Black Friday 2016 Hold Time Stats

Sales stats? Nah. We want customer service stats.


 

Retailers scaled up their customer service during the busiest shopping day of the year. They added helpful FAQs pages, increased self-service tools, and implemented a variety of support channels.

All-in-all, Black Friday hold times were surprisingly impressive. Telephone agents and live chat agents were responsive and efficient. According to StellaService, here’s how long people waited for support during Black Friday 2016.

Customer Service By Phone

It took an average of 106 seconds to reach a customer service agent by phone. Up from 104 seconds in 2015.

A 2-minute wait on the biggest shopping day of the year? Kudos!

The best of the best:
L.L. Bean – 9 seconds
Net-a-Porter Group – 20 seconds
Lululemon – 29 second

Customer Service by Live Chat

Consumers waited an average of 79 seconds to connect with an agent on live chat. Up 55% from the 51 second wait time in 2015.

…79 seconds is still impressive. We spend more time trying to decide which Instagram filter to use. No, really.

Considering e-commerce sales were up 19% from 2015, it’s not surprising that wait times for a live chat agent would increase.

Best of the Best:
Home Depot – 7 seconds
Kohl’s – 5 seconds
Net-a-Porter – 6 seconds

StellaService bases these results on 5 interactions with each of the 30 retailers in its e-commerce index including Amazon, Best Buy and Wal-Mart. Stores Inc.

We grabbed these stats from Internet Retailer’s report on Black Friday 2016. They compiled data collected from StellaService, who harvested stats throughout the day. If you’re interested in diving deeper into the data, you can find that report here.