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Live Chat Benchmark Report 2020 Covid-19 Edition

Live Chat Benchmark Report 2020 Covid-19 Edition

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Introduction

“For 5 years running, we have been producing annual Live Chat Benchmark Reports to help organizations understand how they stack up against their counterparts within and across a range of industries and team sizes. Customer service teams use this data to evaluate their live chat operations and learn where they are winning and where they need to focus their attention.

With the emergence of the Covid-19 pandemic in early 2020, so much has been thrown into question, raising the value of benchmarking even further. The sheer volume of customer service queries sky rocketed (we’ve all heard horror stories like WestJet posting wait times of 2299 minutes back in March), while the nature of customer questions, behavioral trends, and expectations all shifted. On top of all this, the sweeping movement from office to remote working added even more complexity and disruption to customer service operations. In June, 42% of the U.S. labor force was working from home full-time, while 33% weren’t working at all.

To help you understand how Covid-19 has impacted your live chat team, we have analyzed key data points from January to March 2020, before the full effects of the pandemic, and compared them to April to August 2020 when the first wave of impacts across the world were in full swing.

The data comes from over 59 million live chats that passed through the Comm100 platform during this time to reveal the impacts that Covid-19 has had for different team sizes across 14 industries. Did chat volumes significantly increase? Did customer satisfaction take a hit as a result? And were wait times really as high as social media claims?

Read on to find the answers to these and other questions. We hope that you find this Covid-19 benchmark edition revealing, and above all, that these up-to-date benchmarks will help you to better manage, prioritize, and improve your live chat operations during these unpredictable times.”

– Kevin Gao, CEO of Comm100

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