the future of live chat in 2019 - live chat | comm100 · 4th annual comm100 live chat benchmark...

The Future of Live Chat in 2019

Highlights from the

4th Annual Comm100 Live Chat Benchmark Report

Tuesday, February 12th

10AM PT | 1PM ET

Jeff EpsteinVP Product Marketing and Communications

Your HostsKaye ChapmanLearning and Development Manager

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2018 by the numbers

Today’s agenda

The big take-aways

What’s in store for Live Chat in 2019

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Coming soon from Comm1004

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About the data

• Our 4th consecutive year providing live chat benchmark data

• Gathered from Comm100 customers between January 1 and December 31, 2018

• Spans more than 45,760,000 million chats

• More than 14 different industries

• Customers on every continent (except Antarctica)

• Excludes legacy free users and free-trial users

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Total Chats by Year, 2015-201845,763,525

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% of Mobile Chats by Industry, 2018Com

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Average Chats Per Agent Per Month, 2018Com

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Wait Time and Queue Length by Team Size, 2018

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Number of Canned Messages

Per Chat by Team Size, 2018

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Average Chat Duration, 2018 (min:sec)

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Average CSAT and Rating, 2018

Team Size

Average

CSAT*

Average

Rating

1-5 agents 82.7% 4.18

6-10 agents 84.2% 4.26

11-25 agents 82.9% 4.22

25-50 agents 82.7% 4.16

>50 agents 85.7% 4.30

*% of responses with a score of 3/5 or higher

Co-browsing: The key to higher CSAT?

Team SizeAverage

chat durationAverage

co-browse durationAverage

Chat CSATAverage

Co-browse CSATCSAT Difference

1-5 agents 12:16 3:05 83% 83% +0%

6-10 agents 10:46 3:42 84% 95% +11%

11-25 agents 10:07 3:54 83% 91% +8%

25-50 agents 13:41 2:28 83% 90% +7%

>50 agents 13:09 3:52 86% 97% +11%

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IndustryMobile Chat

%Satisfaction

RateWait Time (Min:Sec)

Chat Duration (Min:Sec)

Business Services 27% 84% 2:26 19:45

Consumer Services 70% 86% 0:27 10:01

e-Commerce 37% 85% 1:39 14:33

Education 30% 90% 1:00 14:29

Finance 43% 81% 0:56 13:39

Government & Non-Profit 38% 92% 0:31 13:58

Healthcare 45% 93% 0:57 11:01

Manufacturing 26% 90% 0:45 18:21

Recreation 72% 81% 0:15 8:01

Technology 24% 82% 1:00 15:27

Telecom 36% 81% 0:48 12:57

Transportation 23% 93% 0:43 12:25

Travel 44% 82% 1:04 16:29

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Data by Vertical

Key Take-aways2019 Live Chat Benchmark Report

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1 Small contact centers:Be careful with wait times. Use

canned messages and bots to add

cost-effective capacity

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2 Mid-size contact centers:

‘Crossing the chasm’ takes focusCom

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3 Large contact centers:Reduce queues with bots; expand

use of co-browsing

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4 Sensitive verticalsTelecom, Tech, Finance:

Seek lower wait times

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What’s in store

for 20192019 Live Chat Benchmark Report

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1 Find balanceBetween customer expectations

and agent productivity

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2 More MobileIt’s where your customers are.C

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3 More channelsIt’s where your customers are.C

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4More AI – with human

backup78% of consumers are comfortable with exchanges that don’t involve a human agent.

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5AI isn’t just for

your customers

Your agents need better, faster, and

more complete access to the data that will help them do their job.

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What’s in storeComing soon from Comm100

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Smarter,

stronger,

faster

AI

More

channels

A truly unified

agent console

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Questions & comments

?Ready to learn more about Comm100? Email ciprian@comm100.com

kaye.chapman@comm100.com

@kayejchapman

Kaye ChapmanLearning & Development Manager

Thank You!

jeff.epstein@comm100.com

@b2b_storyteller

Jeff EpsteinVP Product Marketing & Communications