Report

Live Chat Benchmark Report 2021

It’s hard to find a live chat team left unscathed from the turmoil of 2020. But after such a disruptive year, how do you know how well your team performed? Where are you winning, and where could you be doing better?

Our annual Live Chat Benchmark Report analyzes 66+ million chats to reveal the key live chat metrics from 2020 across team size and industry.

Alongside this, we have expert commentary from customer service and CX leaders helping to explain what the data means and how to best manage your live chat operations in 2021.

You will learn:

    • Key live chat metrics from 66+ million chats, broken down by team size and industry for accurate comparisons
    • How live chat operations, consumers, and agents have been affected by the events of 2020
    • Best practices for preparing your live chat team for 2021 and beyond
    • Expert commentary from customer service and CX leaders.

[Spoiler: some stats will shock – average CSAT for live chat hit an all-time high benchmark peak in 2020!]

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