Report

Live Chat Benchmark Report 2021

Introduction

Chapter 1
Chats per month

Chapter 2
Chats per agent per month

Chapter 3
Wait time

Chapter 4
Chat duration

Chapter 5
Customer satisfaction (CSAT)

Chapter 6
Mobile chats

Chapter 7
Industry breakdown

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Chapter 7

Industry breakdown

Our report includes data from 14 different industries. Here is a comparison of the main live chat metrics broken down per industry, showing the figure for 2020 on the first line and 2019 on the second line.

Industry	Chats per agent per month	Mobile chats	Wait time (seconds)	Chat duration (m:s)
Business & Financial Services	1193	56%	36	9:50
Business & Financial Services	478	54%	38	10:38
Business Services	484	41%	44	17:27
Business Services	275	80%	37	7:55
Consumer Products & Services	264	34%	10	17:19
Consumer Products & Services	192	58%	24	9:56
Education	160	43%	70	18:53
Education	124	23%	28	10:30
Government & NFP	906	67%	24	17:59
Government & NFP	204	40%	37	10:45
Healthcare	420	53%	6	9:54
Healthcare	152	53%	14	8:12
Manufacturing	132	40%	24	12:31
Manufacturing	92	14%	52	9:53
Real Estate	484	88%	0	5:35
Real Estate	167	30%	11	8:05
Entertainment	1017	66%	29	9:25
Entertainment	1865	69%	21	5:27
Retail/eCommerce	780	46%	68	18:51
Retail/eCommerce	373	29%	56	14:13
Technology	307	28%	88	17:24
Technology	358	23%	84	12:30
Telecommunications	122	27%	42	11:48
Telecommunications	138	36%	35	14:55
Transporation	25	38%	53	11:20
Transporation	90	30%	23	5:52
Travel	406	38%	50	16:27
Travel	220	39%	18	14:18