Report

Live Chat Benchmark Report 2020

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Chapter 2

Wait Time

46 seconds

Down 2 seconds from 2018

The lack of social skills in our society is the problem business leaders are trying to solve. The pendulum has swung over to high tech and low touch, resulting in a longing for a sense of community, belonging, and purpose. For anyone or any business hoping to thrive in the future, they will have to reinvent their business model and marry the digital and human experiences in the best way possible.

John R. Di Julius III
Chief Revolution Officer, The DiJulius Group

Average wait time decreased from 48 to 46 seconds in 2019 – optimistically reversing course from the 11-second increase seen in 2018. However, putting this score in context with customer satisfaction tells a more complete story.

Last year we noted that organizations that scored higher for customer satisfaction also had longer wait times, while those that had the lowest customer satisfaction score had shorter wait times. This still holds true for 2019 as organizations that score 90% or higher CSAT had an average wait time of 1 minute and 32 seconds, while organizations that scored lower than 90% had a wait time of 30 seconds.

Wait time refers to how long a visitor has to wait for an agent to pick up their chat, while queue length is how many people are in line when all agents are busy

Average Wait Time and Queue Length by Team Size

Average Wait Time

When segmented by team size, our findings show that teams with 26 to 50 agents have the longest average wait time and second longest queue length, while teams with 11 – 25 agents have the shortest wait time with a similar queue length. Despite boasting shorter wait times, teams with more than 50 agents had a slightly higher queue length than teams with 26 to 50 agents — most likely due to their higher overall chat volume.

When we blend this data with customer satisfaction data from the previous section, we see a direct correlation between wait time and CSAT, but not queue length. The lesson: People will wait in a fast-moving line. It’s only when the line slows down that CSAT suffers. Kudos to 50+ agent teams for figuring out how to deliver great service. Their apparent secret? See this page.

Regardless of size, organizations need to make sure they are focusing on the right metrics, emphasizing quality scores over efficiency scores.

Organizations that score 90% or higher CSAT had an average wait time of 1 minute and 32 seconds, while organizations that scored lower than 90% had a wait time of 30 seconds.

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