KPI (Key Performance Indicators) for Live Web Chat: Their Metrics and the Importance of Customer Service Outsourcing

As live web chat has become the preferred communication platform by customers to connect with customer service teams due to the fact that it can provide speedy solutions, businesses — commerce and eCommerce alike — have the opportunity to enhance their customer acquisition and customer retention rates by adhering to certain live chat key performance indicators and metrics that allow them to see how their customer service agents are doing — all to the end of providing a superb customer experience that brings about long-term sales success in the ever-the-more-competitive sales market. For companies that are looking to find greater sales success via the provision of strong web chat customer service, Callnovo Contact Center is ready to help with a variety of customer service outsourcing solutions and an advanced Global Omnichannel SaaS Customer Relationship Management (CRM) Platform that can guarantee success.

“In consideration that it’s been estimated that approximately 41% of all consumers (significantly growing every year) are becoming accustomed to utilizing live web chat as their main communication method to connect with commerce and eCommerce businesses (i.e. eBay Sellers, Lazada Sellers, Shopee Sellers, Online e-Commerce Store Sellers, etcetera) due to the fact that live chat offers rapid customer service solutions, there’s a grand benefit to considering the live chat key performance indicators (KPIs) that give businesses a good indication of how their customer service representatives (CSRs) are doing when it comes to the provision of exceptional live chat customer service; companies can not only pinpoint their CSRs’ strengths and weaknesses — but can also receive insight into how well their businesses are doing in reference to the provision of satisfactory customer service experiences that increase customer acquisition and customer retention rates and improve competitive edges in the global sales market. As companies consider live web chat KPIs and their metrics, Callnovo Contact Center is available to provide businesses exceptional customer service outsourcing solutions — as well as an advanced Customer Relationship Management (CRM) platform — to ensure that they can benefit from the data received through KPI monitoring, providing the opportunity of incrementing sales opportunities.”

Live Web Chat Key Performance Indicators

As it has been reported at the start of this year (2021) that at least 41% of the worldwide customers that utilize multichannel communication and Telecom platforms (such as SMS messaging, phone calls, live web chat with conversational AI [artificial intelligence], e-mail, social media, etcetera) prefer live chat to connect with customer service and tech support due to its provision of speedy consumer solutions, it’s vitally important for businesses to consider the key performance metrics — known as key performance indicators (KPIs) — that give an indication of how well their customer service is doing in reference to properly meeting their customers’ needs and promoting strong customer service experiences that influence consumers to remain faithful to the goods and services that they enjoy. Because live chat has practically become the principal means of connection with companies’ customer service and technical support teams, businesses –eCommerce sellers or not — can greatly benefit from monitoring and heeding to the most important KPIs that give operations teams an understanding of their live chat support customer service quality — allowing them to take advantage of the data-mining so that they may ensure that consumers receive exceptional customer service, strengthening short-term sales efforts and providing opportunities for long-term sales success and financial security. Let’s take a look at some of these KPIs below.

An Inside Look at Some of the Key Performance Metrics

As there are many different live web chat metrics that contribute to an overall understanding of how well customer service teams are doing in reference to the provision of superb live chat customer service and tech support, we are going to categorize the after-mentioned KPIs into two categories:

1. Qualitative Indicators
2. Quantitative Indicators

By categorizing some of the most important KPIs into these categories according to each scientific words’ definition origins (qualitative (Medieval Latin word) meaning relating to quality– and quantitative (Medieval Latin word) meaning measurable), we can understand exactly which KPIs are influenced by CSRs and which KPIs contribute directly to customer service quality from consumers’ perspectives.

Qualitative Indicators

Here’s some of the key qualitative live chat KPIs that are directly influenced by customers’ perspectives on the customer service that they receive:

• Net Promotor Score (NPS) — as a principal means of determining customer loyalty, as well as an indicator of future customer acquisition rates, NPS measures how likely individual consumers are to refer your business; bearing in mind that this key live web chat metric offers customization, there’s an index range of 0–10 — as seen in the below categories:
  Detraction (0–6)
  Passiveness (7–8)
  Promotion (9–10)
• Customer Satisfaction Score (CSAT) — closely related to NPS…

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