Remove 2018 Remove Customer effort Remove Journey mapping Remove Quality management
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Addressing metrics gaps between bot-led and human-led service

Comm100

According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.). Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Recommended for you: Complaining Customers Are Your Best Customers.

Metrics 40
article thumbnail

Addressing metrics gaps between bot-led and human-led service

Comm100

According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.). Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Recommended for you: Complaining Customers Are Your Best Customers.

Metrics 40