List of Most Important Live Chat Metrics to Start Tracking Today – 2023

In light of fierce competition and continuous technological advancements, businesses are constantly attempting to enhance client experiences and increase revenue. Live chat...

Written by Niel Patel · 3 min read >

In light of fierce competition and continuous technological advancements, businesses are constantly attempting to enhance client experiences and increase revenue. Live chat is a great technology that addresses both aims. It allows organizations to provide real-time client support, increasing customer satisfaction and sales conversions. Nonetheless, realizing the full potential of live chat requires keeping a hand on the pulse and making necessary adjustments to keep its efficiency consistently high. This is impossible without access to the data on key live chat metrics. In the article, we’ll review the benefits of using free live chat for customer service and what exactly indicators should a company track.

Benefits of live chat for customer service and sales

So what is live chat? Essentially, it is a widget on a website that has become an integral part of customer service and sales strategies for businesses across various industries. According to several studies, 79% of consumers prefer live chat as a means of communication due to its convenience and immediacy while 63% of customers are more likely to return to a website that offers live chat support. These statistics highlight the importance of live chat in building customer loyalty and satisfaction.

In addition to its customer service benefits, live chat is a valuable sales tool. Live chat has one of the highest customer satisfaction levels, surpassed only by phone support, which is much more expensive for a business. With the ability to engage customers in real-time, address their concerns, and offer personalized product recommendations, live chat significantly drives sales conversions.

5 Live chat key metrics to track

To measure the effectiveness of live chat and identify areas for improvement, businesses should track certain key metrics. These metrics provide valuable insights into the performance of live chat operations. Here are some essential metrics to consider:

1. Initial response time

One of the critical metrics for live chat is the average response time. Customers expect quick and prompt responses, and a delayed response time can lead to frustration and abandonment. Aim to keep the response time as low as possible to provide an exceptional customer experience.

2. Resolution time

Tracking the average time it takes to resolve customer queries or issues through live chat helps identify bottlenecks in the support process. A shorter resolution time indicates efficient problem-solving and customer satisfaction.

3. First Contact Resolution

First Contact Resolution (FCR) measures the percentage of customer inquiries or issues resolved during the first interaction with live chat. A high FCR indicates effective support and reduces the need for customers to reach out multiple times, enhancing their experience.

4. Conversion Rate

This metric allows businesses to assess the effectiveness of live chat in driving sales. It measures the percentage of chat sessions with potential clients that have resulted in successful sales. Businesses can optimize their live chat strategies to improve sales performance by tracking this metric.

5. Customer Satisfaction and Net Promoter Score

CSAT and NPS metrics gauge customer satisfaction and loyalty. After each live chat session, businesses can collect feedback through post-chat surveys to measure customer satisfaction with provided support. Additionally, NPS surveys help determine the likelihood of customers recommending the business to others. These metrics provide actionable insights to enhance overall customer experience.

Tips on optimizing live chat performance

To maximize the benefits of live chat, businesses should follow best practices that optimize their performance. Here are a few strategies to consider:

  • Proper staffing. Ensure your live chat team is adequately staffed to handle incoming chat volume. Overloaded agents may result in longer response times and reduced customer satisfaction. Monitor chat volume trends to adjust staffing levels accordingly.
  • Training and Knowledge Base. Provide comprehensive training to your live chat agents to ensure they deeply understand your products, services, and support processes. Additionally, maintain a well-organized knowledge base that agents can refer to for quick and accurate information.
  • Personalization. Addressing customers by their names and providing detailed responses instead of generic ones creates a sense of value, fostering brand loyalty and trust. Use customer data and browsing history to personalize live chat interactions since on-point recommendations and personalized assistance can significantly impact customer satisfaction and drive sales.
  • Adhere to proper etiquette. Maintain a friendly and respectful tone, as live chat interaction resembles a conversation with a friend more than other communication channels. Any form of rudeness or inappropriate language can have a detrimental impact on the brand’s image.
  • Request feedback. Concluding a chat with a polite feedback request is an effective way to wrap up the conversation. This allows customers to share their thoughts on what they appreciated most about the live chat experience and provides valuable insights for improvement.


Live chat has become an essential customer service and sales tool for businesses. It is crucial to remember two key factors. Firstly, selecting the right software is essential for successful live chat implementation. Choosing a reliable solution, such as Umnico — the all-in-one messenger that combines live chat, email, and social media conversation in a single interface, sets the foundation for efficient customer service. Secondly, the customer service process through live chat should be an ongoing effort rather than a one-time event. By tracking the key metrics explained above, businesses can gauge the effectiveness of their live chat activities and stay ahead of the competition in today’s digital landscape.

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