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Live Chat Benchmark Report 2022

Live Chat Metrics 2022 – Benchmark Data

Every year, we dig into the Comm100 platform to uncover the latest live chat benchmarks so you can understand where your team is performing well, and where it needs some improvement. After all, how do you know if a 20 second average wait time is good, if you don’t know what competitors in your industry are achieving? 

This year we’ve analyzed over 36 million chats and broken it all down by industry and team size, offering exclusive data on chat duration, CSAT, volume, and much more. 

Read on for a snapshot of our Live Chat Benchmark Report 2022, then download the free report below to gain access to all the benchmark data you need on your journey to customer experience (CX) excellence. 

Download: Live Chat Benchmark Report 2022

Download: Live Chat Benchmark Report 2022

Get exclusive access to the latest live chat benchmark data so you know how well you’re performing compared to your peers.

Download the report
Report

Key takeaways  

1. Chat volume per agent increased 

On average, chats per agent increased by 33% in 2021. Teams of 26+ agents experienced the highest increase at 101%. 

This uplift need not cause concern, however. In 2020, in anticipation of a spike in chat volume, many companies significantly increased team size, which resulted in an overall dip in chats per agent. The increase in chats per agent in 2021 therefore is a correction as teams began to return to normal. We expect this data point to stay steady for the upcoming year, and even potentially dip as companies recognize the importance of agent experience (AX) in achieving high customer experience (CX). 

Read more – The Best Customer Experience Needs the Best Agent Experience – Expert Commentary 

2. Customer satisfaction (CSAT) dipped 

Customer satisfaction (CSAT) scores saw a minor decrease among all team sizes in 2021, at 84% compared to 85.6% in 2020. While this statistic may look concerning, in context of a record-high benchmark score in 2020, 2021’s CSAT average is still a very strong score. 

Large teams experienced the largest drop in CSAT – down by 2.8% drop year-over-year – yet they still maintain the highest score of all team sizes in 2021 at an impressive 86.2%. On the other hand, smaller teams of 1-5 agents saw the lowest score, with a slightly disappointing 80.5% positive customer satisfaction rate. 

With smaller teams handling a higher volume of chats per agent, it appears that CSAT suffers. With agents rushing conversations to resolve customer issues, quality can be diminished. This is also true of agents attempting to handle too many simultaneous chats. To help counter the impacts of high chat volume to quality, managers striving for CX excellence should set limits on concurrent chats for agents according to skill and experience. 

3. Chat duration stayed steady 

Chat duration in 2021 saw little movement compared to 2020, rising only 2% to an average of 11 minutes and 9 seconds. As 2020 saw a major increase of 18% compared to 2019, it appears that chat duration is normalizing as more teams adopt live chat for the majority of customer interactions. 

With teams of all sizes placing a greater emphasis on CX excellence, we anticipate a trend towards longer chat durations. As customer service managers increasingly recognize the value of CX excellence, expect a continuing emphasis placed on quality over quantity in customer interactions. This personalized service is where live chat excels at. 

Download the full Live Chat Benchmark Report 2022 

With an analysis of over 36 million live chats that passed through the Comm100 platform in 2021, our complete report includes more insights on these topics as well as wait times and mobile chats. To see how you compare to your peers by industry and team size, download the complete Live Chat Benchmark Report 2022 today. 

Download: Live Chat Benchmark Report 2022

Download: Live Chat Benchmark Report 2022

Get exclusive access to the latest live chat benchmark data so you know how well you’re performing compared to your peers.

Download the report
Report

About Kate Rogerson

Kate is the Content Marketing Specialist at Comm100. She has extensive experience in content creation for technology companies across the world, including the UK, Australia and Canada. She specializes in B2B messaging, branding and soccer trivia.