How long the user can wait for help (chat)

1. What is a good chat response time?
2. What is average chat duration?
3. How many chats can an agent handle in a day?
4. Why is chat support important?

What is a good chat response time?

The first response time on chat tool needs to be under a minute. In fact, the customer expectation on this is a few seconds. The average first response time expectation ranges between 6 seconds to 15 seconds.

What is average chat duration?

Live Chat Performance Benchmark: Average chat time is 10 minutes.

How many chats can an agent handle in a day?

An agent without prior chat experience can take only 1-2 active chats simultaneously, while an experienced agent can easily take 4-6 chats. If all your agents are new to chat you may need to lower the number of simultaneous chats they are expected to take. This can impact your staffing considerations.

Why is chat support important?

Live chat improves the support experience for customers

The top reason why customers prefer live chat is that it lets them get their questions answered immediately. With live chat, you give customers a way to reach you in the exact moment that they have questions or problems they can't solve.