Comm100

JANUARY 7, 2020

Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. And chatbots are progressing at a rapid pace. At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. Here’s the proof.

Benchmark 53

Benchmark Wait times Chatbots First call resolution 53

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. Live Chat Benchmark Report 2022. Typically, a 50-60% benchmark is good to aim for. Average wait time.

Average Handle Time 95

Average Handle Time Benchmark Wait times Metrics 95

Toister Performance Solutions

FEBRUARY 15, 2018

Chat Satisfaction is Down Customer satisfaction for chat was down in 2017. Comm100's Live Chat Benchmark Report 2018 showed a similar decline from 84.06 Two major pain points are average wait times and average chat length, both of which I experienced in my chat with the cable company. percent in 2016 to 83.54

Wait times 55

Wait times Chatbots Best practices Benchmark 55

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53

Comm100

DECEMBER 22, 2016

But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. AI Will Take a Back Seat.

Customer Service 36

Customer Service Benchmark Multichannel CRM 36

Fonolo

JANUARY 4, 2022

5 Popular Customer Service Benchmarks. 52% of all customer service engagements around the world in 2017 began online. In 2017, 64% of Americans contacted some form of customer service. chatbots compared to 42% of media and communications companies. 37% of customers report using a chatbot on a website. 30% of U.S.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. More companies all the time are experiencing the benefits of live chat , but how does one maximize these benefits? With these tools in place, Comm100’s live chat benchmarks have shown an impressive 84% positive rating across all organizations.

Best practices 98

Best practices Customer Service Abandon rate Benchmark 98