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

A white notepad with standard rule lines shows the words "Key Performance Indicator" which refers to key performance indicators - or, as we abbreviate it, "KPI;" the notebook contains the following: (1) a blue bar graph that shows steady growth, (2) a blue line graph that shows key growth areas, (3) a blue scatterplot graph, (4) and a blue pie graph with a slice of pie being highlighted. In addition to the detailed notebook, the picture also contains colored paperclips in the colors blue, green, pink, red, yellow, and white, a gray Apple / Mac laptop with black keys, gray glasses, a white and gray smart tablet, a white and blue planner, a black pen, a white saucer and white coffee mug with brown coffee that features a plant design prepared via cream, and also the leaves of a green plant. Everything in the picture is sitting on a wooden table.

“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 […]

U.S. Live Chat Etiquette and the Importance of Outsourced Customer Service

A demonstration of Callnovo Contact Center's Customer Relationship Management (CRM) platform with live web chat with integrated Conversational AI (artificial intelligence) capabilities; a smiling customer service representative is giving a thumbs up while showing eCommerce products from Samsung.

“The United States’ e-Commerce market has been basking in the spotlight over the past year due to its fast-driving eCommerce sales momentum despite the COVID-19 pandemic and is about to reach a long-awaited-for trillion dollar milestone next year (2022); this means grand opportunities for global eCommerce sellers (i.e. eBay Sellers, Lazada Sellers, Shopee Sellers, Online […]

Live Web Chat: The Extreme Importance and Key Benefits within the U.S. and Europe

A businessperson is shown typing on their laptop with a customer service representative, utilizing live web chat to connect regarding pre-sales questions they have.

Over the past five years, live web chat — or live chat — has been increasingly becoming a mainstream and essential communication tool throughout the United States and Europe by which global consumers get in contact with eCommerce sellers for remote customer service and tech support solutions; live chat provides many key benefits to startups, small, medium, and large businesses and corporations and should be implemented as it provides high-quality customer experiences that increase customer retention rates and also create strong brand loyalty, bringing steady short-term growth and long-term success to businesses and corporations on a global level.