Only in 8% of Contact Centres Does Web Chat Exceed 10% of Overall Traffic

According to or poll, web chat accounts for a very small percentage of traffic in contact centres, with just 8% of contact centres using web chat for more than one in ten contacts.

Poll – What Percentage of your Traffic is Web Chat? – answers

0%: 52%
1 – 2 %: 25%
3 – 4 %: 9%
5 – 10%: 6%
11%+: 8%

Source: Call Centre Helper webinar: The best ways to handle web chat in your contact centre     Sample size – 256    Date: December 2013