the future of live chat in 2019 - live chat | comm100 · 4th annual comm100 live chat benchmark...
TRANSCRIPT
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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@kayejchapman
Kaye ChapmanLearning & Development Manager
Thank You!
@b2b_storyteller
Jeff EpsteinVP Product Marketing & Communications