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Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different.
This report is designed to help:
Discover the latest live chat performance benchmarks to understand how well your team is performing compared to the competition.
Download the dataHere are some of the key takeaways from the report. Download all the data for free in the link above.
Reflecting a notable shift in customer service behavior, there’s been a substantial increase in the average number of chats handled by each agent in 2023. This trend highlights live chat’s growing prominence as a preferred communication tool.
Despite the increased volume of chats, the satisfaction rates have remained robust. This indicates that businesses are successfully adapting to higher demand while maintaining, or even improving, the quality of service.
The report shows a positive trend in reducing both wait and response times. These improvements point to greater efficiency in handling customer queries, powered by the efficiency of live chat.
The data reveals a growing preference for mobile chats among customers, emphasizing the need for businesses to optimize their live chat services for mobile users and choose providers that support this.
2023 has seen chat curation fall to its shortest time since 2017. This may be caused by the rise in chat volume, but it still remains relatively high as agents focus on delivering high quality, personalized support that today’s customers expect.
These insights offer just a glimpse into the analysis available in the full Live Chat Benchmark Report 2024. For more detailed information and to gain access to the exclusive data, download the full report below.
Discover the latest live chat performance benchmarks to understand how well your team is performing compared to the competition.
Download the data
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