Com

m100 B

enchm

ark

Report

2020

Live Chat Success

Benchmarks

for 2020

Defining your customer

satisfaction and team

performance goals

February 12, 2020

Com

m100 B

enchm

ark

Report

2020

Jeff EpsteinVP Marketing

Comm100

Panelists

Kaye ChapmanLearning and

Development Manager

Comm100

Com

m100 B

enchm

ark

Report

2020

Brian CantorPrincipal Analyst &

CCW Digital Director

Customer Management Practice

Moderator

Q4U:

What are your organization’s plans

for live chat in 2020?

A look at 2018 v. 2019 by the numbers

Today’s agenda

How to do more with live chat in 2020

1

2

Com

m100 B

enchm

ark

Report

2020

Com

m100 B

enchm

ark

Report

2020

Based on more than

56 million chats

About the data

Com

m100 B

enchm

ark

Report

2020

Our 5th consecutive year

providing live chat benchmark data

Gathered from Comm100 customers

between January 1 and

November 30, 2019

Customers on every continent (except Antarctica)

Excludes legacy free users,

on-premise users, and free-trial usersSpanning 14 different

industries

Com

m100 B

enchm

ark

Report

2020

Total Chats by Year, 2015-201956,784,708

0

10,000,000

20,000,000

30,000,000

40,000,000

50,000,000

60,000,000

2015 2016 2017 2018 2019

Com

m100 B

enchm

ark

Report

2020

% of Mobile Chats

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

2018 2019

Com

m100 B

enchm

ark

Report

2020

Average Chats Per Month

- 10,000 20,000 30,000 40,000 50,000 60,000

1 - 5 agents

6 - 10 agents

11 - 25 agents

26 - 50 agents

50+ agents

2019 2018

2019 2018

Com

m100 B

enchm

ark

Report

2020

Average Chats Per Agent Per Month

- 500 1,000 1,500 2,000 2,500

1 - 5 agents

6 - 10 agents

11 - 25 agents

26 - 50 agents

50+ agents

2019 2018

2019 2018

Com

m100 B

enchm

ark

Report

2020

Wait Time by Team Size

Team SizeAverage Wait Time

2018

Average Wait Time

2019

1-5 agents 59 51

6-10 agents 40 28

11-25 agents 36 23

25-50 agents 83 92

>50 agents 35 44

Com

m100 B

enchm

ark

Report

2020

Queue Length by Team Size

Team Size

Average Queue

Length

2018

Average Queue

Length

2019

1-5 agents 2 4

6-10 agents 25 26

11-25 agents 23 35

25-50 agents 58 35

>50 agents 57 41

Com

m100 B

enchm

ark

Report

2020

Number of Canned Messages Per Chat

0.00

0.50

1.00

1.50

2.00

2.50

1 - 5 agents 6 - 10 agents 11 - 25 agents 26 - 50 agents 50+ agents

2018 2019

2019 2018

Com

m100 B

enchm

ark

Report

2020

Average CSAT and Rating

Team SizeAverage

CSAT 2018

Average

CSAT 2019

Average

Rating* 2018

Average

Rating* 2019

1-5 agents 4.17 4.16 82.70% 82.72%

6-10 agents 4.25 4.24 84.16% 83.17%

11-25 agents 4.22 4.26 82.87% 84.02%

25-50 agents 4.14 4.09 82.66% 81.84%

>50 agents 4.30 4.29 85.74% 87.95%

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

Com

m100 B

enchm

ark

Report

2020

Co-browsing: The key to higher CSAT?

Team SizeAverage

chat duration

Average

co-browse

duration

Average

Chat CSAT

Average

Co-browse

CSAT

CSAT

Difference

1-5 agents 12:31 3:19 82.72% 92.99% 10.27%

6-10 agents 10:20 5:11 83.17% 87.94% 4.77%

11-25

agents9:44 3:20 84.02% 93.90% 9.88%

25-50

agents12:32 3:17 81.84% 83.35% 1.51%

>50 agents 10:54 3:37 87.95% 88.33% 0.38%

Com

m100 B

enchm

ark

Report

2020

Data by Industry, 2019

Industry Chat durationSatisfaction

Rate

Wait time

(seconds)Chat on mobile

Business Services 22:44 89.47% 84 33.53%

Consumer Services 9:15 86.28% 36 71.32%

e-Commerce 15:20 86.06% 113 42.24%

Education 13:05 88.69% 33 37.50%

Financial Services 18:51 84.46% 44 41.52%

Government &

Not-for-profit11:29 88.64% 56 43.72%

Healthcare 11:40 86.26% 93 50.71%

Manufacturing 21:05 87.71% 63 29.06%

Real Estate 6:44 98.56% 17 55.26%

Recreation 8:00 80.39% 21 77.45%

Technology 18:11 90.13% 96 24.35%

Telecom 13:43 79.79% 38 34.53%

Transportation 13:58 90.86% 27 27.85%

Travel 12:55 75.88% 46 49.26%

Com

m100 B

enchm

ark

Report

2020

How to do more

with live chat

in 2020

Com

m100 B

enchm

ark

Report

2020

Small contact centers:

Welcome to the party!

Your customers love chat.

• Use canned messages and bots

to add cost-effective capacity

Com

m100 B

enchm

ark

Report

2020

Mid-size contact centers:Congratulations! Best overall numbers.

• ‘Crossing the chasm’ takes focus.

• Beware of the trade-offs between productivity and CSAT.

Com

m100 B

enchm

ark

Report

2020

Large contact centers:

You’re a sophisticated bunch.

• Reduce queues with bots and KB

• Watch for omnichannel dynamics

• Lean on your data

Com

m100 B

enchm

ark

Report

2020

Sensitive sectors

Financial Services, Telecom,

Travel, Recreation:

CSAT needs your attention

Com

m100 B

enchm

ark

Report

2020

Automation & AI

78% of consumers are comfortable with exchanges that don’t involve a human agent.

• Chatbots will work for you

• Agent assistance will increase speed, productivity, and consistency

Com

m100 B

enchm

ark

Report

2020

www.comm100.com/resources/report/2020-live-chat-benchmark-report/

Download your free copy

today!

Questions for our panelists

kaye.chapman@comm100.com

@kayejchapman

Kaye ChapmanLearning & Development Manager

Thank You!

brian.cantor@customermanagementpractice.com

Brian CantorPrincipal Analyst & CCW Digital Director,

Customer Management Practice