Live Chat Benchmark Report 2019


Live Chat Benchmark Report 2019

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Chapter 10

Mobile Chats

93 average sessions per month, 89% Customer Satisfaction rating, 3 minutes, 59 seconds average duration

In 2018, Comm100 released our co-browsing capability. Co-browsing allows the agent to instantly view and interact with a customer’s web browser – when invited – so they can eliminate barriers to communication and troubleshoot issues more easily. Co-browsing can be used for sales and support, to demonstrate a feature or capability to a customer or to walk her through the solution to a complex technical issue.

Our customers had an average of 93 co-browsing sessions per month. Each co-browsing session averaged 3 minutes and 59 seconds. Given that it is easier to talk than to type, we can assume that chats involving co-browsing are likely shorter than chats without co-browsing. This would indicate that co-browsing can be a valuable time-saver for your agents. But that’s not the only benefit: visitors also love this capability, rating co-browsing sessions an average of 89.3% – more than six points higher than the average overall CSAT for 2018 (83.1%).

It’s not surprising to see customer satisfaction for co-browsing sessions rate six points higher than the overall satisfaction average. Co-browsing really taps into chat’s potential by letting reps see what the customer is seeing while messaging back-and-forth in real time. This feature is ideal for tech support, customer success teams, and any other situation where it’s helpful to look at the same thing the customer is seeing on their computer.

Becky Roemen
Author, The Service Culture Handbook

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