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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.

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Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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