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