Report

Live Chat Benchmark Report 2018

Live Chat Benchmark Report 2018

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Introduction

Note: This version is out of date! Get the most updated version of this report for 2020 here.

Live chat isn’t the new kid on the block any more. As a customer communication channel, chat is rapidly maturing, causing new challenges, implications, priorities and standards of care for professionals everywhere.

That’s why, every year, we produce our Live Chat Benchmark Report – helping you to discover the latest customer service trends and metrics which influence your CX strategy.

We are extremely proud that this year, our report has also been produced in partnership with CCW Digital – the world’s largest global online community for customer contact professionals.

Inside you’ll find:

  • Customer service data from 40 million chat interactions
  • Latest trend analysis, based on 5 years of live chat benchmark data
  • Insights and tips from industry experts, analysts and thought leaders

Thank you to everyone who participated in the report:

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