How can you really understand how well your team is performing if you don’t compare your KPIs with the benchmarks? Your team has an average wait time of 20 seconds – this is good, or is it?
Analyzing over 36 million live chats that passed through the Comm100 platform in 2021, this report provides live chat benchmarks for the key metrics, broken down by team size and industry.
With these data points at hand, you can understand where your team is excelling and where it needs improvement, helping you on your path to digital customer experience (CX) excellence. Download the report to find out the following live chat benchmarks:
- Chats per agent per month
- Wait time
- Chat duration
- Customer satisfaction (CSAT)
- Mobile chats
- Full industry breakdown