Chat is the channel of choice for a growing number of consumers and businesses. An effective chat channel can significantly reduce the cost per transaction versus a more traditional live voice support model. Because of this, chat has the potential to both improve customer satisfaction (by giving customers an alternative channel choice) and reduce the cost per ticket. So, what metrics should we be measuring in this channel? Many chat metrics simply mirror their live analyst counterparts. For example, customer satisfaction for chat is the same metric as customer satisfaction for the live voice channel. However, the values for the metrics in each channel are likely to be different—sometimes dramatically different. There is another category of metrics unique to chat. These include: Percent of Contacts Originating in Chat Percent of Contacts Resolved in Chat Percent Failover Rate from Chat to Voice Average Concurrent Chat Sessions Maximum Concurrent Chat Sessions Service desks that are interested in growing, improving, and optimizing chat can use these metrics to effectively manage the chat channel. Visit MetricNet.com/Chat to learn more!
