Live Chat Benchmark Report 2019

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Live Chat Benchmark Report 2019

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Chapter 12

Highlights by Team Size

Before we wrap up, let’s take a look at some of the main live chat metrics broken down by team size.

While it will be insightful to compare your organization’s results to these, keep in mind that these numbers are only part of the story. Time- and volume-based metrics will only take you so far in setting proper goals for your team. There is no direct correlation between length of chat and satisfaction rate, as is revealed above – larger teams may have longer chats but they are still able to achieve higher satisfaction scores.