To find the answer, we hired a third-party firm to "mystery shop" 800 brands in June 2020. Our hope is that results in this report serve as a benchmark and an inspiration for other brands during this challenging time.
This report includes:
- How extreme wait times have affected customer loyalty
- Expectations for email first response times in February vs. June
- How live chat is (and is not) being used effectively
- Insight and advice from top performers
See if your company was part of this study!