More and more consumers actually favor live chat support as it allows for almost instant responses. It enables brands to unify every customer-facing communicative process and expands a support channel to a go-to marketing and sales channel, all while keeping brand costs low and bringing in a steady stream of revenue in the long term.
While the marketplace is hyper-competitive now. Brands struggle for every single customer, and this fight becomes more and more desperate today. However, dose Live Chat really helped your business success?
Here are several metrics for you to measure your live chat performance: BestChat also provides the following metrics for you.
1. Number of chats
The number of chats gives you a sense of how popular the feature is. Likely, the number started out small and is growing.
What makes us so sure that over time customers will use your live chat support more frequently? Data. Research shows that 73% of customers say live chat is the most satisfying way to communicate with a business.
Stick with it. Your number of chats will climb.
2. Initial response time
The expected response time for a customer is within 10 seconds, while most companies with a live chat feature can cut initial response time drastically.
To provide a quick response time, live chat agents should be online when your customers are and make an (almost) instant connection. This means that if you can’t provide 24/7 live chat support, to avoid confusion you must remove the feature as an option during off hours.
3. First contact resolution
A customer who asks a question about a product or needs help applying a coupon code, for example, receives a speedy resolution. These customers are part of a group known as “first contact resolution.” In other words, their problem was solved during the first interaction.
4. Customer effort score
A customer effort score focuses on the process customers go through to get help. It essentially asks customers to gauge how much effort they had to exert to find a resolution to their problem.
Ideally, a customer hops on your website, asks a question via live chat, and gets a solution. If that’s the case, the customer’s effort was next to nothing and likely he or she is thrilled.
Providing live chat support will help you connect with customers, improve their overall experience, and ultimately, drive sales. To accomplish all of these goals, however, you have to gauge the success of your live chat by monitoring specific metrics. And as the use of your live chat feature grows, continue to rely on your metrics to provide insight and direction.