The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark...
Transcript of The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark...
![Page 1: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/1.jpg)
The Future of Live Chat in 2019
Highlights from the
4th Annual Comm100 Live Chat Benchmark Report
Tuesday, February 12th
10AM PT | 1PM ET
![Page 2: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/2.jpg)
Jeff EpsteinVP Product Marketing and Communications
Your HostsKaye ChapmanLearning and Development Manager
Com
m100 B
enchm
ark
Report
2019
![Page 3: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/3.jpg)
2018 by the numbers
Today’s agenda
The big take-aways
What’s in store for Live Chat in 2019
1
2
3
Coming soon from Comm1004
Com
m100 B
enchm
ark
Report
2019
![Page 4: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/4.jpg)
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
Com
m100 B
enchm
ark
Report
2019
![Page 5: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/5.jpg)
Total Chats by Year, 2015-201845,763,525
Com
m100 B
enchm
ark
Report
2019
![Page 6: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/6.jpg)
% of Mobile Chats by Industry, 2018Com
m100 B
enchm
ark
Report
2019
![Page 7: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/7.jpg)
Average Chats Per Agent Per Month, 2018Com
m100 B
enchm
ark
Report
2019
![Page 8: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/8.jpg)
Com
m100 B
enchm
ark
Report
2019
Wait Time and Queue Length by Team Size, 2018
![Page 9: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/9.jpg)
Com
m100 B
enchm
ark
Report
2019
Number of Canned Messages
Per Chat by Team Size, 2018
![Page 10: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/10.jpg)
Com
m100 B
enchm
ark
Report
2019
Average Chat Duration, 2018 (min:sec)
![Page 11: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/11.jpg)
Com
m100 B
enchm
ark
Report
2019
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
![Page 12: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/12.jpg)
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%
Com
m100 B
enchm
ark
Report
2019
![Page 13: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/13.jpg)
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
Com
m100 B
enchm
ark
Report
2019
Data by Vertical
![Page 14: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/14.jpg)
Key Take-aways2019 Live Chat Benchmark Report
Com
m100 B
enchm
ark
Report
2019
![Page 15: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/15.jpg)
1 Small contact centers:Be careful with wait times. Use
canned messages and bots to add
cost-effective capacity
Com
m100 B
enchm
ark
Report
2019
![Page 16: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/16.jpg)
2 Mid-size contact centers:
‘Crossing the chasm’ takes focusCom
m100 B
enchm
ark
Report
2019
![Page 17: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/17.jpg)
3 Large contact centers:Reduce queues with bots; expand
use of co-browsing
Com
m100 B
enchm
ark
Report
2019
![Page 18: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/18.jpg)
4 Sensitive verticalsTelecom, Tech, Finance:
Seek lower wait times
Com
m100 B
enchm
ark
Report
2019
![Page 19: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/19.jpg)
What’s in store
for 20192019 Live Chat Benchmark Report
Com
m100 B
enchm
ark
Report
2019
![Page 20: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/20.jpg)
1 Find balanceBetween customer expectations
and agent productivity
Com
m100 B
enchm
ark
Report
2019
![Page 21: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/21.jpg)
2 More MobileIt’s where your customers are.C
om
m100 B
enchm
ark
Report
2019
![Page 22: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/22.jpg)
3 More channelsIt’s where your customers are.C
om
m100 B
enchm
ark
Report
2019
![Page 23: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/23.jpg)
4More AI – with human
backup78% of consumers are comfortable with exchanges that don’t involve a human agent.
Com
m100 B
enchm
ark
Report
2019
![Page 24: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/24.jpg)
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.
Com
m100 B
enchm
ark
Report
2019
![Page 25: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/25.jpg)
What’s in storeComing soon from Comm100
Com
m100 B
enchm
ark
Report
2019
![Page 26: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/26.jpg)
Smarter,
stronger,
faster
AI
More
channels
A truly unified
agent console
Com
m100 B
enchm
ark
Report
2019
![Page 28: The Future of Live Chat in 2019 - Live Chat | Comm100 · 4th Annual Comm100 Live Chat Benchmark Report Tuesday, February 12 th 10AM PT | 1PM ET. ... 2015 -2018 Comm100 Benchmark Report](https://reader035.fdocuments.in/reader035/viewer/2022081523/5fccf0c422fbaf7b71787f27/html5/thumbnails/28.jpg)
@kayejchapman
Kaye ChapmanLearning & Development Manager
Thank You!
@b2b_storyteller
Jeff EpsteinVP Product Marketing & Communications