Any manager worth their salt will track their live chat KPIs to understand how well their team is functioning. But can you really know this if you don’t compare your performance metrics to benchmark data? 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