Live Chat Success Benchmarks for 2021

What a year it has been. It’s hard to find a live chat team left unscathed from the turmoil of 2020. But how well did everyone perform? What strategies and tools did they use to tackle these challenges? And what does this tell us about the future of live chat?

Now in its fifth year running, our annual live chat benchmark report has the answer to all these questions and more, revealing key live chat metrics from 2020 by team size and industry. This webinar is an exclusive sneak peek at the data – from average CSAT and wait times, to mobile usage and chats per agent.

With this data at hand, you will learn how you rank against your peers, plus where (and how) your team can improve.

You will learn:

• How live chat operations, consumers, and agents have been affected by the events of 2020
• Key live chat metrics from 60+ million chats, broken down by team size for accurate comparisons
• The latest live chat trends from 15 major industries including Financial Services, Healthcare, Technology, and eCommerce
• Best practices for preparing your live chat team for 2021 and beyond.

[Spoiler: some stats will shock – despite the pandemic, average CSAT for live chat hit an all-time high benchmark peak in 2020!]

Speakers:

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, 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.