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% |
