The demand for live chat skyrocketed in lockdown, says Moneypenny CEO Joanna Swash, so it’s imperative businesses invest in this communication channel
Lockdown has precipitated in a big boost for live chat – and we have the data to prove it. During the months of mass home working, since late March, we have seen many organisations having to adapt to the new government guidelines and social distancing laws.
Companies have seen a big increase in customer service calls and emails, with people trying to organise their accounts while stuck in isolation. This spike in enquiries has meant that businesses have had to adapt their forms of communication for lockdown, and this has resulted in the demand for live chat skyrocketing.
Here at Moneypenny, we analysed our internal data that clearly showed how lockdown led to an increase in live chat. Our data highlights that there are more live chat users in April or May compared to February.
Live chat has managed to fill the gap between the ease of email and the speed of phone calls. In times of panic and high stress, live chat has kept people connected and relieved some of the pressures faced by customer service teams.
Busy times also saw a shift during lockdown, mirroring the amount of people having to switch to working from home as isolation rules became more strict. During the peak of lockdown, the study shows live chat at its peak at 1pm: lunchtime for those remote working.
However, in the week commencing May 11 (week 20), after the prime minister’s announcement that some employees could return to work, we can see an even higher increase in live chat by 37 per cent at 10am and 41 per cent at 1pm.
Post-Lockdown Live Chat Spike In Automotive And Property Enquiries
The large business sector saw the highest uptake with a 9 per cent increase in live chat length. This is closely followed by the Automotive sector with a 7 per cent increase. With lockdown affecting businesses across all industries, the study also focused on the changes to specific industry enquiries. The large business sector saw the biggest increase in the volume of chats, followed by the automotive sector who had the second-highest increase.