We analyzed over 85,000 chats to determine what are some of the key live chat trends that will make the biggest impact in 2014. Here's what we found.

1. SaaS
Live Chat
Trends
To Watch in 2014
#LiveChatTrends

2. Live Chat Trends
Between April and August 2013, we analyzed
over 85,000 chats to determine what are some
of the key live chat trends that will make the
biggest impact in 2014.
Here’s what we found.

3. Most chats take place on a
Thursday
During the weekdays (except
Monday) customer service
representatives can expect to receive
the most live chat requests from
visitors.
Mon
Tue
Wed
Thu
Fri
Sat

4. Most chats take place at
2:00 pm (GMT)
Most visitors are looking for help between 8:00 am and
3:00 pm GMT.
12:00 AM
4:00 AM
8:00 AM
12:00 PM
4:00 PM
8:00 PM

5. Most chats are
missed on
Thursday
Customer support teams miss the
most chats on weekdays (except
Monday).
Mon
Tue
Wed
Thu
Fri
Sat

6. 4:00 pm
(GMT)
Most chats are
missed at
The highest number of chats are
missed at 12 am and 4 pm GMT.
12:00 AM
4:00 AM
8:00 AM
12:00 PM
4:00 PM
8:00 PM

7. On
average
A customer service representative should take
approximately
23.4s
time the visitor asks a question).
to start a chat (from the

8. On
average
A customer service representative should resolve most
problems in about
42.9s
.

9. BUT
The longest ever chat on Zopim.com
was in October 2013. It was:
2 hours
8 minutes
10 seconds
So, take your time.

10. A customer service
representative can handle
20 chats
Number of chats a customer service representative
can handle in one hour.

11. Live Chat Works
Live chat requires constant optimization in order to deliver
maximum results for your business.
If you do it right, you’ll be able to capture the 83%
consumers who say that they need support
are online.
of
while they

12. Tell us about your live chat
#LiveChatTrends