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Live Chat Performance Metrics 2022 – Higher Education

Your live chat team has an average wait time of only 30 seconds. That’s great. Or is it? Take a look at these higher education live chat performance metrics, segmented by team size, to learn how you stack up against your competitors and understand where your team could improve.

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How does your live chat team stack up?

From analyzing thousands of data points that have passed within the Comm100 platform, here are the most up-to-date live chat performance metrics from higher education, segmented by team size so you can understand how well your team is performing. 

Simply choose your team size to get a personalized look into how you compare to institutions of a similar size. Don’t forget to download your personalized report and share it with your team. 

Customer satisfaction score (CSAT)
Ratings on a scale of 1-5 
Mobile chats
% of total chats on mobile 
121 sec
Wait time
Time visitor waits to be connected to agent
Chat duration
Time visitor and agent are in conversation
Response time
Time it takes for agent to send first message
Messages per chat
Total number of messages by agent & visitor per chat

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