Report

Live Chat Benchmark Report 2020 Covid-19 Edition

Introduction

Chapter 1
Chats per month

Chapter 2
Chats per agent per month

Chapter 3
Wait time

Chapter 4
Chat duration

Chapter 5
Customer satisfaction

Chapter 6
Mobile chats

Chapter 7
Industry breakdown

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Chapter 7

Industry breakdown

Our report includes data from 14 different industries. Here is a comparison of the main live chat metrics broken down per industry, showing the figure for January to March on the first line, April to August on the second line, and the percentage change on the third line.

Industry	Wait time	Average chats per month	Chat duration	Chats on mobile
Business Services	29.6	2425	923	35%
	30.7	1329	850	39%
	+4%	-45%	-8%	+4%
Consumer Products & Services	27.5	1109	605	68%
	71.4	3688	625	63%
	+159%	+233%	+3%	-5%
eCommerce	72.8	597	1004	38%
	77.8	805	970	37%
	+7%	+35%	-3%	-1%
Education	36.3	2032	853	32%
	39.9	3243	1035	30%
	+10%	+60%	+21%	-2%
Banking and Finance	105.4	2890	740	39%
	37.1	1840	754	38%
	-65%	-36%	+2%	-1%
Government & Not-for-profit	42.3	928	774	40%
	22.5	1593	715	42%
	-47%	+72%	-8%	+2%

Jan.-Mar.&Apr.-Aug. Difference	Wait time	Average chats per month	Chat duration	Chats on mobile
Healthcare	116.8	716	755	41%
	77.8	495	814	47%
	-33%	-31%	+8%	+6%
Manufacturing	86.4	4760	1026	36%
	182.6	343	1242	20%
	+111%	-93%	+21%	-16%
Real Estate	2.7	1884	657	3%
	1.5	1368	711	4%
	-44%	-27%	+8%	+1%
Recreation	17.2	8124	401	82%
	14.2	9753	438	83%
	-17%	+20%	+9%	+1%
Technology	73.2	3352	1192	29%
	69.4	2474	1089	28%
	-5%	-26%	-9%	-1%
Telecoms	28.6	1239	765	35%
	34.1	1450	803	40%
	-19%	+17%	+5%	+5%
Travel	15.4	324	860	45%
	2.5	197	655	61%
	+245%	-39%	-24%	+16%