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Live Chat Benchmark Report


2020 Live Chat Benchmark Report – Covid-19 Edition

The Covid-19 pandemic has disrupted our world in more ways than we could have ever imagined. While customer service teams were inundated with unforeseen issues, there was also a comprehensive shift towards a work-from-home model that affected organizations and customers alike. It’s no surprise that digital customer communications channels grew in popularity.

Average monthly live chats increased by 23% when comparing January-March with April-August 2020.

While we know Covid-19 was the catalyst, how did it really impact live chat operations? How were customer and agent behaviors affected?  What does this mean for the future of live chat operations? And how can you reset your team’s goals, KPIs, and SLAs in this new and unpredictable environment?

To answer these questions, Comm100 has put together a Covid-19 edition of our annual benchmark report that compares data from January to March (pre-Covid-19 effects) with April to August of 2020 (peak of Covid-19 effects) across team sizes and industries.

Watch this recording to learn:

  • The recent and future effects of Covid-19 on live chat operations
  • Data-informed insights from over 59 million chats broken down by team size for helpful comparisons
  • The latest live chat trends from 14 major industries including Financial Services, Healthcare, Technology, and eCommerce
  • Best practices for preparing your live chat team for the future, past Covid-19.


Kaye Chapman
Kaye Chapman, Learning & Development Manager, Comm100

Kaye is Comm100’s Learning & Development Manager, an internationally-experienced writer and trainer, and an MA graduate from University College London, the world’s #1 center for Education and Social Science. Kaye has worked with Fortune 500, governmental and private firms across the world to advance customer service operations and embed leading learning and development strategy.

Jeff Epstein Headshot
Jeff Epstein, VP of Marketing, Comm100

Jeff is Comm100’s VP Marketing. He’s a B2B marketer with 20+ years’ experience creating compelling messaging and content for sales enablement and demand generation. He holds a BA from the University of Waterloo and an MBA from Thunderbird, the American Graduate School of International Management.

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