Report

Live Chat Benchmark Report 2020

Introduction

Chapter 1
Customer Satisfaction

Chapter 2
Wait Time

Chapter 3
Chat Duration

Chapter 4
Canned Message Utilization

Chapter 5
Proactive Chat Acceptance Rate

Chapter 6
Chat Volume by Month

Chapter 7
Average Chats Per Month

Chapter 8
Chats Per Agent Per Month

Chapter 9
Mobile Chats

Chapter 10
Co-browsing

Chapter 11
AI-Powered Chat

Chapter 12
Team Size Breakdown

Chapter 13
Industry Breakdown

Conclusion

Next Chapter Download PDF

Chapter 12

Team Size Breakdown

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!