In the fall of 2009, we published our first benchmarking report, which looked at the data across our entire customer base in order to produce statistics related to live chat usage. This 3rd edition of the Live Chat Performance Benchmarks builds on the previous versions but has expanded to include comparisons between desktop visitors and mobile visitors. Using the aggregated metrics of thousands of customers, this report should give new and existing live chat users the benchmarks in which they can compare their own performance against.
Key findings you'll learn about include:
- Chatters are worth 4.5 times as much as website visitors who do not chat
- Elite chat practitioners typically see 2.5 times the conversion rates of average practitioners
- Proactive chat invitations on mobile devices are increasing engagement rates by 400%