addition, 0.25 tickets are transferred before they are resolved, and 80% of customer portal tickets are submitted during working hours.

As for cost per ticket, customer portal queries are relatively cheap to answer, with the average cost per contact being $5.

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77%

of consumers report having used a self-service portal.

Microsoft

#Hashtags

60%

of customers look for help on desktop computers,

38%

on mobile devices,

2%

on tablets.

LiveAgent

#Hashtags

Only 1%

of companies use multi-knowledge bases to serve customers in different languages.

LiveAgent

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#Hashtags

2%

of companies use forums to build an online community.

LiveAgent

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#Hashtags

10%

of companies use customer portals.

LiveAgent

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#Hashtags

The resolution rate for customer portals is

95%

LiveAgent

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#Hashtags

The average handling time

for customer portal tickets

is between

2-3days.

LiveAgent

#Nejaké hashtagy
#Hashtagy

The average after-contact work time for customer portal tickets is

10 min

Tyche Softwares

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A customer portal ticket goes through an average of

0.25

transfers before it is resolved. 

LiveAgent

#Hashtags

The average customer portal cost per contact is

$5

LiveAgent

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#Hashtags

For customer portals, the average time to first response is

6 hours

LiveAgent

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#Hashtags

The customer portal has a

92%

satisfaction rating (CSAT).

LiveAgent

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#Hashtags

10%

of customer queries

submitted through

the customer portal get answered within the first hour, 60% in the first 24 hours,

and 90% in the first 48 hours. 

LiveAgent

#Hashtags

The average Net Promoter

Score (NPS) for customer

portals is

+45

LiveAgent

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#hashtag2

The average Customer Effort Score (CES) for customer portals is

ten.

LiveAgent

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The number of support tickets in the customer portal backlog is typically 

four.

LiveAgent

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The average number of net tickets from the customer portal is 

5 per day

LiveAgent

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80%

of tickets through the customer portals are submitted during working hours and around 20% after working hours.

LiveAgent

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#Hashtag
#hashtag2

The average reply volume for customer portals is

95%

LiveAgent

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