Live Chat Benchmark Report 2019

Report

Live Chat Benchmark Report 2019

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Chapter 13

Highlights by Industry

Our 2018 report includes data from 14 different industries, with Real Estate being new to the mix. Here is a comparison of the main live chat metrics broken down per industry, showing year-over-year percentage changes.

Allowing our members to choose the way they want to communicate with us has always been important. Live chat provides another great channel, and it helps us connect to a segment of our members who may not pick up the phone. More and more members are using this technology, and we’ve received very positive feedback on their experiences.

Mark Koppedryer
SVP Retail, Veridian Credit Union

In this day and age, you really have to set yourself apart from your competition. One of the ways we here at Stata achieve that is through our above and beyond customer service. Every company, regardless of industry or size, should be going above and beyond – it’s simply the type of service that customers now expect everywhere. Our customer satisfaction score currently sits at 97% but we’re still always looking for ways to go “overboard” on service excellence. For us, live chat is a competitive differentiator.

Collin McNiel
Director of Account Management, StataCorp

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