Live chat can turn into one of your most effective sales and customer support channels. However, most companies never realise its potential because they don’t measure its performance. You can manage live chat without measuring it, but in order to understand it, you need KPIs.
Here are the KPIs that you have to keep in mind:
Chat response time, chat length, speed of agent response can be also added to the list of metrics you have to pay attention to. Can you think of any others?
September 26, 2016