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Interactive2023 Customer Service Report

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Introduction

This dashboard shows all cards with customer service metrics and experts’ quotes. Other dashboards present metrics related to the specific topic. Treat it as your go-to place to see all the cards and data at once. Use filers, move cards, and have fun with it!

Number of chats

grand total from all businesses

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The number of chats shows how many total cases were handled on LiveChat. It shows the demand for live chat as a communication tool. Use the filters above to see data for a specific industry, company size, and country.

Chats per agent

avg. number of chats per day

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Use this metric, along with the number of cases you handle everyday, to figure out how many agents you need. To get more details, it’s best to use additional filters to benchmark results for similar businesses. It’s best if agents handle a maximum of 5 chats at once.
Read more.

Chat availability

avg. number of hours a business is available per day

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Aim to be available on chat as long as possible, so customers can reach you at a time that’s convenient for them. To avoid working 24/7 in an office, you can answer questions from your phone, or use ChatBot outside of work hours. It will handle inquiries for you.

First response time The time it takes for an agent to reply to a customer’s first message.

avg. per chat

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First response time tells you how much time on average an agent needs to respond to a customer’s first message. If you don’t want to test your customers’ patience, try to make it as short as possible. Using canned responses and having the right amount of agents on chat is a way to go.

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Chatting time The average time an agent spends on all chats daily.

avg. per agent, per day

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Since agents can handle multiple chats at the same time, it’s possible to have more chatting time than an agent is available. You can use this metric to check which communication channels are the most efficient for you (chat or phone).

Chat duration

avg. per chat

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It’s good to know how long on average it takes to finish a chat with a customer in your segment (industry and business size). Use this metric to compare how quickly you can solve cases on different platforms, like chat, email, and phone. Keep in mind that you can handle several chats at the same time!

Total chats duration Average per business of the total number of chatting hours per day.

avg. per business, per day

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This metric shows how much total chat time you have with customers on an average day. This means that it’s possible to have more chatting time during a day than a business is available since multiple agents can chat at the same time. It’s important when comparing with other channels, e.g. phone.

LiveChat

Grow your business with LiveChat

Customer satisfaction Ratio of good chat ratings to all customer chat ratings.

avg. per rated chat

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Many factors influence customer satisfaction, e.g. the speed of service, whether the issue was resolved or not, company policies, and the way an agent communicates. It’s best to compare results for this metric to those of similar-sized businesses in the same industry. Read more about it.

Chats per business

avg. number of chats per month

Created with Highcharts 7.2.2

This metric shows how many chats on average a company has. Use filters to find data from businesses similar to yours. Keep in mind the many factors that influence this metric, e.g. visibility of chat on a website, or a well-developed knowledge base where customers can find answers themselves.

Percent of chats rated Percentage of chats rated out of all chats.

from all chats

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chats are rated

The percentage of chats that are rated out of all chats. This shows you how often customers leave feedback you can use to improve your service. You can later see all the ‘good’ and ‘bad’ rated chats to draw appropriate conclusions. Read more.

Queue waiting time How long it takes to start a chat after a customer enters a chat queue. A queue forms when too many customers want to start a chat. Businesses can also decide to use a queue by default.

avg. from all queues

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It’s best to avoid queues altogether, but with a large number of customers, that’s not easy. Aim to have these numbers as low as possible. Schedule agents’ shifts better or, for advanced agents, increase the number of chats they can handle at once.

Mobile vs Desktop chats

avg. monthly number of chats per device type

See how many of your customers chat with you using a mobile device. These numbers will look different for weekdays and weekends so, to get the big picture, we’re showing them per month here.

Satisfaction vs first response time

avg. customer satisfaction per first response bracket

Created with Highcharts 7.2.20%50%100%

First response time is one of many components that influence customer satisfaction. A good strategy is to respond fast to customers so that they know an agent is there, ready to help. While solving a case, it’s worth keeping the customer updated about the progress, especially if it takes a long time. It’s all about constant communication.

Satisfaction vs queue waiting time The satisfaction of customers who had to spend some time in a queue.

avg. customer satisfaction per queue waiting time bracket

Created with Highcharts 7.2.20%50%100%

This metric shows how the queue wait time can affect customer satisfaction after starting a chat.

Queue dropout rate The number of people who joined and end up leaving before starting a chat.

avg. from all queues

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This metric shows how many potential conversations didn’t happen because agents weren’t there to help. This can become your competitive advantage – keeping this number low in a segment where a lot of people don’t manage to reach support should net you a lot of faithful customers.

Chatbot satisfaction How many chats with bots are rated positively compared to all rated chats with bots.

avg. from chats with bots

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See what to expect from chat bots when it comes to customer satisfaction. You can compare it to satisfaction from chats with agents. However, it’s important to remember that bots and agents often solve different cases – bots solve the most popular problems and agents the more complex ones, meaning that it can be tricky to compare their performance. In the end, they neatly complement each other so the best support teams use both.

Chats with chatbot

from chats where bot was present

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The total number cases that were handled with the assistance of a chatbot. This shows how many conversations are automated to some degree. Combining human expertise and AI efficiency helps to provide efficient customer service.

Automate your customer service with ChatBot

Number of tickets

grand total from all businesses

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This metric shows how many cases a typical business handles using tickets. It’s important to note that this is an additional way for businesses using LiveChat to contact customers, with the primary being chats. Usually, tickets are used for either cases that can’t be solved in one touch or for those that come after-hours when there’s no agents online.

Chats without chatbot

from chats where bot wasn't present

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The total number of cases that were handled only by an agent and without any automated help from a chatbot. It still works for many companies. However, if you face more chats lately, it’s best to consider adding chatbots, as they can help in providing quicker support.

Satisfaction vs tickets resolution time Customer satisfaction for specific handle time lengths.

avg. satisfaction per tickets handle time bracket

Created with Highcharts 7.2.20%50%100%

This metric allows you to check the correlation between the time it takes to solve a ticket and customer satisfaction. In general, the shorter the handle time, the better, but the biggest deciding factor will be resolving a case.

Solve tickets faster with HelpDesk

Lukasz Lewandowski

CEO,
PerfectBot

I believe that in 2022 we can finally expect more human-like chatbots — the ones who answer open, real-life questions and understand not just the keywords but the users’ actual intent. In many industries, we’ve aggregated enough training data from historical conversations to build chatbots that can help in a human-like way.

Joe Bush

CEO,
The Chat Shop

We are now undoubtedly at peak adoption for using chat throughout the customer lifecycle. Businesses of all sizes and sectors are creating immersive and engaging experiences using chat in order to acquire new customers. Chat allows relationships to be developed while prospective customers are still at the awareness/interest stage, and the level of hyper-personalization achievable drives results earlier than ever before.

Adrienne Joselow

Global Group Lead,
Product Marketing for HubSpot Sales & Service Hub

In 2022 we expect to see a rise in hybrid channels and customer-centric service, including digital acceleration in omnichannel support systems, artificial intelligence/machine learning-driven automation and insights, as well as hybrid and collaborative working models.

Jon Burke

Business Lead for P2,
Automattic

Live chat is a customer support option that can be more kind to support representatives and customers alike, especially compared to live video solutions. However, in the chat business, more and better integrations between apps are what we hear customers ask for over and over. They are using more tools but the tools are siloed.

Dan Caldwell

Strategic Partner Manager,
Klaviyo

Personalized customer service is an essential ingredient for brands to compete in today's marketplace. 72% of customers are more likely to purchase from a website if they can communicate with the brand in real-time. Bringing customer data from your owned channels into one place to segment customers by their behaviors and relevant attributes has enabled brands to excel.

Naomi Wheeless

Global Head of Customer Success,
Square

Remote chat methods will continue to need smart, AI-enabled features that give businesses access to smart, time-saving tools. These capabilities offer a competitive advantage, so brands can quickly and efficiently connect with customers.

This industry will also need to ensure that conversational commerce software is integrated into other business tools so merchants have a complete, one-stop-shop for their operations. This will offer a 360-degree view of their business, ensuring that everything is working side-by-side and not in silos.

Gabe Macaluso

Director of Client Success,
Omnisend

We are seeing in both B2B and B2C arenas support teams being leveraged as sales and service. If you have good experience with a SMS-based support ticket, when the rep offers you 25% off your next purchase out of the blue, that conversion rate is going to go through the roof. It will decrease your attrition rate on your support staff as they now can be seen as a crucial part to company growth.

Jake Wallace

Head of Global Technology Partnerships,
Trustpilot

We found that of reviews left on Trustpilot during peak shopping season from 2018-2020, one phrase is the top driver of both 1- and 5-star reviews: “customer service.” Service can make or break the CX, and thus your reviews and brand reputation. Top-rated brands often follow a few best practices: they respond to every review to resolve poor experiences, and they act on feedback to improve their products and services for future customers.

Gonzalo Baez

CEO,
ChatCenter

In 2021 the concept of metaverses emerged which, in my opinion, will have an impact as big as or bigger than the one we are experiencing with the internet.
Trade shows, offices, shopping malls, entertainment parks, games, etc. will evolve into virtual worlds. Already, in 2022, the Chatbot Conference will be held in a metaverse.

Each of these spaces will need to serve its customers, and I see this as a great opportunity for the conversational commerce industry.

Share your findings

Questions & answers

  1. What is the Customer Service Report by LiveChat?

    The report shows the results for key LiveChat customer service metrics. The goal is to give you insight into the state of live chat customer service across different industries and locations around the world. The report is based on the data from -- companies, representing 30 industries and 150 countries.

  2. What data do you use in the Customer Service Report?

    The report is based on the data gathered from January 2024 to December 2024, from -- of LiveChat’s customers. We’ve considered only the companies that had at least one chat a day. All in all, the Customer Service Report is based on the analysis of -- website visits, -- chats, and -- tickets.

    The data in the Customer Service Report will be updated once a month.

  3. How does the Customer Service Report work?

    In this report you’ll find key LiveChat customer service metrics presented on various dashboards. For each dashboard you can use filters to narrow the results - based on location, industry or business size. Additionally, you can add cards with the metrics that you want to see in the particular dashboard. You can save configured dashboards and also share them with others!

  4. Do I have to be a LiveChat customer to use it?

    You don’t, but if you care about customer service, it’s worth a try. The report focuses on the most important live chat metrics, which you can easily find and measure inside the LiveChat application. It allows you to compare your own results to those of similar businesses. However, if you don’t have access to LiveChat application, you can check the state of customer service for different locations and industries around the world.

  5. How do I use filters?

    Filters are useful when you want to compare your customer service results with others. You can use company size, location, and industry.

  6. Can I create my own dashboard with metrics relevant to me?

    Yes, and we encourage you to do that! To create your own dashboard, add new cards from the list or remove existing ones. Choose cards with the metrics most relevant to you, save the dashboard, and share it with others!

  7. How can this report help me?

    Customer service is one of the most important parts of keeping your business healthy and of helping it grow. Efficient support and smooth communication via different channels help you win customers. And customer service can be measured the same way as your business’ goals. The Customer Service Report is a tool that lets you check and monitor the most important customer service metrics, stay up to date with new ones, and keep track of competitors’ performance.

  8. Can I improve my metrics?

    The Customer Service Report not only gives you data, but it’s also full of explanation, advice, and resources that will help you improve the metrics. There are usually many factors influencing a particular metric and we try to explain that, also redirecting you to LiveChat’s Blog and Help Center where you can find step-by-step articles on how to improve your customer service metrics and win more customers.

Methodology

The report is based on the data from -- LiveChat customers, representing 30 industries, and 150 countries. We’ve considered only the companies that had at least one chat a day. The report is based on the data gathered from January 2024 to December 2024.

All in all, Customer Service Report is based on -- website visits, -- chats and -- tickets to analyze.

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companies

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website visits

30

industries

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tickets

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chats

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