The smaller the team, the fewer the total chats. But team size is obviously not causal here. It goes without saying that chat volume rises more or less in concert with company size, which is also the typical cause of growth in team size. But growth is not linear: following the team size breaks we used in our analysis, the increase in average chats per month rises by 384%, 327%, 154%, and finally by 224%.
The challenge for organizations is to find the balance between supply and demand when making staffing decisions. You will need to look at chat volume, team size, chat duration, wait times, and queue length, and then you will need to consider your chat configuration options and the use of deflection channels like knowledge bases and bots. Finally, you will need to determine how best to reflect your organization’s culture in your live chat strategy. Easy, right?