Help Measure Your Live Chat Success

Live Chat Benchmark Report 2016

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Chapter 1

Data and Methodology

The data discussed in this report has been gathered over the course of 2015, from the 1st of January, 2015 to the 31st of December, 2015.

We reached this segment after applying the following conditions:

  • Only paying customers with established live chat implementations were taken under consideration
  • To qualify for the report a company had to have at least 10 chats per month
  • Similar businesses were grouped into broader industry categories

This allowed us to filter out trial accounts that are not representative of the actual customer service a company provides, as well as those that didn’t reach a minimum level of web traffic. The purpose of these omissions is to obtain metrics that are both comprehensive and accurate; the more precise our metrics are, the more useful they can be to your organization’s customer service team.

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