Live Chat Statistics 2024 - Everything You Need to Know

Are you looking to add Live Chat to your arsenal of tools? Maybe for your business or personal use only, whatever it is – it’s always a good idea to know more about the most important Live Chat statistics of 2024.

My team and I scanned the entire web and collected all the most useful Live Chat stats on this page. You don’t need to check any other resource on the web for any Live Chat statistics. All are here only 🙂

How much of an impact will Live Chat have on your day-to-day? or the day-to-day of your business? Should you invest in Live Chat? We will answer all your Live Chat related questions here.

Please read the page carefully and don’t miss any word. 🙂

On this page, you’ll learn about the following:

Best Live Chat Statistics

Best Live Chat Statistics

☰ Use “CTRL+F” to quickly find statistics. There are total 549 Live Chat Statistics on this page 🙂

Live Chat Benefits Statistics

A 2015 study conducted by the Aberdeen Group, which compared businesses with live chat compared to those without, revealed the following benefits 34% greater annual improvement in customer satisfaction rate. ^[0]

Live Chat Usage Statistics

The first group had registered 72% mobile usage in 2018, while the second about 70%. ^[1]
Globally WhatsApp usage for customer support soared by 219%, while Twitter and Facebook Messenger dropped by 20%. ^[2]
The usage of automation to resolve queries went up by 25% since 2020. ^[2]
Forrester claims a rise of 24% in chat usage. ^[3]
In 2018, the customer satisfaction rate with live chat usage stood at 83.1 percent, up from 80.68 percent. ^[3]

Live Chat Market Statistics

Based on the answers from the study respondents 46% of customers consider the same importance in case of contact with the marketing team. ^[1]
In 29% of cases, according to a study, it is used for marketing awareness. ^[1]
The market will see a 7.3% CAGR during this period. ^[1]
Plus, chat is a great way to bring visitors back to your website, as Emarketer discovered that 63% of customers were more likely to return to a website that offers live chat. ^[4]
While 31% of B2C and 54% of B2B companies also use live chat for marketing. ^[5]
Furthermore, branding statistics reveal that 89% of marketers claim building brand awareness is their top goal. ^[5]
If done correctly, email marketing has an ROI of 3200% 23. ^[5]
While the level of reporting for the live chat industry is not deep enough to estimate its overall value, the global live chat software market is growing at a CAGR of 7.3%. ^[5]
The top three players in the live chat software market in 2020 were tawk.to (21.10%), Zendesk (12.11%), and Facebook Customer Chat (10%). ^[5]
Emarketerdiscovered that 63% of customers were more likely to return to a website that offers live chat. ^[6]
44% of online consumers say that “having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer. ^[7]
The live chat software market is also registering a compound annual growth rate of 7.5% from 2017 to 2024. ^[8]
To sum everything up, now might be the best time to add live chat to your website since the live chat market is expected to grow by as much as 87%. ^[9]
They also make use of it for marketing with 31% of B2C and 54% of B2B companies as it helps enable a more compelling conversation between a business and a consumer. ^[10]
It includes improvement in marketing awareness at 29%, earlystage sales development at 32%, and post sales customer support at 39%. ^[10]
And when it’s a marketing or sales inquiry, that number only dips a little to 82%. ^[11]
In marketing, 46% of customers view “immediate” as 10 minutes or less. ^[11]
According to mobile marketing statistics, there are over 5 billion mobile device users around the world. ^[11]

Live Chat Software Statistics

While the level of reporting for the live chat industry is not deep enough to estimate its overall value, the global live chat software market is growing at a CAGR of 7.3%. ^[5]
The top three players in the live chat software market in 2020 were tawk.to (21.10%), Zendesk (12.11%), and Facebook Customer Chat (10%). ^[5]
61% of live chat software buyers are B2B businesses. ^[5]
Only 33% of live chat software buyers are B2C customers, while B2G and non profits make up the balance. ^[5]
Live chat software has a73% satisfaction rateas a way for customers to interact with businesses. ^[7]
The live chat software market is also registering a compound annual growth rate of 7.5% from 2017 to 2024. ^[8]
If you add live chat software to your website, you could increase conversions by 12%. ^[9]
And, when you add the fact that 79% of customers state that they love live chat software thanks to the immediacy it provides, it is obvious that a chatbot or some form of live chat software is a necessity nowadays. ^[9]
Addition of live chat software to a website typically causes a 20% increase in conversion. ^[12]

Live Chat Adoption Statistics

Live chat adoption statistics, however, show that B2B has almost double the base of B2C. For reference, B2C has 33% adoption rates by the customers. ^[1]
Chat adoption rates have risen from 38% in 2009 to 58% in 2014, which is a compound annual growth rate of 8.8% over that time. ^[0]

Live Chat Latest Statistics

About 69% of shoppers in the US demand live chat features. ^[1]
Around 73% of customers find live chat the most satisfactory form of communication with a company. ^[1]
Millennials are 20% more likely to use live chat. ^[1]
Customers who use live chat, spend up to 60% more per purchase than those who don’t. ^[1]
Live chat improves conversion rates by 3.84%. ^[1]
Live chat costs companies 15 33% less compared to phone support. ^[1]
By 2024, about 85% of businesses are expected to opt for live chat support. ^[1]
Tech savvy customers are more familiar with the messaging platforms nowadays and research shows that 79% prefer live chat due to instant support access. ^[1]
The percentage of the most ‘impatient’ customers is the highest when they reach out to the sales department —62%. ^[1]
Online chat customer service is in the minds of only 35% of business owners. ^[1]
On the other hand, they are overstaffing their contact centers with phone operators, as this is what 42% of firms consider customers’ preference. ^[1]
Another 14% think customers like to communicate via email, while 9% say the same for social media. ^[1]
Not only that, but also 51% of customers will probably buy again from the company that has a live chat, based on the live chat sales statistics. ^[1]
For comparison, 38% of people are likely to complete their first purchase on websites with chat widgets. ^[1]
As a result, 79% of companies report that the presence of this feature has positively impacted their sales, revenues, and customer relations. ^[1]
In fact, 36.5% of women in the US aged 18 29 have used it at least once. ^[1]
Another 37.5% of those between 30 and 39 years old have used it many times. ^[1]
Despite that, only 62% of retailers adopted it on desktop and 55% on mobile sites in 2019. ^[1]
The former has around 88.36% customer satisfaction rate, while customers Down Under have a 93.59% satisfaction rate. ^[1]
Accordingly, 50% of all live chat transactions occur at this time. ^[1]
As a matter of fact, desktop visitors will purchase 14% times on average, while this rate for mobile chatters is 7%. ^[1]
However, mobile chatters are 6.1 times more likely to convert, compared to mobile non. ^[1]
Year on year, this is a strong rise of 7.9%, according to the live chat support statistics. ^[1]
The least percentage was for the transportation industry (19%). ^[1]
This is not too much considering that reactive chat engagement rates are higher (up to 7.8%). ^[1]
In contrast to that, when compared to email and phone, 73% of customers were satisfied with the live chat. ^[1]
Alternatively, 51% were happy with their email communication to the company. ^[1]
Lastly, 44% felt the same way regarding phone engagement with the business. ^[1]
Live chat engagement statistics meanwhile confirm that 42% of customers indicated that this is their preferred way of leaving contact info, which makes it the top lead generation method in this regard. ^[1]
Multitasking is important for 51% of customers. ^[1]
Another 46% consider it to be the most efficient means of communication. ^[1]
Next, 29% think information received this way is more accurate. ^[1]
Some 22% don’t like talking on the phone, while 21% can chat while at work. ^[1]
And finally, 15% thought that the information they received was better than if they had called, according to live chat statistics. ^[1]
Next, conversion to potential leads happens in 39% of cases. ^[1]
Around 32% go to early engagement, and 24% to mid. ^[1]
Finally, in 18%, it’s a tool for closing the deal, while in 39% of cases it serves as aftersale support. ^[1]
The latest live chat statistics show that 63% of millennials prefer their questions answered by live chat, rather than traditional forms of customer support. ^[1]
Apparently, 61% of customers under 24 years old would avoid phone calls to ask for support from companies on purpose. ^[1]
Further, we have B2G with 2% live chat users and non. ^[1]
Customers who use live chat spend up to 60% more per purchase than those who don’t. ^[1]
Then, 38% of customers tend to buy a product after a positive and engaging chat with real. ^[1]
On another note, 63% of consumers said they would gladly return to an ecommerce shop with a live chat integrated. ^[1]
For reference, since the company started using live chat, AOV has increased by 15% for those customers who use the chat, as opposed to the rest. ^[1]
Their sales levels jumped by an impressive 211% after the chat widget was added to the product comparison page. ^[1]
Live chat stats conclusively show that the presence of a chat widget increased the average order value at the checkout process by 43%. ^[1]
The subsequent revenue growth per year was 175% on average. ^[1]
Poor live chat experience creates frustration with 38% of the customers. ^[1]
About 29% find scripted responses the most annoying, while 24% of customers are frustrated by the long wait times. ^[1]
Then, 9% get frustrated if they have to repeat themselves. ^[1]
In addition, 55% of companies don’t offer transcripts after completion of the chat or ask for user feedback (45%). ^[1]
Another 23% don’t even ask for contact data prior to starting a chat. ^[1]
Live chat costs more than 50% less than handling phone calls. ^[1]
According to some estimates, call center support on the phone costs $12 per call, compared to $5 for a web chat. ^[1]
This represents a 43% reduction in just one year since deploying a live chat solution from Velaro. ^[1]
Between 2014 and 2015 it went down by 22% to $650,000. ^[1]
Phone support, therefore, dwindled from 66.9% to 33.1%. ^[1]
According to live chat support statistics, 41% prefer this option mainly because they will get the answer to their problem fast. ^[1]
A phone call is the second option with 32%, email third with 23%, and finally, we have social media with 3%. ^[1]
One survey confirms that customers that address the company through live chat will spend 60% more per basket than the rest. ^[1]
One survey further shows that 38% of customers made an order after a positive impression with the live chat agent. ^[1]
Based on the same survey, 44% of people agree that a website’s best feature would be an option to get the answers to their questions in real. ^[1]
It can even lead to 20% better conversion rates. ^[1]
Over the last few years, though, live chat has consistently been the top support channel of choice, with 41% of consumers preferring live chat support over any other channel. ^[13]
According to data from Zendesk , customer satisfaction ratings for live chat (85%) are second only to phone support (91%), beating out help center articles (83%), email support (82%), Twitter support (81%), and Facebook support (74%). ^[13]
Comm100 report found that companies with satisfaction ratings above 90% had an average chat duration of 11 minutes and 47 seconds. ^[13]
Comm100 found that conversations fully handled by chatbots received slightly higher satisfaction ratings (87.58%) than those that had to be transferred to a live support agent after a chatbot couldn’t answer the question (85.8%). ^[13]
In fact, 29% of customers are frustrated by scripted, impersonal responses in live chat. ^[13]
According to research from Forrester , “69% of U.S. online adults shop more with retailers that offer consistent customer service both online and offline.”. ^[13]
Even as far back as 2010, 44% of online consumers said that “having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.”. ^[13]
Another study found that 40% of buyers who had used live chat were more likely to make online purchases (versus 22% of buyers who had never chatted). ^[13]
Today, more than 41% of customers expect live chat on your website. ^[4]
For customers that visit your website on a mobile device, this number is as high as 50%. ^[4]
In fact, live chat is expected to continue to grow by as much as 87% in the next 12. ^[4]
(In some industries, chat growth has increased by as much as 150%). ^[4]
J.D. Power found that live chat has become the leading digital contact method for online customers, as a staggering 42% of customers prefer live chat compared to just 23% for email, and 16% for social media or forums. ^[4]
Live chat has become the leading digital contact method for online customers, as a staggering 46% of customers prefer live chat compared to just 29% for email, and 16% for social media. ^[4]
However, our own research found that only 9% of companies use live chat on their website. ^[4]
According to CrazyEgg 38% of consumers are more likely to buy from a company if they offer live chat support. ^[4]
For example Kayakoreported that 79% of businesses said that implementing live chat resulted inincreased customer loyalty, sales and revenue. ^[4]
Goinflownoted that there wasa 3.84% increase in conversion rates, with a 6% overall lift in revenue. ^[4]
Forresternoted that there wasa 10% increase in the average order. ^[4]
The same study uncovered that live chat leads to a 48% increase in revenue per chat hour and a 40% increase in conversion rate. ^[4]
Adding to this, a study by AMA found that live chat can be used effectively throughout the customer journey, including an improvement in Marketing awareness (+29%) Early stage sales development (+32%). ^[4]
So, it’s not surprising that 79% of customers say they prefer live chat purely because of the immediacy it offers compared to other channels. ^[4]
In our study of 1,000 websites, we found that 21% of all live chat requests were ignored. ^[4]
Comm100 discovered that 82% of customers were satisfied with their live chat experience, compared to just 61% of email users and a worrying 44% of phone users. ^[4]
Our own study found that only 55% of companies actually send a copy of the chat session by email. ^[4]
Today, 45% of companies that use chat do not ask for feedback and have no way of knowing how well they serve their customers. ^[4]
Research shows that 79% of customers choose live chat because it gives them access to instant support. ^[14]
Overall, more than 85% of businesses will offer live chat support in some form by 2024. ^[14]
Research shows that live chat delivers a higher customer satisfaction than email (61%) and phone support (44%). ^[14]
Customers that use live chat outbuy those who don’t by as much as 60% per purchase. ^[14]
In fact, after a nice chat session, 38% of customers go ahead and actually make a purchase. ^[14]
To understand how significant the impact of abandonment can be, consider the fact that over 67% of ecommerce sales are lost to shopping cart abandonment. ^[14]
However, a better designed checkout experience can increase conversion rates by 35.26%. ^[14]
As per their estimate, this strategy has converted between 10% to 25% leads. ^[14]
Customers are more likely to come back to a website once they have had a live chat session there and 62% of them could make an online purchase again. ^[14]
Customer retention is so impactful that increasing customer retention by a mere 5% can increase profits by at least 25%!. ^[14]
Live chat can help you increase conversion rates by as much as 3.84%. ^[14]
The business witnessed a 2.5% increase in conversion rates from its mobile live chat over the basic live chat design. ^[14]
Overall, there was a 12% increase in smartphone conversion rates. ^[14]
75% of people prefer live chat over any other channel. ^[5]
44% of online consumers say that having questions answered by a live person during an online purchase is one of the most important features a website can offer. ^[5]
51% of customers want businesses to be available 24/7. ^[5]
63% of millennials prefer to have their basic customer support queries answered by live chat. ^[5]
38% of businesses say their users find their scripted responses most frustrating. ^[5]
The average customer satisfaction using live chat service in the technology industry exceeds 87%. ^[5]
60% of customers expect an immediate response when contacting live chat. ^[5]
60% of them indicated that they needed an immediate response when reaching out to a live chat support team. ^[5]
Live chat is used by 67% of B2C businesses solely for customer support. ^[5]
74% of B2c and 85% of B2b businesses use live chat for sales. ^[5]
Live chat conversion statistics tell us that adding live chat to your website can improve conversions by 12%. ^[5]
63% of customers said they’re more likely to return to a website that has a live chat. ^[5]
In other words, 37% of customers are less likely to return to a website if it did not feature live chat. ^[5]
71% of people believe that live online chat will surpass traditional support channels by the end of 2021. ^[5]
In fact, over 50% of all customers prefer to use real. ^[5]
In short, live chat is overtaking phone support, and furthermore, only 23% of customers prefer email. ^[5]
For social media and forums, the number falls even lower, at just 16%. ^[5]
The main reasons more customers prefer live chats are no wait times (34%) and convenience (26.9%). ^[5]
82% of customers are satisfied with their live chat experience. ^[5]
While this figure fell to 61% for email support, it plummeted for phone support to just 44%. ^[5]
‘Chatters’ spend on average 60% more per transaction than ‘non. ^[5]
Almost 100% of clients prefer high quality support even if it’s not that fast. ^[5]
More than 44% say that having a live person answer their questions is one of the most important features an online shop can have. ^[5]
97% of global consumers say customer service is important in their choice of a brand. ^[5]
73% of customers say that valuing their time is the most important thing companies can do when it comes to customer service. ^[5]
95% of customers rate high quality support over speed. ^[5]
For the other 56%, you can use Facebook chatbots as the first line of support. ^[5]
47.5% of US internet users feel the greatest challenge with chatbots is they provide too many unhelpful responses. ^[5]
52% of consumers say they view companies more favorably when the customer service is more personalized to them and their interests. ^[5]
53% of customers are likely to abandon their online purchases if they can’t find quick answers to their questions. ^[5]
Still, keep in mind that the global cart abandonment rate is 75.52% , so make sure your customers find their answers quickly. ^[5]
Only 9% of companies use a live chat on their website. ^[5]
Customers love it, and experts believed live chat grew 87% between 2017 and 2018. ^[5]
The number of consumers that use live chat over the phone and email support has increased by more than 50% since 2012. ^[5]
According to these figures, there has been a surge in people moving towards live chat support from competing channels since 2012. ^[5]
According to the survey cited, 42% of customers prefer live chat, compared to 23% preferring email and only 16% social media. ^[5]
Live chat is expected to grow by 87% in the next 12. ^[5]
Experts believe it will increase by a booming 87% in the next 12. ^[5]
85% of B2B live chat buyers use it for sales; the figure is 74% for the B2C sector. ^[5]
At 73 to 81%, live chat has the highest satisfaction level for any customer service channel. ^[5]
20% of shoppers prefer using live chat to contact a retailer compared to other communication methods. ^[5]
41% of consumers prefer being offered support over live chat, more than any other channel. ^[5]
75% of survey respondents stated they would prefer to live chat versus calling to speak with an agent. ^[5]
63% of millennials prefer to have their basic customer support queries answered by live chat versus traditional channels. ^[5]
42% of businesses think consumers prefer the phone. ^[5]
In fact, less than 10% of businesses offer live chat as a feature. ^[5]
More than 30% of customers expect live chat on your website. ^[5]
This number is 62% for customers visiting your website on a mobile device. ^[5]
Only 9% of companies use live chat. ^[5]
It is quite surprising that not even 10% of companies have adopted live chat support as their primary or secondary communication channel. ^[5]
38% of consumers are more likely to purchase from a company that offers live chat support. ^[5]
52% of consumers are more likely to repurchase from a company that offers live chat support. ^[5]
As many as 77% of customers won’t make a purchase on a website that doesn’t offer a live chat option. ^[5]
41% of customers think a company that offers live chat on its website is more trustworthy. ^[5]
38% of customers have said that they have ended up making a purchase due to a good live chat session. ^[5]
79% of customers say they prefer live chat purely because of the immediacy it offers. ^[5]
42% of customers choose live chat over phone because they hate being put on hold. ^[5]
Another study found that 68% of people would prefer to have root canal without anesthesia, a tax audit, or dinner with their motherin law than have to be put on hold on the phone. ^[5]
21% of live chat support requests are not answered. ^[5]
51% of live chat users prefer chat as it allows them to multitask. ^[5]
Another 21% prefer it because they can shop while they work. ^[5]
72% of customers now expect a customer service agent to know their contact details, product information, and service history as soon as they engage and without being asked. ^[5]
23% of companies do not ask for contact information before a chat begins. ^[5]
45% of companies do not ask users for feedback once the chat has ended. ^[5]
55% of companies do not offer transcripts once a chat has ended. ^[5]
56% of consumers cannot recall an exceptional live chat experience. ^[5]
When starting a live chat, 40% of consumers are not confident they’ll get the support they need in a reasonable amount of time. ^[5]
84% of consumers have given up on a live chat due to frustration at slow responses or poor replies. ^[5]
84% of businesses say providing unique and memorable customer experiences is a priority for their team. ^[5]
38% of customers are most frustrated by poor user experience on live chat. ^[5]
43% of businesses know their user experience is not good enough. ^[5]
84% of businesses say offering a personal customer experience is an important or very important priority for their team. ^[5]
29% of consumers find scripted, impersonal responses the most frustrating. ^[5]
19% of businesses say their customers are most frustrated by long wait times. ^[5]
9% of consumers say having to repeat themselves is the most frustrating part of a live chat experience. ^[5]
16% of businesses say their customers are most annoyed by having to repeat themselves. ^[5]
20% of consumers tell friends or colleagues about a poor live chat experience. ^[5]
29% of consumers tell friends or colleagues about a positive live chat experience. ^[5]
63% of people who spend between $250 300 a month online are the most likely to both buy from, and be loyal to, companies that offer live chat support. ^[5]
Live chat leads to a 48% increase in revenue per chat hour and a 40% increase in conversion rate. ^[5]
79% of businesses say offering live chat has had a positive effect on sales, revenue, and customer loyalty. ^[5]
Companies offering live chat report 34% improvement in customer satisfaction rates and 2.6x improvement in customer care costs. ^[5]
Apart from the two metrics above, live chat is known to result in 2.4x annual increase in crosssell and sell up revenue, 20% annual improvement in customer contact abandonment rate, and a staggering 9.3x annual improvement in agent utilization rate. ^[5]
You can also use the links below to navigate straight to the stats that interest you the most 41% of customers prefer live chat, whereas 32% prefer phone support, 23% prefer email, and 3% prefer social media for support.1. ^[2]
79% of users prefer live chat support for its instant responses.2. ^[2]
Live chat has the highest customer satisfaction level of 73% versus 61% for email support and 44% for phone.3. ^[2]
69% of the customers prefer interacting with a human agent than chatbots on chat support.5. ^[2]
44% of customer service leaders across the world said live chat and messaging were critical for them to maintain service levels through the pandemic.6. ^[2]
Over 41% of the customers expect a live chat widget on websites.7. ^[2]
20% of customers share their negative experiences with live chat support.8. ^[2]
33% of proactive chat conversations received responses from customers.9. ^[2]
Customers who use live chat are 2.8x more likely to convert than those who do not use live chat support.10. ^[2]
Nearly 50% of customers say that having a live chat agent answer their query in the middle of purchase is an important feature that a business can offer. ^[2]
Live chat has a conversion rate of 40%. ^[2]
Live chat leads to a 48% increase in revenue per chat hour, and. ^[2]
40% of customers who use live chat have higher chances of making an online purchase. ^[2]
53% of cart abandonment is because customers aren’t able to find answers to their queries. ^[2]
43% of businesses claim that they have a better understanding of their customers within one year of implementing live chat. ^[2]
94% of the customers who proactively engaged with live chat were very or somewhat satisfied with the experience. ^[2]
Proactive chat leads to 105% ROI. ^[2]
63% of customers say that they are likely to revisit a website that offers live chat support. ^[2]
44% of online customers claim that having their queries answered by a live chat agent in the middle of an online purchase is one of the essential features a business can offer on its website. ^[2]
40% of live chat users are likely to make an online purchase, as opposed to 22% of customers who have never chatted with a business online. ^[2]
59% of customers are more likely to make a purchase when their queries are resolved in under a minute. ^[2]
Live chat has also influenced 38% of customers to make a purchase. ^[2]
Implementing conversational chatbots helps businesses bring down their service costs by 30%. ^[2]
67% of customers across the world used chatbots for customer service. ^[2]
Chatbots are estimated to handle 75 90% of banking and healthcare queries by the year 2024. ^[2]
With present technology, chatbots are capable of resolving queries with up to 90% accuracy. ^[2]
Only 6% of customers think businesses should never use chatbots. ^[2]
67% of millennials claim that they would purchase products or services from brands that offer chatbots for support. ^[2]
The support tickets were higher by 20% than the pre. ^[2]
64% of customers tried a new messaging channel to reach out to companies in 2020. ^[2]
74% of customer service leaders claim that customers have become extra empathetic since the pandemic. ^[2]
81% of customer service leaders are investing 36% more in live chat and messaging. ^[2]
Shuttle Delivery now resolves 80% of their queries directly in the Freshdesk Messaging app and has also decreased their resolution time by 80%. ^[2]
Consumers are more likely to remain loyal, engage in positive word of mouth, and spend up to $500 extra per month with businesses that provide effortless live chat experiences. ^[15]
95% of customers value thorough, high quality support more than speed. ^[15]
52% of consumers are more likely to remain loyal to a company that offers live chat support. ^[15]
47% of customers haven’t had a positive live chat experience in the last month. ^[15]
20% of consumers have told friends or colleagues about a poor live chat experience. ^[15]
29% of consumers have told friends or colleagues about a positive live chat experience. ^[15]
38% of customers are most frustrated by poor user experience on live chat. ^[15]
43% of businesses know their user experience is not good enough. ^[15]
29% of consumers find scripted, impersonal responses the most frustrating. ^[15]
38% of businesses say their users find their scripted responses most frustrating. ^[15]
19% of businesses say their customers are most frustrated by long wait times. ^[15]
9% of consumers say having to repeat themselves is the most frustrating part of a live chat experience. ^[15]
16% of businesses say their customers are most annoyed by having to repeat themselves. ^[15]
95% say they would prefer slower support if it meant the quality of help was higher. ^[15]
When starting a live chat conversation, 40% of consumers are not confident they’ll get the support they need in a reasonable amount of time. ^[15]
We surveyed over 1000 US consumers, weighted according to US Census data. ^[15]
63% of millennials prefer to have theirbasic customer support queries answered via a livevs. ^[6]
36% of Gen Zers would use live chat when contacting a company with a customer service. ^[6]
61% of customers under 24 admit that they purposely avoid calling companies, and 60% of millennials prefer live chat to traditional media. ^[6]
However, 45% of people aged 55 or older also admitted thatthey had used live chat on a website at least once, and this number is continuously growing. ^[6]
More than41% of customers expect a live chatwindowForrester). ^[6]
Approximately 44% of chat queries were initiated from a mobile device in 2017.In 2018 that figure rose to 52%. ^[6]
62% of consumers expect to access live chat widgets through their mobile phones. ^[6]
51% of customers want businesses to be available 24/7. ^[6]
42% of consumers indicate that they prefer to live chat over other support options becausethey don’t have to wait on hold. ^[6]
79% of customers say they prefer to chat with agents purely because of the immediacyit offers compared to other channels. ^[6]
59% of users would rather use different channelsto reach out to customer service than use their voice to communicate. ^[6]
41% of customers think that companiesoffering live chats on their websites are more trustworthy than those that don’t. ^[6]
70% of consumers prefer human agentsto AI technologies. ^[6]
54% of US online consumersexpect interactions with chatbots to affect their quality of lifenegatively. ^[6]
92% of users have a positive experience after using a live chat toolcompared to other forms of contact (phone 88%, email 85%, Facebook 84%, Twitter 77%). ^[6]
Another survey indicated that the customer satisfaction rate of live chat experiences based on post chat surveysincreased from 80.6% in 2017 to 83.1% in 2018. ^[6]
63% of customers agree that they are more likelyto return to a site if they have the possibility of talking to a representative via live chat. ^[6]
42% of customers choose live chatover a phone call because they hate being put on hold and appreciate that live chat can also provide an instant answer to their questions. ^[6]
44% of customers consider a real time conversation with a representative to bean essential function of an online store website. ^[6]
Live chat has become the leading digital contact method for online customers, as a staggering46% of customers prefer live chat compared to just 29% for emailand 16% for social media. ^[6]
21% of customers stated that the convenience of shopping online at workis the key reason for choosing live chatas their preferred contact method, and 51% of them use it because it allows thepossibility of doing several things at the same time. ^[6]
that 82% of customers were satisfied with their live chat experience, compared to just 61% of email users and a worrying 44% of phone users. ^[6]
52% of customers said that if they did not find answers to their questions quickly enough, they would probably abandon an online transaction. ^[6]
BoldChat found that 31% of online shoppers from both the US and the UK saidthey would be more likely to complete a purchase after a live. ^[6]
29% of live chat users hate scripted responses. ^[6]
80% of live chat representatives had to access multiple systemsto find the information they needed. ^[6]
11% of website users dislike proactive chats. ^[6]
Many service leaders expectedlive chat to grow by as much as 87%in 2017. ^[6]
87% of companies that adopted a live chat solution did so in order toconnect with web visitors in real. ^[6]
Only 17% of companies said that they planned to add live chat in 2019. ^[6]
71% of businesses believe that online chat will be the most popular communication channel by 2021. ^[6]
More than 68% of companies usein their livecanned responseschat service. ^[6]
79% of surveyed contact centers say they fail to see the big picture of a customer’s interactions across different service channels. ^[6]
67% of B2C businesses use live chatfor customer support. ^[6]
Live chat leads to a48% increase in revenue per chat hourand a 40% increase in conversion rate. ^[6]
Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers. ^[6]
Chatters are 2.8x more likely to convert than visitors who don’t use live chat. ^[6]
33% percent of proactive conversations initiated by live chat agents received a response from website visitors without them taking any particular action before being contacted. ^[6]
Proactive chat earns 105% ROI. ^[6]
Goinflownoted that there was a3.84% increase in conversion ratesand a 6% overall lift in revenue thanks to live chat implementation. ^[6]
Companies offering live chat reporta 34% improvement in customer satisfactionrates and a 2.6x improvement in customer care costs. ^[6]
Forresterfound out that there was a10% increase in the average order. ^[6]
22% of surveyed companies recorded a5 10% increase in revenue via live chat. ^[6]
As per Forrester more than41% of customers expect live chat on your website. ^[7]
Live chat helps to communicate with the business in real time andgenerates satisfaction levels of 73%,compared to just 61% for email and 44% for phone. ^[7]
63% of consumersreported that they are more likely to return to a website that offers live chat. ^[7]
In the U.S., customer service interactions via legacy channels like phone and email fell by 7%. ^[7]
54% of retailers were offering live chat features on their website. ^[7]
42% of consumers say they prefer to live chat over other support functions because they don’t have to wait on hold. ^[7]
79% of customers say that they prefer to live chatbecause of the immediacy it provides. ^[7]
Live chat increases customer retention rates by 5%and increases profits by 25%. ^[7]
73% of customers say that valuing their time is the most important thing companies can do to provide them with good customer service. ^[7]
62% of customers expect live chat to be available on mobile devices, and if possible, 82% would use it. ^[7]
63% of consumers who used live chat on a website are likely to return to that site. ^[7]
63% of customers said they were more likely to return to a websitethat offers live chat as opposed to one that doesn’t. ^[7]
94% of customers who were proactively invited to chat were somewhat or very satisfied with the experience. ^[7]
40% of buyers who use live chat are more likely to make online purchases (versus 22% of buyers who had never chatted). ^[7]
Live chat leads to a48% increase in revenueper chat hour and a 40% increase in conversion rate. ^[7]
38% of customers said they had made their purchase due to the chat session itself. ^[7]
59% of customers are more likely to buywhen brands answer their queries in under a minute. ^[7]
53% of customers are likely to abandon their online purchases if they can’t find quick answers to their questions. ^[7]
21% of consumers see chatbots as the easiest way to contact a business. ^[7]
67% of consumers worldwide used achatbot for customer support. ^[7]
57% of businesses agree chatbots deliver large ROI with minimal effort. ^[7]
Over 50% of customers expect a business to be open 24/7. ^[7]
Businesses canreduce customer service costs by up to 30%by implementing a conversational chatbot. ^[7]
Chatbots can help businessessave on customer service costsby answering up to 80% of routine questions. ^[7]
67% of US millennials said they are likely to purchase products and services from brands using a chatbot. ^[7]
73% of customers were satisfied with their live chat experience, surpassing all other channels. ^[7]
By comparison, email and phone customer satisfaction rated just 61% and 44% satisfaction, respectively. ^[7]
Theaverage customer satisfaction rating for live chat globally is 83.1%. ^[7]
20% of the shopping population prefers using live chat to contact a retailer over any other communication method. ^[7]
Live chat has the highest satisfaction levelsof any customer service channel at 73%, compared to 61% for email and 44% for the phone. ^[7]
73% of consumers say that valuing their time is the most important thing a company can do when providing customer service. ^[7]
80% of U.S. customers would pay more for a product or service toensure a superior customer experience. ^[7]
63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t. ^[7]
44% of customers said that having a live chat specialist available during an online purchase was one of the most important features a company can offer. ^[7]
49% of American consumers switched companies last year due to poor customer service. ^[7]
40% of customers want customer service repsto take care of their needs faster. ^[7]
70% of the customer’s journey is based on how the customer feels they are being treated. ^[7]
91% of customers who are not happy with a brand will leave without complaining. ^[7]
Even if you don’t have live chat enabled on your website, there’s a good chance your competitors are in the 85% of companies projected to be using it in 2024. ^[8]
Recent statistics show that adding live chat can increase conversions by 12%. ^[8]
This data also tells us that visitors who chat via live chat are 2.8 times more likely to convert than those who do not engage in this form of communication. ^[8]
We have found that it can deflect up to 30% of tickets and provide your customers with immediate responses at any hour. ^[8]
Only 23% of customers report preferring email communication for support, and 16% report social media. ^[8]
Furthermore, 38% of companies agree that their customers are most annoyed by scripted responses on live chat. ^[8]
Statistics show that, out of consumers who spend between $250 and $500 a month online, 63% are more loyal to companies that have live chat services. ^[8]
Similarly, almost 50% of mobile device users visiting your website expect to see a live chat option. ^[8]
Among B2B companies, 85% are using live chat mainly for sales and 66% are using it mainly for support. ^[8]
Among B2C companies, 74% are using live chat for sales more, while 67% are using it mainly for support. ^[8]
Allied Market Research Research shows that almost all customers (95%). ^[8]
In fact, we found 86% of live chat conversations on the Gorgias platform end with a 4or 5. ^[8]
Among the reasons customers prefer live chat over any other form of customer communication are the lack of wait times (34%) and the increased convenience (26.9%). ^[8]
Even more, 71% of those surveyed between 16 and 24 years old think the customer experience could be drastically improved with quicker response times. ^[8]
That percentage drops only slightly (65%). ^[8]
A staggering 97% of consumers on a global scale claim that customer service is quite important when it comes to their choice of a brand. ^[9]
95% of consumers value high quality support more than speed. ^[9]
Almost half (47.5%). ^[9]
51% of consumers wish businesses were available all the time. ^[9]
Live chat has the highest satisfaction level for any customer service channel, recording the figures from 73% to 81%. ^[9]
As few as 9% of companies use live chat. ^[9]
50% of users who browse the web mostly on their mobile devices expect a live chat feature, which clearly shows how important live chat is. ^[9]
52% of consumers are more likely to repurchase from a company that offers live chat support. ^[9]
Average customer satisfaction with live chat service in the tech industry exceeded 87% in 2019. ^[9]
46% of online users would select a live chat feature over any other medium when it comes to communication. ^[9]
20% of customers informed their friends or colleagues about bad live chat experiences. ^[9]
29% of customers have informed their friends or colleagues about good live chat experiences. ^[9]
79% of businesses claim that offering live chat features has had a positive impact on sales, revenue, and customer loyalty. ^[9]
38% of consumers are more likely to buy from a company if it offers live chat support. ^[9]
51% of consumers are more likely to remain with or buy again from a company if the company offers a live chat support feature. ^[9]
A total of 63% of people who spend between $250 to $500 per month online are the most likely to buy from and be loyal to companies that offer a live chat feature. ^[9]
41% of consumers prefer live chat support, 32% opt for telephone support, 23% of them favor email support, and only 3% of consumers prefer support through social media platforms. ^[9]
42% of businesses think consumers prefer phone support, while 35% of businesses believe that consumers prefer live chat features. ^[9]
Additionally, 14% of businesses believe that consumers prefer email as a customer service medium and only 9% think that consumers prefer customer service on social media. ^[9]
38% of customers are frustrated by poor user experience on live chat. ^[9]
43% of companies are aware that their live chat user experience is not good enough. ^[9]
As little as 29% of customers think scripted, impersonal responses are the most annoying live chats that exist. ^[9]
38% of companies think their customers are most annoyed by scripted responses. ^[9]
Almost a quarter of consumers (24%). ^[9]
Only 19% of companies think that their customers hate long waiting times the most when it comes to live chat support. ^[9]
As little as 9% of consumers believe that having to repeat something during a session is the most frustrating part of live chat experience. ^[9]
16% of companies say their customers are most annoyed by having to repeat themselves during a session. ^[9]
A whopping 95% of consumers say they would like slower support if it meant that the quality of help was better. ^[9]
A staggering 92% of customers feel satisfied when they use the live chat feature when communicating with companies, more than any other communication method. ^[9]
51% of customers prefer live chat because it allows them to multitask. ^[9]
21% of consumers like live chat because it helps them shop while they work. ^[9]
42% of customers say they prefer live chat over other support function due to one reason – no waiting. ^[9]
Over the course of 2016 and 2017, customer service interactions through channels such as phone and email dropped by 7% in the US. ^[9]
41% of customer service interactions in the US in 2017 involved voice, down from 51% in 2015 and 45% in 2016. ^[9]
A total of 59% of consumers would rather use customer service communication channels that don’t involve using their voice. ^[9]
At least 54% of retailers have offered live chat features on their websites as of 2017. ^[9]
In 2018, the aggregate customer satisfaction rate of live chat experiences based on post chat survey stood at approximately 83.1%, which was an increase of 2.5% from 2017. ^[9]
Live chat satisfaction scores are the highest for the transportation industry, standing at 93.2%. ^[9]
This is followed by healthcare and government, at 92.9% and 92.4%, respectively. ^[9]
Banking/finance and telecommunications industries record the lowest live chat satisfaction scores, standing at 80.7% and 81.1% respectively. ^[9]
In 2017, more than half of consumers (54%) halted all business with a company due to bad customer service, which was an increase compared to 2016 (49%). ^[9]
In 2018, the average customer satisfaction with live chat stood at 83%. ^[9]
More than half (51%). ^[9]
41% of U.S. and U.K. customers claim that customer support via social messaging platforms is somewhat important to becoming a repeat customer. ^[9]
Only 8% of U.S. and U.K. customers believe that customer social messaging support is not really important. ^[9]
59% of live chat interactions in 2018 involved chatbots in some way. ^[9]
Almost 27% of live chat scenarios in 2018 were fully handled by chatbots. ^[9]
Almost half of consumers (45%). ^[9]
At least 49% of all consumers contact customer service using automated channels. ^[9]
66% of all millennial customers have interaction with automated customer service channels at least one time per week. ^[9]
More than one third (33%) of all consumers and more than half (52%). ^[9]
This is a compound annual growth rate of 24.3%. ^[9]
Companies that scored 90% or higher on live chat customer satisfaction had an average wait time of 46 seconds. ^[9]
Companies that recorded 90% or higher live chat customer satisfaction rate had an average chat duration of 12 minutes and 26 seconds. ^[9]
This is 13% longer compared to those with the lowest scores. ^[9]
85% of live chat use goes to B2B sales, 74% to B2C sales, 67% to B2C support, and 66% to B2B support. ^[9]
It may sound unbelievable, but 26% of businesses believe they are not prepared to offer live chat support via public social media apps. ^[9]
On the other hand, as much as 40% of customers are not confident that they will get the needed help from live chat. ^[9]
Teams with over 50 agents get an average CSAT of 85.7%. ^[9]
A significant 44% of online customers state that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer to its visitors. ^[9]
A total of 63% of consumers are more likely to come back to a website that offers live chat. ^[9]
A grand total of 73% of customers were satisfied with their live chat experience compared to email which stands at 51% and phone that stands at 44%. ^[9]
77% of consumers are not willing to make a purchase on a website that does not have live chat support. ^[9]
Customers that engage in live chat sessions spend 60% more per purchase than those that do not engage in chatting. ^[9]
38% of customers stated that a great live chat session heavily impacted their decision to re. ^[9]
Additionally, visitors that chat are 2.8 times more likely to convert than those who do not engage in this form of communication. ^[9]
According to an infographic by Invespcro.com, top reasons why customers love live chat include79. ^[9]
Almost half of customers (46%). ^[9]
Almost one quarter (22%). ^[9]
A whopping 86% of customers are willing to pay more for better brand experience. ^[9]
On top of that, 77% of customers believe that it takes way too long to reach a live call center agent. ^[9]
A new report by Comm100 found that aggregate customer satisfaction rate for live chat increased for… [+] the first time in three years to 83.1%. ^[16]
Satisfaction scores were highest for the transportation (93.2%), healthcare (92.9%) and government/notforprofit (92.4%). ^[16]
The lowest scores were found in banking/finance (80.7%) and telecommunications (81.1%). ^[16]
In fact, according to the report, organizations that scored 90% or higher for customer satisfaction had an average wait time of 46 seconds while those with the lowest customer satisfaction had an average wait time of 25 seconds. ^[16]
The analysis found that organizations that achieved a 90% or higher customer satisfaction score had an average chat duration of 12 minutes and 26 seconds, 13% longer than organizations with lower scores. ^[16]
Nearly 52% of chat queries, or more than 23 million chats from the study, were initiated from a mobile device in 2018, up nearly 8% from 2017. ^[16]
Interactions that include cobrowsing – which allows the agent to view and interact with a customer’s web browser in real time – show customer satisfaction rates that are more than six points higher than the average, at 89.3%. ^[16]
Chatbots were involved in 59% of all chat interactions in 2018, while handling nearly 27% of total chats from start to finish without the need for an agent. ^[16]
According to Forrester , more than 41% of customers expect live chat on websites. ^[10]
On a global scale, 97% of consumers said that good customer service is important in choosing a brand to trust. ^[10]
Businesses started to make use of live chat support , especially in the US where 47.5% of the internet users prefer it over chatbots. ^[10]
Having this channel is important as 50% of users expect to see this feature on a site. ^[10]
Based on the live chat statistics 2020 of Finances Online, 67% of B2C businesses use live chat for customer support. ^[10]
74% of B2C and 85% of B2B utilize it for sales. ^[10]
91% of customers globally want real. ^[10]
Up to 21% of them prefer this channel as they can multitask while receiving the needed help from the agent. ^[10]
There is a continuously rising number of live chat users, which is now at 24%. ^[10]
companies and consumers are willing to embrace live chat, it is said that by 2021, it will be the top support channel with 71% believing in its capabilities. ^[10]
The no wait time (34%), the convenience (26.9%). ^[10]
Chatters spend 60% more per transaction than non. ^[10]
A proof that consumers nowadays prefer live chat over phone support is the statistics showing that 82% of customers are satisfied with their live chat experience. ^[10]
The customer satisfaction rate on live chat stood at 83.1% and is continually rising. ^[10]
The Philippines at 91.71%, Thailand with 89.39%, and Australia at 87.46% are the top three countries in terms of live chat customer satisfaction. ^[10]
It is proven that 62% of customers are expecting to see a live chat feature available on mobile devices. ^[10]
82% of them would gladly use it, proof that this support tool is effective and helpful to consumers. ^[10]
83% of consumers even said they are willing to shift providers as long as they get a better customer experience. ^[10]
In a study conducted by Software Advice , 46% of respondents said that they have used live chat once on a website. ^[10]
37% have tried using it a few times for good customer service experience. ^[10]
And 38% of them become customers after getting help through live chat, giving you more reason to make use of it. ^[10]
One of the reasons why 79% of online users admitted that they prefer live chat is because they get quick answers to their concerns. ^[10]
51% of online consumers love the fact that through live chat, they can shop or do whatever they want during the conversation. ^[10]
46% agreed that live chat is the most efficient communication method. ^[10]
63% of millennials prefer live chat than the traditional channels. ^[10]
Live chat increases the customer retention rate by 5% as it creates more satisfied customers. ^[10]
73% of customers agreed that valuing their time is one of the most important things businesses should consider. ^[10]
When used properly, live chat for customer service can bring you 120% ROI with payback in only 6 months Remember that having a live chat feature is not enough. ^[10]
Live chat has the ability to create a positive impact in terms of customer loyalty, sales, and revenue as 79% of companies said. ^[10]
If a company offers live chat support, 38% of consumers are more likely to trust and purchase from the brand. ^[10]
It is while having the possibility of 51% of customers returning. ^[10]
29% of customers who have a good live chat experience would recommend the brand to their family, friends, or colleagues. ^[10]
Companies reported a 34% improvement in customer satisfaction rate and 2.6% in customer care costs. ^[10]
All of the statistics mentioned above may lead to an increase in revenue and profits by 25% to 95% based on the Harvard Business School Report. ^[10]
Chat volumes are projected to grow at a compound annual growth rate of 24% from 2014 to 2018. ^[0]
53% of customers would prefer to use online chat before calling a company for support. ^[0]
Chat has become the leading contact source within the online environment, with 42% of customers using chat versus email (23%) or other social media forum (16%). ^[0]
62% of customers expect live chat to be available on mobile devices, and if available, 82% would use it. ^[0]
Live chat has the highest satisfaction levels for any customer service channel, at 73%, compared with 61% for email and 44% for phone. ^[0]
72% of customers are satisfied or very satisfied with their customer support experience when shopping online, but the level of satisfaction increases to 92% when live chat is used on a mobile device. ^[0]
Of those who prefer live chat, 79% said they did so because they get their questions answered quickly, 51% did so because they could multi task, and 46% agreed it was the most efficient communication method. ^[0]
20% greater annual improvement in customer contact abandonment rate. ^[0]
For customers who chat prior to making a purchase, there is a 10% increase in average order value, a 48% increase in revenue per chat hour, and a 40% conversion rate. ^[0]
Internet shoppers are more likely to be from a household making more than $50,000 per year, more likely to be frequent shoppers, and far more likely to spend more per year than other shoppers. ^[0]
Millennials are the largest and fastest growing segment of customers, and they are the heaviest users 63% of millennials prefer to have their basic customer support questions answered by chat versus traditional channels. ^[0]
Millennials are 20% more likely than baby boomers to prefer live chat, citing convenience and limited hold time as their top reasons for using live chat. ^[0]
Live chat costs businesses 15% to 33% less than implementing phone support. ^[11]
Live chat boosts conversions by 20%. ^[11]
71% of consumers are willing to use messaging to get customer support. ^[11]
Of the users who prefer chat support, 79% do so because they can get help immediately. ^[11]
38% of customers actually end up making a purchase because of a live chat encounter. ^[11]
However, 21% of the requests for live chat support go ignored. ^[11]
Meanwhile, 39% employ around 2–5 analysts. ^[11]
71% of customers have said they would readily use messaging to get customer support. ^[11]
In general, Millennials are 20% more likely to use chat to seek out customer support than their Baby Boomer counterparts. ^[11]
When it comes to the quality of information users get from live chat, people cited that they find repeated information disappointing—33% of them to be exact. ^[11]
Moreover, 19% are dissatisfied with slow response times. ^[11]
According to the latest eCommerce statistics, a whopping 92% of customers all say they would stop doing business with a brand in the case of a negative experience. ^[11]
For sales and support, this goes for around 60% of consumers. ^[11]
Another 51% stated it was because engaging in live chat allowed them to get other things done simultaneously. ^[11]
The percentage is lower, but 53% of consumers also consider the business website their go. ^[11]
Another 39% still prefer engaging over the phone. ^[11]
However, in the battle of live chat and self help service, live chat is the undisputed winner, with 68% of Americans favoring this communication channel over FAQs and guided support. ^[11]
And a huge 82% of these customers have asserted that they would readily make use of the feature. ^[11]
The same report found that customer satisfaction went up by 34%. ^[11]
Experts had predicted that 85% of consumers would get support with no human interaction in 2020. ^[11]
On the flip side, according to a live chat study by Forrester Research, 57% of customers will abandon a purchase due to a slow response time. ^[11]
As far as brand perception goes, 77% of the consumers using the feature state that they develop a positive opinion of the businesses that make this method of communication available. ^[11]
Gartner found that there was a 12% decrease in phone call queries for companies who use live chat. ^[11]
Additionally, Forrester found data supporting a 70% drop in businesses’ overall cost per transaction. ^[11]
Relatively, E tailing Group discovered that American consumers interacted 59% more with brands using live chat. ^[11]
52% saw it as an efficient communication channel, while 77% said the chat representatives’ answers were satisfactory. ^[11]
Another 48% would be more likely to return to websites with chat support, and 41% trust the brand more when this option is available. ^[11]
According to 29% of shoppers, they’re also more likely to make a purchase when they see that a business offers live chat at all. ^[11]
According to the latest live chat conversion statistics, email has a customer satisfaction rate of 61%, while phone support is the least popular, with a rate of only 44%. ^[11]
Back in 2016, only 5% of businesses used chatbots. ^[11]
An additional 20% of companies had begun piloting chatbots, and another 32% had future plans to use them. ^[11]
Chat statistics for businesses reveal this to be equivalent to a compound annual growth rate of over 24%. ^[11]
In line with this growth of the live chat industry, organizations that implemented chatbots or virtual customer assistants report 70% fewer queries by phone, chat, or email. ^[11]
Another report by Gartner supports this and predicts that 20% of brands will abandon mobile apps altogether this year. ^[11]
According to Forrester, 50% of adults will abandon a purchase if you can’t give them a quick answer to their question. ^[17]
A poll conducted by Anderson Consulting showed that 62% of online customers would buy more products if live chat and support were available. ^[17]
In another instance, eDigital found that live chat had a 73% customer satisfaction rate, higher than any other servicing channel. ^[17]
Chatters tend to spend 60% more per purchase according to an Invesp survey. ^[17]
If a visitor engages with a live chat agent, they’re 2.8 times more likely to end up purchasing a product. ^[17]
In fact, 38% of customers reported making a purchase after having a good session with a live chat agent. ^[17]
In the same Invesp survey, 44% of respondents stated that having questions answered in real time during a purchase activity is the most important feature a website can offer. ^[17]
Adding a live chat feature on a website will typically lead to a 20% increase in conversion rates. ^[17]
There are only a smaller number of customers using this method (just 24% said they have used live chat in the past year). ^[18]
Phone and SMS are currently the lowest rated customer service touch points, with 44% and 41% respectively. ^[18]
For example, BoldChat found that 31% of online shoppers from both the US and UK saying they would be more likely to purchase after a live chat. ^[18]
Of those who prefer live chat, 79% said they did so because they get their questions answered quickly and 46% agreed it was the most efficient communication method. ^[18]
In the U.S., customer service interactions via legacy channels like phone and email fell by 7% over the course of 2016 and 2017. ^[3]
91% of customers on a global level found cobrowsing, feature quite helpful as it assists them in getting a stepby step guide on completing a process. ^[3]
Live chat increases conversions by 20%. ^[3]
42% of customers would stop using a brand if the company didn’t have a real time customer support line. ^[3]
120% ROI from customer service chat with a payback period of 6 months. ^[3]
63% of millennials prefer to have their basic customer support questions answered by chat versus traditional channels. ^[3]
Nearly 52% of chat queries were initiated from a mobile device in 2018, an increase of around 8% from 2017. ^[3]
Did you know that 73% of customers find live chat to be the most satisfying way of communicating with a business whereas 63% of consumers are more likely to return to a website that offers live chat. ^[12]
38% of customers have said that they have made a purchase due to a good live chat session itself. ^[12]
Chatters are 2.8x more likely to convert than visitors who don’t chat Top Reasons why Live Chat is. ^[12]
Better information than if I emailed29%. ^[12]
Can chat while I’m at work21%. ^[12]
Better information than if I called15%. ^[12]

I know you want to use Live Chat Software, thus we made this list of best Live Chat Software. We also wrote about how to learn Live Chat Software and how to install Live Chat Software. Recently we wrote how to uninstall Live Chat Software for newbie users. Don’t forgot to check latest Live Chat statistics of 2024.

Reference

icmi – https://www.icmi.com/resources/2015/the-stats-behind-chat-its-popular-and-growing.
99firms – https://99firms.com/blog/live-chat-statistics/.
freshworks – https://www.freshworks.com/live-chat-software/live-chat-support/live-chat-statistics-blog/.
proprofschat – https://www.proprofschat.com/blog/live-chat-statistics/.
superoffice – https://www.superoffice.com/blog/live-chat-statistics/.
techjury – https://techjury.net/blog/live-chat-statistics/.
liveagent – https://www.liveagent.com/blog/live-chat/40-live-chat-statistics-you-must-know-in-2020-and-beyond/.
revechat – https://www.revechat.com/blog/live-chat-statistics/.
gorgias – https://www.gorgias.com/blog/live-chat-statistics.
ltvplus – https://www.ltvplus.com/live-chat/live-chat-statistics-insights-to-help-you-succeed-in-2020/.
magellan-solutions – https://www.magellan-solutions.com/blog/live-chat-statistics-2020/.
websitebuilder – https://websitebuilder.org/blog/live-chat-statistics/.
invespcro – https://www.invespcro.com/blog/live-chat-customer-support/.
helpscout – https://www.helpscout.com/blog/live-chat-statistics/.
softwareadvice – https://www.softwareadvice.com/resources/live-chat-statistics/.
kayako – https://kayako.com/live-chat-software/statistics/.
forbes – https://www.forbes.com/sites/dangingiss/2019/02/20/customer-satisfaction-with-live-chat-is-on-the-rise/.
campaignmonitor – https://www.campaignmonitor.com/resources/knowledge-base/how-much-does-live-chat-increase-conversions/.
econsultancy – https://econsultancy.com/consumers-prefer-live-chat-for-customer-service-stats/.

How Useful is Live Chat

One of the biggest advantages of live chat is its immediacy. Customers no longer have to wait for an email response or endure long hold times on the phone. With live chat, they can quickly connect with a customer service representative and get their questions answered in a matter of seconds. This instant gratification can lead to increased customer satisfaction and loyalty, as customers feel valued and appreciated when their concerns are addressed promptly.

Moreover, live chat is a great tool for resolving issues quickly and efficiently. Customer service agents can troubleshoot problems in real-time, guiding customers through complex processes or providing step-by-step instructions. This rapid problem-solving can prevent frustrations from escalating and ultimately lead to a smoother customer experience.

Live chat also offers a level of convenience that surpasses other communication channels. Customers can multitask while chatting with a representative, making it easy to get assistance while still attending to other responsibilities. Additionally, live chat transcripts are often saved for future reference, allowing customers to revisit conversations and easily pick up where they left off if needed.

Furthermore, live chat can be a valuable tool for businesses to gather feedback and insights from customers. By engaging in real-time conversations, companies can learn more about their customers’ needs, preferences, and pain points. This information can be invaluable for personalizing the customer experience, improving products or services, and making informed business decisions.

In addition to its benefits for customers and businesses, live chat can also have a positive impact on employee productivity. Customer service agents can handle multiple chat conversations simultaneously, reducing average handling times and allowing them to assist more customers in a shorter amount of time. This efficiency can lead to cost savings for businesses and create a more streamlined customer service operation.

However, live chat is not without its challenges. One of the main criticisms of live chat is the potential for miscommunication. Without the tone of voice or visual cues present in face-to-face interactions, messages can be misinterpreted, leading to misunderstandings or frustration on both sides. Additionally, language barriers or technical issues can further complicate communication and potentially hinder the effectiveness of live chat.

Furthermore, staffing live chat efficiently can be a challenge for businesses, especially during peak hours or periods of high volume. Long wait times or unavailable agents can frustrate customers and diminish the benefits of live chat as a quick and convenient communication channel.

Overall, live chat is a valuable tool for businesses looking to provide exceptional customer service and improve customer engagement. Its immediacy, convenience, and efficiency make it a preferred communication channel for many customers. However, businesses must be mindful of the potential challenges and pitfalls associated with live chat in order to maximize its usefulness and deliver a positive customer experience.

In Conclusion

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Live Chat Statistics 2024 – Everything You Need to Know