Live Chat Benchmark Report 2020
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Chapter 12
The table below reveals 2019 aggregate chat data by team size as an important basis for comparison.
Team Size | Average CSAT | Wait Time | Chats per Month | Chats per agent per month | Chat Duration |
---|---|---|---|---|---|
1-5 agents | 82.72% | 51s | 1,373 | 862 | 12m 31s |
6-10 agents | 83.17% | 28s | 6,427 | 1293 | 10m 20s |
11-25 agents | 84.02% | 23s | 17,140 | 2,137 | 9m 44s |
26-50 agents | 81.84% | 92s | 1,471 | 2,137 | 12m 32s |
>50 agents | 87.95% | 44s | 38,075 | 597 | 10m 54s |
Overall | 83.04% | 46s | 7,647 | 1,059 | 11m 55s |
Our Comm100 AI chatbot has helped us automate answers to our customers’ most common questions, as well as some of our most common workflows. This significant timesavings has enabled our agents to better address more complicated queries. I’m looking forward to seeing what further efficiencies we can drive with our bot in 2020!
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