SaaSLive 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 chat trends that will make the biggest impact in 2014.

Here’s what we found.

ThursdayDuring the weekdays (except Monday) customer service representatives can expect to receive the most live chat requests from visitors.

Most chats take place on a

Mon Tue Wed Thu Fri Sat

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

Most chats take place at

12:00 AM

1:00 AM

2:00 AM

3:00 AM

4:00 AM

5:00 AM

6:00 AM

7:00 AM

8:00 AM

9:00 AM

10:00 AM

11:00 AM

12:00 PM

1:00 PM

2:00 PM

3:00 PM

4:00 PM

5:00 PM

6:00 PM

7:00 PM

8:00 PM

9:00 PM

10:00 PM

11:00 PM

Most chats are missed on

Thursday

Mon Tue Wed Thu Fri Sat

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

Most chats are missed at

4:00 pm (GMT)The highest number of chats are missed at 12 am and 4 pm GMT.

12:00 AM

1:00 AM

2:00 AM

3:00 AM

4:00 AM

5:00 AM

6:00 AM

7:00 AM

8:00 AM

9:00 AM

10:00 AM

11:00 AM

12:00 PM

1:00 PM

2:00 PM

3:00 PM

4:00 PM

5:00 PM

6:00 PM

7:00 PM

8:00 PM

9:00 PM

10:00 PM

11:00 PM

Onaverage

A customer service representative should take

approximately 23.4s to start a chat

(from the time the visitor asks a question).

A customer service representative should resolve most

problems in about 42.9s.

Onaverage

BUT

2 hours8 minutes10 seconds

The longest ever chat on Zopim.com was in October

2013. It was:

So, take your time.

20 chatsNumber of chats a customer service representative can handle in one hour.

A customer service representative can handle

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% of consumers who say that they need support while they are online.

#LiveChatTrends

Tell us about your live chat