Live Chat Benchmark Report 2017

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Data and Methodology

The data discussed in this report has been gathered from the 1st of January, 2016, to the 31st of December, 2016. The data sample covers companies all over the world, and represents 12 industries that use live chat either for customer service or for online sales.

The criteria for selection within the report were:

  • Only customers with established live chat implementations were taken under consideration. This allowed us to filter out trial accounts that are not representative of the actual customer service a company provides.
  • To qualify for the report, a company had to have at least 30 chats per month. This ruled out those that didn’t reach a minimum level of web traffic.

Taking this approach has allowed us to create a report which provides comprehensive, accurate insights to benefit your organization’s customer service team.

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