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Chat is the channel of choice for a growing number of consumers and businesses. An effective chat channel can significantly reduce the cost per transaction versus a more traditional live voice support model.

Because of this, chat has the potential to both improve customer satisfaction (by giving customers an alternative channel choice) and reduce the cost per ticket.

So, what metrics should we be measuring in this channel?

Many chat metrics simply mirror their live analyst counterparts. For example, customer satisfaction for chat is the same metric as customer satisfaction for the live voice channel.

However, the values for the metrics in each channel are likely to be different—sometimes dramatically different.

There is another category of metrics unique to chat.

These include:

Percent of Contacts Originating in Chat

Percent of Contacts Resolved in Chat

Percent Failover Rate from Chat to Voice

Average Concurrent Chat Sessions

Maximum Concurrent Chat Sessions

Service desks that are interested in growing, improving, and optimizing chat can use these metrics to effectively manage the chat channel.

Visit to learn more!

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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