How to Measure Live Chat Performance

Live chat is one of the most powerful tools for customer experience in the current marketplace. 
In a world where customers are constantly connected to the online world, online chat is a reliable way of getting quick solutions to common problems. 
Today’s consumers prefer talking to an agent over chat to calling a contact center, and they often feel that live chat is less frustrating than waiting for the right person to answer the phone. 
Of course, like any digital tool, l