Live Chat Benchmark Report 2017

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Chapter 2

Key Findings

More website visitors choose live chat as a preferred communication channel

When looking at the data in 2016, we found that the chat-to-visit ratio improved by 4.94% at the most compared to 2015. That is to say, a higher percentage of website visitors chose to chat with agents for help.

Wait time affects customer satisfaction greatly

Out of the 10 countries that improved customer satisfaction, 8 of them had a decreased wait time. At the same time, 10 out 12 industries that improved customer satisfaction shortened visitor wait times.

Live chat agents are getting busier

An average live chat agent has to handle 44.2% more chats per month in 2016 compared to last year. As live chat is becoming increasingly popular and accepted as a preferred online communication channel, we assume that this trend will continue in 2017. Companies had better provide consistent and effective training to make agents competitive and prepared.

Demand for live chat steadily grows

The total chat volume in 2016 nearly tripled that in 2015. Both statistics can back up the conclusion that the demand for live chat
has been steadily growing.

Chat volume fluctuates by seasons

We noticed chat volume reached highs and lows over the course of 2016. The amount of chats handled in July is only about 63% of the
amount handled in December.

Australian companies see the biggest chat volume increase

An average Australian company needs to handle 15 times more chats per month in 2016 than in 2015. Even with the substantially increased workload, they still manage to hit a relatively high customer satisfaction at 91.43%, nearly 10% higher than the global
customer satisfaction rate.

US companies just hit the average line regarding customer satisfaction

US was still the largest participant in our benchmark report, with nearly one third of companies located there. The average monthly
chat volume has increased at a relatively steady rate of 54.74%. Yet the customer satisfaction decreased slightly by 0.85% and just hit the average customer satisfaction line.

Education institutions see the biggest chat volume increase

The education industry saw the biggest chat volume increase of 624.64% in 2016. Consequently, the average wait time increased by
38.85% and customer satisfaction decreased by 3.8%.

Healthcare companies win in customer satisfaction

The healthcare industry takes the lead in customer satisfaction in 2016, reaching 93.38% by gaining a positive 8.08%.

Consumer service and recreation companies were the fastest

In the consumer service industry, live chat agents spent only 23.38 seconds to connect with visitors on average. Recreation companies
were the fastest in handling chats, with the average chat length of only 9 minutes and 25 seconds.

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