Channel Comparison Chart

Which service channels are right for your website?

Trying to decide whether to add self-service/knowledgebase, email, live chat, VoIP click-to-talk, a combination, or all of the above, to your website? Refer to this comparison table before you make your decision.

Self-Service/ FAQ Email Live Chat Phone/ Click-to-Talk Costs Cost to handle issue $0.30-$0.50 $2-$4 $1.50-$2.50 $3-$8 Cost to handle issue with escalation [more details] This refers to when customer issues cannot be resolved immediately and require escalation to another representative or supervisor. $3.30-$7.50 $5-$12 $3-$5 $6-$14 Revenue Impact Conversion rates = = +35% +35% Average order size = = +35% +20% Customer Experience First contact resolution [more details] According to Forrester Research, first contact resolution is critical to building high customer satisfaction (CSAT). Average CSAT for issues handled in one interaction >75%. When issues required three interactions, CSAT dropped to <25%. ~30% ~40% ~70% ~70% "Excellent" or "very good" customer satisfaction rating ~40% ~50% ~85% ~80% Service Levels & Agent Productivity Real-time interactive communication channel     Supports concurrent interactions     Integration and Web collaboration [more details] LivePerson's Operator Console reveals valuable insight into marketing activities that drive traffic to your website. Our collaboration tools, such as page-push, co-browse and form-sharing technology, facilitate seamless escalation between channels.     Click-to-Talk only General Recommendations Type of inquiry basic basic basic-complex most complex Transaction type low value/ low margin low value/ low margin high value/ low-high margin high value/ high margin

Channel Best Practices

	Reserve for simple requests that limit escalation exposure. Offer chat as preferred escalation channel.  [more on Knowledge Base]
	Promote where automated responses can satisfy majority of inquiries. Offer chat as escalation path. Deflect to chat where escalation would be likely. [more on Email Management]
	Use as primary channel as it offers best balance of real-time communication, CSAT, FCR & Cost. Use aggressively to deflect phone issues which can be handled by chat.  [more on Live Chat]
	Reserve for your most complex interactions and as a last resort for escalation. Click to talk provides additional benefits and agents tools that leverage the website, and keeps the customer online.  [more on Click to Talk]
Data compiled from LivePerson internal research.