Report

Help Measure Your Live Chat Success

Live Chat Benchmark Report 2016

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Conclusion

Report Summary

When looking at the metrics in this benchmark report, we saw one clear theme: live chat customer satisfaction comes from quality, not speed.

When operators and organizations had fewer chats to handle overall, they had significantly higher rates of customer satisfaction than their busier counterparts. It’s likely that this is a result of being able to resolve problems more thoroughly and with undivided attention. It also explains why chat durations at 15 minutes led to a higher satisfaction rate than chats with a duration of 10 or 5 minutes. Customers want to feel heard; they don’t want to feel like just another number in your queue.

Overall, it’s important to realize that in an industry where there is so much emphasis on quick response time and on speedy resolution, customers are looking for a deeper commitment from the companies and institutions they engage with. Use these metrics to help establish a live chat strategy that truly speaks to your customers and their needs, and you’ll find your customer satisfaction rates will soar to new heights.

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