There is no way to reach success and increase the quality of your services with no data analysis. You are about to discover the top 10 Live Chat metrics and KPI to measure agent performance. Read on!
Live Chat: An Opportunity Generator
To increase the chance of building real connections with your audience, Live Chat comes to transform the entire customer experience on your website. Most companies are full of standardized services, approaches, and interactions.
Using Live Chat, you provide a high-level engagement with your audience, serving personalized and humanized interactions. The results? More leads, more sales, more customer loyalty, more good referrals.
1. First response time (FRT) Live Chat Metric
Our first metric works to measure the time agents take to get back to the customer’s first message. FRP is usually responsible to set the first impression about your support team in your customers’ eyes. It also shows how prepared your team is to deal with the demands and the issues they are receiving.
The average First Time Response is 15 minutes. The lower this number is, the better the customers’ satisfaction with the service. If the response takes more than the average, it is very likely to cause frustration and even negative referrals.
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2. Total number of chats Live Chat Metric
This performance indicator shows how many successful chat sessions you’ve had from the total amount of chats. A high number of engaged chats represents that your support team is delivering an effective and satisfactory customer service.
Through the total number of chats, it is also possible to monitor the most frequent issues the customers face or if there’s a flaw or gap to be fixed.
As you see a recurrent topic popping up on your Live Chat pages, a good KPI would be trying to understand a more straightforward way to solve it. For example, customers are frequently asking the same questions.
Maybe, it would be more useful having a FAQ to optimize support services.
3. Average resolution time (ART) Live Chat Metric
To measure the tolerable time an issue takes to be completely resolved, there’s the Average Resolution Time (ART). This KPI is a really important metric to Live Chat and can be quantified by minutes, hours, or days. It all depends on the complexity of the demand.
ART results show how committed and efficient your support team is when it comes to giving –– or not –– a proper solution for the customer’s situation.
To calculate the Average Resolution Time
The sum of all ART / The number of solved tickets.
For example, if your ART is 35, 60, 52, 70, 48, 55; and your solved tickets are 8, your average First Response Time would be 45,6 minutes.
35 + 60 + 52 + 70 + 48 + 55 = 365 / 8 = 45,6
4. Chat to conversion rate Live Chat Metric
38% of customers who have had a Live Chat session decided to purchase due to the excellent service experience. We continuously talk here at Arena’s blog about the power of real-time data analysis and interaction. Live Chat comes to prove how it is one of a kind tool to increase the Return Over the Investment (ROI) in your company.
Just as FRT, Chat Conversion Rates gives the chance to analyze the approach strategy made and get it quickly fixed. Even though there are different actions to be categorized as a conversion (signup, a purchase, etc.), the two following KPI tips can still be very useful:
- Don’t be afraid to give an active approach. By analyzing what item/service the customer is browsing on, you can start up a conversation to add more value to what they seem to be looking for.
- Use data analysis in your favor and be even more assertive on the approach and a useful KPI. Having a CDP, for example, can provide you precise insights about customer’s behavior.
5. First contact resolution rate (FCR) Live Chat Metric
This metric is the one every company wants to succeed. The First Contact Resolution (FCR) measures the times your agents could solve the customer’s request on the first go. Every time your support service delivers a complete solution in a single Live Chat talk.
Even though FCR is the metric in everyone’s eyes, you should know since the beginning. Their rates may not reach super-high levels. It will probably oscillate most of the time, depending on a lot of extra factors to be achieved, such as types of issues, business segment, seasonality and more.
To calculate the First Contact Response rate, you must track the number of interactions in a case and the proportion of one-touch responses made. A great KPI to improve this number is asking the customer for feedback about the agent’s service. By that, your team reaches a more assertive level of improvement.
6. Customer satisfaction score (CSAT) Live Chat Metric
Talking about asking for feedback, Customer Satisfaction Score (CSAT) measures how much your product or service meets or surpasses your customer’s expectations. You can estimate CSAT rates by a questionnaire at the end of the Live Chat talk by asking how satisfied they are with the service provided.
You can display the questionnaire right after the interaction, by email, phone call, form, social media… All that can give you insight into the customer experience, e.g., how easy it was to find a way to contact you, the interaction approach used, the solution of the issue, and follow-up correspondence.
7. Net promoter score (NPS) Live Chat Metric
One of the most used and best-loved indicators to measure customer loyalty is the Net Promoter Score (NPS). It shows how likely your current client would be to make a referral of you in their network. Through an index range from 0 to 10, you can also ask other complementary questions to check their satisfaction with the brand, product, and service.
The categories of customers NPS shows are:
The categories of customers NPS shows are:
- The Detractors (0 – 6)
- The Passives (7 and 8)
- and The Promoters (9 and 10)
For each of those groups, a recommended KPI is having a protocol to deal with that type of customer and understand better how to proceed with their status.
8. Average wait time Live Chat Metric
Customers hate waiting, whether it’s online or in person. The Average Wait Time measures how long it takes for an agent to give the first reply in a Live Chat conversation. Research shows that the estimated time of waiting is 2 minutes and 40 seconds when the ideal time would be within a max of 30 seconds.
To properly handle that situation, a useful KPI has pre-written template answers. A pre-written template is only to that first interaction, so the customer quickly understands, “Oh! they’re already here to help me!”
But even with that automatic first message, try not to sound too robotic. Please give it a 9 seconds delay so they can feel that a real person wrote the message.
9. Website visitors to chats
A powerful tool such as the Live Chat, converting website visitors into leads, then into customers, has never been so possible. And that’s what Website Visitors Chat is about. In the past, approaches were made in the dark, randomly pushing a sale through a phone call.
With Live Chat, you can actually see what your visitor is browsing through. Also, track their previous behaviors. All that provides your agents with a chance to serve a more polished and assertive approach.
So, Website Visitors Chat measures your Live Chat performance, analyzing the number of visitors over the number of successful conversions.
10. Missed chats Live Chat Metric
Since you track how many visitors on your website were converted, you must also know Missed Chats’ rate. A single Live Chat agent can handle approximately 6 to 7 simultaneous conversations. For various reasons, it might become impossible to catch up with all of them in real-time.
Missed Chat rates come to give you and your team insight about response gaps on your Live Chat customer service. 51% of customers say a business’s customer service must be operating 24/7. Keep in mind that besides building a dirty reputation, missed chats may also represent the loss of new deals.
We all know it is simply impossible to handle every touchpoint sometimes. That is why we’ve listed some great KPIs to have your Live Chat active, day and night. Click here to find out! So, understand when your audience is most looking for you and create a service to supply that demand.
Arena’s Special KPI Tip: Total number of tickets Live Chat Metric
To have a complete perspective and disclosure about your Live Chat customer service, it is fundamental also to get the macro view. The Total Number of Tickets gives insight into how your brand is dealing with clients’ demands.
Here are some of the most relevant tickets to work with on your total number:
- New Tickets: tracks the number of fresh tickets your Live Chat had, whether through active or passive approaches.
- First Response Time (FRT): our #1 metric from this list is also a way to check on your customer service performance and quickly improve it.
- Solved Tickets: how many of the total amount of tickets had a successful conclusion.
- Net Promoter Score (NPS): having your NPS rates shows you how your customers are receiving your Live Chat service.
You have just discovered some of the most professional and effective possibilities to improve your customer service. So now, hands-on! We are giving you free, Arena’s Live Chat Service for your website.
All you need to do is click here, personalize your Live Chat room, paste a single line of code on your website, and start using. Do it right now!