Live Chat ROI Calculator
Calculate benefits of implementing live chat support
Live Chat ROI
Calculate the ROI of implementing live chat for customer support.
Takes ~2 minutes. You can edit assumptions at the end.
Press Enter to start
What this calculator does
The Live Chat ROI calculator quantifies the value of shifting support conversations from phone to chat: chat is cheaper per contact and agents can work several conversations concurrently. You enter your volumes, handle times, and costs; the model shows what a realistic channel shift is worth annually.
Use Projection to justify the investment, and Impact to measure the realised saving once chat volume is flowing.
How it works
Answer a short set of questions — volumes, time, and costs you already track. The calculator runs a pure, versioned formula and presents conservative, moderate, and optimistic scenarios, a receipt-style ledger tracing every figure back to an input, and a multi-year NPV/IRR view. Each report lists its assumptions so reviewers can challenge them line by line. See the methodology for how the models work, or view a complete sample report.
Benchmarks you can defend
- A US inbound call costs 23% more than a web chat; in the UK the gap is 83%. ContactBabel Contact Center Decision-Makers' Guides (US 2026, UK 2024)
- Practitioner consensus puts sustainable concurrency at 2–3 simultaneous chats per agent. Call Centre Helper practitioner poll
Every constant used in-product is cited — the full source list, with caveats, is on the methodology page.
Frequently asked questions
How many concurrent chats should I assume per agent?
The defensible conservative default is 2–3 concurrent chats (roughly 2× phone throughput). Higher concurrency assumptions exist in vendor material but lack published methodology, so the calculator encourages you to model conservatively and show the upside in the optimistic scenario instead.
Does moving to chat always save money?
No — it depends on your cost per contact for each channel and how much volume genuinely shifts. That is exactly what the calculator tests: enter your own numbers and see whether the case clears your payback threshold in the conservative scenario, not just the optimistic one.
Is the Live Chat ROI calculator free?
Your first calculator is free forever, with unlimited re-runs and one saved report — no card required. You enter your email to view and save results, and upgrading to Pro unlocks all 13 calculators, unlimited reports, exports, and share links.
Can I change the assumptions?
Yes — every assumption is editable before you calculate, and the report records exactly what you used. Industry constants are cited on the methodology page, and the receipt-style ledger traces each figure in the result back to an input.