Customer Service KPIs: Customer Satisfaction on Live Chat
Customer Service KPI: Customer satisfaction on live chat
What it is
The average rating your customers give your service team for your chat support, based on surveys sent after queries are resolved.
- Great: 90%
- Good: 85%
- Minimum: 80%
- High: 96%
- Low: 75%
- Average: 85%
- Number of data points: 30
- Focus on speed. A low wait time is key to customer satisfaction, particularly in chat. Put yourself in the customer’s position: You reach out to a chat agent, and receive no immediate response. So you click over to your email. Then you click back to the website. Still no response. Now you have to decide whether to keep waiting around, abandon your question, or just send an email. The company has made your life more difficult, not less.
- Let agents learn email first. A live chat is a real-time conversation, which means it’s tougher for your chat representatives to get guidance from team leads or senior agents if they have a difficult question. Make sure your agents are well trained before you put them on chat. Let them handle email for a while first, and get a great understanding of the different questions they might be asked.
- Make it personal. Add the agent’s photo and first name to the chat, but make sure it’s real. Customers can sniff out a fake “person” from a mile away.
Customer Service KPIs: Average Wait Time On Live Chat
If you want to know more about KPIs for customer service, download our free e-book with benchmark data for the most important KPIs in email, phone and chat support.