Choose a dashboard to get our recommended metrics
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!
avg. number of chats per day
--
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.
avg. number of hours a business is available per day
--:--
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.
avg. per chat
--:--
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.
Subscribe to receive email alerts every time we update the report.
avg. per agent, per day
--:--
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).
avg. per chat
--:--
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!
avg. per business, per day
--:--
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.
avg. number of chats per month
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.
from all chats
-- 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.
avg. from all queues
--:--
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.
avg. from all queues
--
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.
avg. from chats with bots
--
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.
grand total from all businesses
--
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.
from chats where bot wasn't present
--
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.
avg. satisfaction per tickets handle time bracket
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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!
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.
Filters are useful when you want to compare your customer service results with others. You can use company size, location, and industry.
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!
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.
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.
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.
--
companies
--
website visits
30
industries
--
tickets
--
chats