Live chat is quickly becoming a must-have customer service channel for businesses in an array of different industries.
But after implementing live chat, how can you truly measure your team’s performance? This is a question that concerns executives and management.
To help answer this question, we’ve produced this benchmark report based on the real-world live chat operation data from a large range of different international industries.
This benchmark report explores:
- Five main customer service metrics: customer satisfaction, wait time, chat duration, chats per month and chats per operator per month
- The correlation between customer satisfaction and other four metrics
- Breakdown of the 5 customer service metrics by industries
- Breakdown of the 5 customer service metrics by countries