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#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 Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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