Live Chat Analytics

Understand how your live chat is being used, and how to improve it

Improve live chat support operations, assess customer satisfaction, and track trends over time with our advanced set of live chat analytics dashboards

Live Chat KPIs

Track essential live chat KPIs with customizable dashboards

From bird-eye’s view to the closest detail, identify and monitor the KPIs most important to your organization, allowing you to make data-driven decisions that will help you improve your customer service.

Live Chat Performance Metrics

Make sure you're tracking the right metric

There’s a number of live chat metrics that are essential for understanding the health of your customer service. With Activechat, you can easily track and analyze essential live chat performance KPIs:

Time spent on each conversation
Number of chats per agent
Average wait time
First contact resolution
Net promoter score
Average handle time
Average speed to answer
Abandonment rate

Live Chat Dashboard

Track your team performance with customizable dashboards

Customize the dashboard to display the information that you are interested in, and export the data to Excel for further analysis.

You can also set up alerts so you’ll be notified if your team isn’t meeting your standards. This way, you can take action quickly to improve your customer service.

Customer Service Analytics

Reduce customer service costs and improve quality with data

Data can help you understand how customers interact with your business, what their needs and wants are, and where they may experience friction. With this information, you can make changes to your customer service processes and procedures to reduce costs and improve quality. Additionally, data can help you identify and resolve systemic issues within your customer service organization.

Customer service teams love Activechat

Jorge Edel A.

CEO, Veeme Media

“Since we installed it, the response rate has been amazing. Having a way to automate my customer service was one of the best decisions ever made. With Activechat, we answer most requests instantly.”

Tanzir R.

Product Designer

“We used it for the WooCommerce shop. The bot automatically pulled all the data from the store, and users could place orders via chat on Facebook Messenger. Activechat had a prebuilt template, so all I had to do was replace the default names with my store name. Setup took a couple of minutes. Fastest way to build a bot.”

Harish M.

CEO, E-Learning

“The architecture of using skills is amazing as it saves us a lot of time. After a tiny bit of learning, it becomes a perfect tool which you cannot look beyond. The support is fantastic as they are ready to listen to us and take necessary action to meet our needs.”