ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

ICMI
Advertisement

#ICMIchat Recap: Live Chat Metrics

By Erica Marois | Date Published: November 12, 2015 - Last Updated August 22, 2018 | Comments

According to recent Harris research, 53% of customers would prefer to use online chat before calling a company for support. Customers want to communicate with you via chat, but what's the best way to gauge success in the channel? How do you measure CSAT and FCR? And how do you demonstrate the ROI?

This week Justin Robbins led us in an #ICMIchat that was all about live chat metrics. Be sure to check out the full recap below for guidance on the best ways to track, measure and report on live chat success.  You'll also find a few tips for improving the live chat experience for customers.

Join us again next week as we discuss what it takes to deliver award-winning customer service! The conversation kicks off every Tuesday at 1pm EST.  Just use your favorite Twitter browser and follow our hasthtag (#ICMIchat) to participate.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
Topics:

More from Erica Marois

Subscribe now to ICMI Contact Center Insider!