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SaaS
Live Chat
Trends
To Watch in 2014

#LiveChatTrends
Live Chat Trends
Between April and August 2013, we analyzed
over 85,000 chats to determine what are some
of the key live c...
Most chats take place on a

Thursday
During the weekdays (except
Monday) customer service
representatives can expect to re...
Most chats take place at

2:00 pm (GMT)
Most visitors are looking for help between 8:00 am and
3:00 pm GMT.

12:00 AM

4:0...
Most chats are
missed on

Thursday
Customer support teams miss the
most chats on weekdays (except
Monday).

Mon

Tue

Wed
...
4:00 pm
(GMT)

Most chats are
missed at

The highest number of chats are
missed at 12 am and 4 pm GMT.

12:00 AM

4:00 AM
...
On
average
A customer service representative should take
approximately

23.4s

time the visitor asks a question).

to star...
On
average
A customer service representative should resolve most
problems in about

42.9s

.
BUT
The longest ever chat on Zopim.com
was in October 2013. It was:

2 hours
8 minutes
10 seconds
So, take your time.
A customer service
representative can handle

20 chats
Number of chats a customer service representative
can handle in one...
Live Chat Works
Live chat requires constant optimization in order to deliver
maximum results for your business.
If you do ...
Tell us about your live chat

#LiveChatTrends
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Live Chat Trends for 2014

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We analyzed over 85,000 chats to determine what are some of the key live chat trends that will make the biggest impact in 2014. Here's what we found.

Published in: Technology, Business

Live Chat Trends for 2014

  1. 1. SaaS Live Chat Trends To Watch in 2014 #LiveChatTrends
  2. 2. Live Chat Trends Between April and August 2013, we analyzed over 85,000 chats to determine what are some of the key live chat trends that will make the biggest impact in 2014. Here’s what we found.
  3. 3. Most chats take place on a Thursday During the weekdays (except Monday) customer service representatives can expect to receive the most live chat requests from visitors. Mon Tue Wed Thu Fri Sat
  4. 4. Most chats take place at 2:00 pm (GMT) Most visitors are looking for help between 8:00 am and 3:00 pm GMT. 12:00 AM 4:00 AM 8:00 AM 12:00 PM 4:00 PM 8:00 PM
  5. 5. Most chats are missed on Thursday Customer support teams miss the most chats on weekdays (except Monday). Mon Tue Wed Thu Fri Sat
  6. 6. 4:00 pm (GMT) Most chats are missed at The highest number of chats are missed at 12 am and 4 pm GMT. 12:00 AM 4:00 AM 8:00 AM 12:00 PM 4:00 PM 8:00 PM
  7. 7. On average A customer service representative should take approximately 23.4s time the visitor asks a question). to start a chat (from the
  8. 8. On average A customer service representative should resolve most problems in about 42.9s .
  9. 9. BUT The longest ever chat on Zopim.com was in October 2013. It was: 2 hours 8 minutes 10 seconds So, take your time.
  10. 10. A customer service representative can handle 20 chats Number of chats a customer service representative can handle in one hour.
  11. 11. Live Chat Works Live chat requires constant optimization in order to deliver maximum results for your business. If you do it right, you’ll be able to capture the 83% consumers who say that they need support are online. of while they
  12. 12. Tell us about your live chat #LiveChatTrends

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