Live Chat Statistics


Steve Goldstein
Steve Goldstein
Business Formation Expert
Steve Goldstein runs LLCBuddy, helping entrepreneurs set up their LLCs easily. He offers clear guides, articles, and FAQs to simplify the process. His team keeps everything accurate and current, focusing on state rules, registered agents, and compliance. Steve’s passion for helping businesses grow makes LLCBuddy a go-to resource for starting and managing an LLC.

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Live Chat Statistics 2023: Facts about Live Chat outlines the context of what’s happening in the tech world.

LLCBuddy editorial team did hours of research, collected all important statistics on Live Chat, and shared those on this page. Our editorial team proofread these to make the data as accurate as possible. We believe you don’t need to check any other resources on the web for the same. You should get everything here only 🙂

Are you planning to form an LLC? Maybe for educational purposes, business research, or personal curiosity, whatever the reason is – it’s always a good idea to gather more information about tech topics like this.

How much of an impact will Live Chat Statistics have on your day-to-day? or the day-to-day of your LLC Business? How much does it matter directly or indirectly? You should get answers to all your questions here.

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

Top Live Chat Statistics 2023

☰ Use “CTRL+F” to quickly find statistics. There are total 293 Live Chat Statistics on this page 🙂

Live Chat “Latest” Statistics

  • When it comes to what customers prefer, email comes in third with 23%, followed by a phone conversation with 32%, and social media with 3%.[1]
  • 24% of consumers are irritated by the long wait times, while 29% find scripted replies to be the most aggravating.[1]
  • 41% of people choose this alternative, according to live chat support data, mostly because they will find the solution to their issue quickly.[1]
  • Some estimates put the cost of call center help over the phone at $12 per call as opposed to $5 for a web chat.[1]
  • According to studies, 60% of consumers want a response time of no more than 10 minutes after contacting customer care service.[1]
  • 4% believe consumers prefer email for communication, while 9% believe the same about social media.[1]
  • Apparently, 61% of consumers under 24 would purposefully avoid calling businesses to get assistance.[1]
  • Desktop visitors make purchases 14% of the time on average, compared to 7% of mobile chatters.[1]
  • According to research respondents’ responses, 82% of consumers give the same significance to inquiries about sales or interaction with the marketing staff.[1]
  • 44% of respondents think that a website’s finest feature would be the ability to get real-time responses to their inquiries.[1]
  • For websites with live chat help, 38% of visitors are likely to make their first purchase.[1]
  • 55% of businesses don’t provide transcripts after the chat concludes or solicit user input from 45% of users.[1]
  • According to live chat adoption data, B2B has nearly twice as many users as B2C and for comparison, the client adoption rate for B2C is 33%.[1]
  • According to data on customer involvement with live chat, 42% of users said that this is their favorite means of providing contact information, making it the most effective lead-generation strategy in this area.[1]
  • According to live chat statistics, the inclusion of a chat widget raised the average order value by 43% during the checkout process.[1]
  • Magellan GPS reduced phone support from 66.9% to 33.1% by directing the majority of incoming support inquiries to live chat.[1]
  • According to live chat sales data, 51% of consumers will likely make another purchase from a business that offers live chat.[1]
  • 63% of customers stated they would happily visit an online store that featured live chat.[1]
  • According to a report, buyers who contact the business through live chat will spend 60% more on each shopping cart than the rest.[1]
  • Further research reveals that 38% of clients placed a purchase as a result of a live chat agent’s favorable impression.[1]
  • Tech-savvy clients are more accustomed to messaging systems, and research reveals that 79% of them prefer live chat since it provides fast access to customer service.[1]
  • According to the most recent live chat data, 63% of millennials prefer live chat over more conventional forms of customer assistance when they have queries addressed.[1]
  • 38% of consumers often purchase a product after a satisfying and interesting interaction with real.[1]
  • Although 42% of companies think that consumers prefer phone conversations, 41% of customers prefer live chat.[2]
  • In 2019, 74.5% of live conversations were transmitted from mobile devices, an 82% increase from 2018.[2]
  • According to a recent study, 41% of customers think chatbots and AI might improve their customer experience.[2]
  • 26% of companies feel unprepared to provide live chat help using open social media platforms.[2]
  • A recent study found that live chat employees typically spend 52 seconds to reply to a customer’s query.[2]
  • According to Comm100’s yearly research, consumer satisfaction ratings dropped by 3.38% in 2017 compared to 2016.[2]
  • When compared to January to March 2020, the average number of live conversations each month grew by 23% from April to August 2020.[2]
  • 80% of all customer complaints can be resolved entirely by chatbots without the use of a human representative.[2]
  • Without the aid of a human person, chatbots were able to answer 82% of frequent consumer questions.[2]
  • According to Comm100 2020 during the epidemic, businesses that used live channels resolved 32% more tickets.[2]
  • 70% of customers still prefer human agents to AI technology despite the popularity of chatbots.[2]
  • Since the pandemic started, eCommerce users have increased their usage of messaging services like WhatsApp by 352% compared to pre-pandemic levels and SMS text messaging by 102% compared to other customer care channels.[2]
  • According to Forbes in 2019, 69% of customers prefer utilizing chatbots since they make communicating with companies more effective.[2]
  • Customer satisfaction scores increased globally, rising from 80.68% in 2017 to 83.1% in 2018.[2]
  • Just 14% of US online shoppers anticipate that dealing with chatbots would be beneficial, and only 8% said that they anticipate a very beneficial engagement.[2]
  • By 2020, according to a prediction made by IBM in 2017, 80% of all customer support interactions will take place without the need for human agents.[2]
  • The real estate sector had the greatest worldwide live chat customer satisfaction rating in 2019 (98.56% ), followed by the transportation sector (90.86% ), technology (90.13% ), business services (89.57% ), and education (86.79% ).[2]
  • 94% of consumers believe that businesses that provide positive customer experiences on messaging platforms are more likely to see repeat business.[2]
  • 63% of customers who spend between $2 and $500 per month online are more inclined to make a purchase from and stick with a company that provides live chat service.[2]
  • In the year 2021, 19% of companies have reported that consumers are irritated by lengthy wait times.[2]
  • In the year 2021, 87% of customers believe that businesses should work more to provide a consistent customer experience, particularly because 54% of them often base their buying choices on their overall experience.[2]
  • When human agents and chatbots collaborated, 88% of consumer inquiries were answered.[2]
  • According to Conversocial in 2020, 71% of buyers said they would happily employ a chatbot to enhance their shopping experience.[2]
  • According to Nuance Communications in 2019, due to a lack of cross-departmental cooperation, 38% of businesses fail to deliver exceptional customer service.[2]
  • Long wait times are seen as the biggest cause of dissatisfaction by 24% of shoppers.[2]
  • Customers see retailers that utilize chatbots as efficient (47% ), inventive (40% ), and helpful (36% ).[2]
  • According to Kayako in 2021, 43% of companies are aware that the user experience they provide is inadequate.[2]
  • According to Kayako in 2021, more attentive live chat help means better service, 95% of customers prefer it.[2]
  • When the epidemic first started, more than twice as many calls—more than 20% —as typical were classified as challenging.[2]
  • In North America, the number of customer support tickets during the pandemic was 16% higher than pre-pandemic levels.[2]
  • According to Zoho in 2018, 31% of B2C firms and 54% of B2B enterprises utilize live chat for marketing.[2]
  • According to Zoho in 2018, additional live chat was deployed by 25% of firms while they were under a year old and 30% of enterprises when they were over 10 years old.[2]
  • 20% of customers have complained to friends or coworkers about an unpleasant live chat encounter.[3]
  • Customers are more likely to stick with brands, spread good word of mouth, and spend up to $500 more each month with companies that provide simple live chat experiences.[3]
  • About 63% of consumers who spend $250 – $500 or more per month online will almost certainly make a purchase from businesses that provide live chat.[4]
  • According to Zendesk’s benchmark snapshot, the pandemic caused a 20% rise in the number of support requests.[4]
  • According to data on cart abandonment, 53% of consumers who leave their carts empty do so because they can’t locate the answers to their questions.[4]
  • Live chat is used for sales by 85% of B2B organizations and 74% of B2C businesses.[4]
  • Poor live chat user experience is what aggravates 38% of consumers the most.[4]
  • According to the Global State of Customer Service Report of Microsoft, 90% of Americans consider a company’s customer service when selecting whether or not to do business with it.[4]
  • Just 31% of B2C and 54% of B2B utilize live chat for marketing.[4]
  • According to HubSpot’s study on the acquisition, 93% of consumers may make further purchases from businesses that provide exceptional customer service.[4]
  • 58% of American customers would transfer firms as a result of poor customer service.[4]
  • According to Comm100s guide to live chat article, 51.68% of live chats were started by mobile devices.[4]
  • 73% of those who use live chat are satisfied, compared to 61% who use email and 44% who use phone assistance.[4]
  • In a study on the advantages of live chat for companies within a year of deploying live chat, 43% of organizations assert that they have a better understanding of their clients.[4]
  • Businesses report that 38% of customers regard their pre-written replies to be the most annoying.[5]
  • One of the most crucial services a website can provide, according to 44% of online shoppers, is the ability to speak with a real person when making a purchase.[5]
  • The biggest issue with chatbots, according to 47.5% of U.S. internet users, is that they often provide useless replies.[5]
  • When a company’s customer service is better tailored to its customer’s needs and interests, 52% of consumers say they have a more favorable opinion of the business.[5]
  • The majority of consumers—63% —who spend between $250 and $300 per month online are more likely to make purchases from and stick with businesses that provide live chat service.[5]
  • 72% of consumers now anticipate that a customer care representative will automatically and immediately know their contact information, product information, and service history when they connect with them.[5]
  • 75% of those who responded to the study said they would rather use live chat than phone to talk with an agent.[5]
  • Customers choose live chat over other methods 79% of the time because of the immediacy it provides.[5]
  • Offering a personalized client experience is a priority for their staff, according to 84% of firms.[5]
  • A poll indicates that 46% of clients prefer live chat, 29% prefer email, and just 16% use social media.[5]
  • These statistics show that since 2012, a significant number of users have switched from competitive channels to live chat assistance.[5]
  • In addition to the two measures mentioned above, live chat is known to enhance cross-selling and sell-up income by 2.4 times annually, reduce the rate at which customers leave contact with businesses by 20%, and dramatically raise agent utilization rate by 9.3 times annually.[5]
  • Customer care expenditures rose 26 times and customer satisfaction scores rose by 34%.[5]
  • Live chat customer happiness is second only to phone assistance, which has a 91% satisfaction rating.[5]
  • Customers like it, and according to experts, live chat use increased to 87% between 2017 and 2018.[5]
  • According to data on branding, 89% of marketers say raising brand recognition is their primary objective.[5]
  • If a website does not provide live chat, 37% of users are less inclined to visit it again.[5]
  • Live chat assistance has surpassed phone support, and just 23% of consumers prefer email.[5]
  • Just 10% of businesses use live chat as their main or secondary form of communication.[5]
  • According to data on live chat conversions, introducing live chat to your website may increase conversions by 12%.[5]
  • A live person answering their queries, according to more than 44%, is one of the most crucial elements an online store can provide.[5]
  • Only 33% of purchasers of live chat software are B2C clients; the remaining clients are B2B and charitable organizations.[5]
  • Only 35% of respondents believe customers prefer live chat to other forms of customer assistance.[5]
  • Live chats are more popular because there are no wait times (34% ), and they are more convenient (26.9% ).[5]
  • 40% of customers are unsure they will get the assistance they need in a fair length of time after initiating a live chat.[5]
  • 26% of firms claim they aren’t ready to provide clients with an online conversation via social media.[6]
  • 40% of businesses in the U.S., Europe, and China employ live chat software.[6]
  • According to 42% of website visitors, a business is more reliable if it provides live chat help.[6]
  • Live chat, according to 44% of users, is the most beneficial function a business can provide on its website.[6]
  • 72% of consumers anticipate the live chat assistant to already be familiar with their contact information and past purchases.[6]
  • Customers claim to utilize live chat 79% of the time to receive prompt answers to their inquiries.[6]
  • Nearly 2% of communications are proactive discussions that an agent starts rather than a consumer.[6]
  • Nearly 80% of businesses claim that live chat has boosted sales income and client loyalty for their operation.[6]
  • The satisfaction rate for chatbots is somewhat higher (87.58% ) than the satisfaction rate for conversations that had to be transferred to a real customer care agent (85.8% ).[6]
  • The average wait time was 1 minute 32 seconds vs 30 seconds for businesses with a CSAT score of above 90%.[6]
  • Businesses that provide chat help often spend 15% to 33% less than those that offer phone service.[6]
  • Customers are 82% more likely to make a purchase after interacting with a live chat representative.[6]
  • A consumer is 53% more likely to give up on their online purchases if they can’t locate the solution to their issue.[6]
  • Implementing live chat software may improve revenue for the business by 48% every conversation hour.[6]
  • Out of all nations, Mexico has the greatest live chat customer satisfaction rating (94.11%), followed by Australia (93.59%), and Canada (88.36%).[6]
  • More than 95% of consumers feel that speed is less essential than the quality of service they get during live chat.[6]
  • Companies spoke for 10 minutes 57 seconds on average in 2020, an 18% increase over the prior year.[6]
  • 77% said the chat representatives’ responses were adequate, and 52% thought it was an effective avenue for contact.[7]
  • 29% of consumers say that seeing that a company provides live chat at all increases their likelihood of making a purchase.[7]
  • Around the globe, there are more than 5 billion users of mobile devices, according to data on mobile marketing.[7]
  • A staggering 92% of consumers said they would discontinue doing business with a company if they had a bad experience, according to the most recent eCommerce data.[7]
  • Email support has a customer satisfaction score of 61%, while phone assistance is the least preferred option with a rate of just 44%, according to the most recent live chat conversion data.[7]
  • QuickSprout discovered evidence that points to a 70% decrease in organizations’ average cost per transaction.[7]
  • 20% more businesses had started testing chatbots, and another 32% planned to do so in the future.[7]
  • 48% of users would return to websites more often if they offered live chat help, and 41% would have higher levels of brand trust.[7]
  • In terms of brand perception, 77% of users of the function say they have a favorable view of the companies that provide this channel of contact.[7]
  • According to chat data for enterprises, this equates to a compound annual growth rate of more than 24%.[7]
  • In 2020, experts anticipated that 85% of customers will get assistance without human involvement.[7]
  • In comparison to baby boomers, millennials are 20% more likely to utilize chat to get customer service.[7]
  • Organizations that have adopted chatbots or virtual customer assistants VCAs report 70% fewer inquiries via phone chat or email, which is consistent with the expansion of the live chat business.[7]
  • 79% of consumers choose chat support over other options because they can obtain assistance right away.[7]
  • A delayed response time caused 57% of buyers to cancel a transaction, according to a live chat survey by QuickSprout research.[7]
  • According to research by E-tailing Group, live chat interactions between American consumers and companies increased by 59%.[7]
  • 33% of customers said that they find repeated information to be unsatisfactory when it comes to the quality of information they get via live chat.[7]
  • According to a recent Comm100 research, the overall live chat customer satisfaction percentage improved to 83.1% for the first time in three years.[8]
  • In 2018, 59% of all chat engagements were handled by chatbots, which also handled roughly 27% of all conversations from beginning to end without the assistance of a human.[8]
  • Customer satisfaction percentages in interactions including co-browsing, which enables the agent with authorization to monitor and interact with a customer’s web browser in real-time, are more than six points higher than the norm at 89.3%.[8]
  • In 2018, more than 23 million talks, or over 52% of all chat questions, were started from a mobile device, an increase of about 8% from 20.17.[8]
  • The industries with the greatest satisfaction rates were transportation (93.2% ), healthcare (92.9% ), and government/non-profit (92.4% ).[8]
  • The study discovered that companies with customer satisfaction levels of 90% or above had average conversation durations of 12 minutes and 26 seconds, which is 13% longer than those with lower scores.[8]
  • The industries with the worst results were banking and finance (80.7% ) and telecommunications (81.1% ).[8]
  • Within a year of deploying live chat, 43% of organizations assert that they have a better knowledge of their clients.[9]
  • Live chat and messaging, according to 44% of customer service executives worldwide, were essential for them to keep up service levels throughout the pandemic.[9]
  • 67% of millennials said they would buy goods or services from companies that use chatbots for customer care.[9]
  • By the year 2022, chatbots are anticipated to handle 74.9% of banking and healthcare inquiries.[9]
  • While Twitter and Facebook messenger use fell by 20% globally, the use of WhatsApp for customer assistance increased by 21.9%.[9]
  • 73% of customers who use live chat help are satisfied, compared to 44% who use phone assistance and 61% who use email.[9]
  • Shuttle Delivery has reduced its resolution time by 80% and currently answers 80% of their inquiries immediately in the Freshchat app.[9]
  • 85% of B2B organizations use live chat primarily for sales, while 66% use it mostly for support.[10]
  • Customers choose live chat above any other method of customer contact for a variety of reasons, including the absence of wait periods (34% ), which is one, and the enhanced convenience (26.9% ).[10]
  • Even if a website doesn’t support live chat, there’s a strong possibility that rivals are among the 85% of businesses expected to use it in 2022.[10]
  • According to 71% of respondents aged 16 to 24, would significantly enhance the customer experience.[10]
  • 38% of businesses agree that pre-written replies during live chat frustrate consumers the most.[10]
  • Only 23% of consumers say they prefer email for customer service, while 16% choose social media.[10]
  • According to research, 95% of consumers choose higher quality service above speed when using live chat applications.[10]
  • Approximately 50% of visitors from mobile devices to your website anticipate seeing a live chat option.[10]
  • According to statistics, 63% of customers who spend between $250 and $500 each month online are more devoted to businesses that provide live chat services.[10]
  • The market for live chat software is likewise growing at a 7.5% compound annual growth rate from 2017 to 2023.[10]
  • This information also reveals that visitors who interact in live chat are 2.8 times more likely to convert than those who do not.[10]
  • Compared to 22% of customers who had never used live chat, 40% of customers who do so are more likely to make an online purchase.[11]
  • If they can’t get rapid answers to their inquiries, 53% of consumers are likely to give up on their online transactions.[11]
  • 69% of U.S. internet adults say they make more purchases from merchants that provide reliable customer care both online and offline.[11]
  • Customers believe that respecting their time is the most crucial thing that businesses can do to provide them with excellent customer service (73% ).[11]
  • 95% of respondents said they would prefer delayed assistance if it meant getting better assistance.[11]
  • 69% of U.S internet adults, according to QuickSprout research, make more purchases from merchants that provide reliable customer service both online and offline.[11]
  • Another survey found that 38% of customers said they made their purchase as a result of the conversation itself and that 40% of customers who had used live chat were more inclined to do so than 22% of customers who had never used it.[11]
  • According to Comm100, interactions handled entirely by chatbots had slightly better satisfaction ratings (87.58% ) than those in which a human assistance representative had to be contacted when a chatbot was unable to provide an answer (85.8% ).[11]
  • Live chat sessions last longer for companies with satisfaction ratings over 90%, on average 11 minutes and 47 seconds as opposed to 8 minutes and 42 seconds for companies with satisfaction ratings below 90%.[11]
  • Even in 2010, 44% of online shoppers felt that one of the most crucial services a website might provide is the ability to have questions addressed by a live person while making an online purchase.[11]
  • In a Zoho research, 43% of businesses said that after utilizing live chat for a year, they had a better knowledge of their clients.[11]
  • Following phone service at 91%, live chat has the second-highest customer satisfaction ratings at 85%.[11]
  • The satisfaction rate for live conversations handled entirely by chatbots is somewhat higher (87.58% ) than the satisfaction rate for live chats that must be passed to a human service representative (85.8% ).[11]
  • Over the last several years, live chat has regularly ranked as the best customer service channel, with 41% of customers choosing live chat above all other channels.[11]
  • According to Comm100 research, chats lasted an average of 11 minutes and 47 seconds among businesses with customer satisfaction ratings over 90%.[11]
  • While those who are 18 to 34 years old are most likely to have utilized live chat often, people aged 35 to 54 and 55 reports using live chat for help 32.9% and 22.3% respectively.[11]
  • 36% of Gen Z users said they would contact a business through live chat if they had a customer service question.[12]
  • 71% of companies anticipate that by 2021, an online chat will outpace all other forms of communication.[12]
  • Compared to 61% of email users and 44% of phone users, 73% of consumers are pleased with their live chat experience.[12]
  • 79% of customers choose live chat assistance because they can obtain prompt answers to their issues.[12]
  • Customers who were aggressively asked to chat expressed satisfaction with the service in 94% of cases.[12]
  • The average wait time between a client starting a live chat request and being connected with a representative was 46 seconds, according to Comm100s in 2020.[12]
  • One of the finest values for a customer care channel, according to Startus Magazine, is live chat, which offers an average return on investment of roughly 30%.[12]
  • The average wait time for businesses with customer satisfaction scores of 90% or greater is 46 seconds, whereas the average wait time for businesses with the lowest customer satisfaction scores is 25 seconds.[12]
  • Those with customer satisfaction ratings of 90% or above had an average talk time of 12 minutes and 26 seconds, 13% longer than businesses with lower ratings.[12]
  • According to E-Tailing, 20% of people who shop prefer live chat over any other form of communication when contacting a store.[12]
  • According to QuickSprout, 38% of buyers said that the chat session alone was the reason they made their purchase.[12]
  • HubSpot customers under 24 say that they deliberately avoid phoning businesses, and 60% of millennials prefer live chat to other options.[12]
  • Customers choose live chat over other options 51% of the time, and 21% prefer it over other options so they may purchase while they work.[12]
  • The total cost per transaction decreased by 70% as a consequence of the installation of live chat.[12]
  • Customers who spoke with a representative before making a purchase had an average order value that was 10% more than those who didn’t.[12]
  • According to QuickSprout, if customers can’t get rapid answers to their inquiries, 53% of them are likely to give up on their online transactions.[12]
  • Zoho live chat is now used by 87% of businesses to communicate with website visitors in real-time.[12]
  • Consumers cited ease as the primary factor in their decision to utilize live chat as their preferred way of communication in 21% of cases, while 51% of customers use it because it helps them to multitask.[13]
  • Visitors to websites responded to 33% of proactive chats started by live chat operators without taking any specific action before being contacted.[13]
  • 42% of customers say they prefer live chat over other help methods.[13]
  • A real-time chat with a representative is seen by 44% of consumers as being a crucial feature of an online retail website according to QuickSprout[13]
  • 52% of consumers stated they would likely abandon an online purchase if they could not discover their queries’ answers soon enough.[13]
  • 54% of U.S. internet shoppers anticipate that their encounters with chatbots would adversely impact their quality of life. Forrester.[13]
  • 59% of people prefer using other channels than their voice to engage with customer service enterprise insiders.[13]
  • Customers under 24 say they avoid phoning businesses on purpose, and 60% of millennials prefer live chat over other forms of conventional media.[13]
  • Customers are more inclined to visit a website again if they can communicate with a professional in real-time, according to 63% of users according to Emarketer.[13]
  • According to a poll, 79% of contact centers claim they are unable to see the whole context of a customer’s interactions with various support channels.[13]
  • 80% of live chat agents had to go across different systems to obtain the information they need.[13]
  • 87% of businesses who used a live chat service did so to engage with visitors in real-time.[13]
  • When compared to other communication methods like phone, live chat is preferred by 92% of consumers.[13]
  • Another study revealed that, according to post-chat surveys, the consumer satisfaction percentage for live chat interactions grew from 80.6% in 2017 to 83.1% in 2018.[13]
  • In 2017, 44% of chat requests were started from a mobile device.[13]
  • According to research from BoldChat, 31% of US and UK online customers stated they would be more inclined to finish a purchase following a live chat.[13]
  • Compared to visitors who don’t utilize live chat, chatters are 28 times more likely to convert according to WhosOn.[13]
  • 63% of consumers, according to Emarketer, were more inclined to visit a website again if live chat was available.[13]
  • According to Goinflow, the use of live chat resulted in a 3.84% rise in conversion rates and a 6% gain in total income.[13]
  • 45% of those 55 and older confessed to using live chat on a website at least once.[13]
  • In 2017, several service executives anticipated that live chat will increase by as high as 87%.[13]
  • If a business provides live chat help, 38% of customers are more inclined to make a purchase from it.[14]
  • Customers like live chat support 41% of the time, telephone assistance 32% of the time, email support 23% of the time, and social media platforms just 3% of the time.[14]
  • In the US, phone conversations accounted for 41% of customer support contacts in 2017, down from 51% in 2015 and 45% in 2016.[14]
  • A live chat function is expected by 50% of people who use the internet primarily on mobile devices, which demonstrates the value of live chat.[14]
  • 51% of customers are more inclined to stay with a business or make another purchase from it if it has a live chat support service.[14]
  • At least once a week, 66% of all millennial consumers contact automated customer support channels.[14]
  • Offering live chat functionality, according to 79% of organizations, has improved sales income and customer loyalty.[14]
  • Customers were overall 73% happy with their live chat experience as opposed to 51% and 44% for email and phone, respectively.[14]
  • One of the most essential services a website can provide to its users, according to a sizeable 44% of online shoppers, is the ability to ask questions and get real-time responses when making an online purchase.[14]
  • More than any other form of contact, live chat is used by consumers to communicate with businesses, and an astounding 92% of them report being happy.[14]
  • Customers are prepared to pay extra for a superior brand experience in a staggering 86% of cases.[14]
  • Almost all consumers—95% —say they would prefer delayed support if it meant that the assistance they received would be of higher quality.[14]
  • 14% of firms say that customers prefer email as a medium for customer support, while just 9% think that customers prefer social media for customer service.[14]
  • Visitors who chat have a 2.8 times higher conversion rate than those who do not use this mode of contact.[14]
  • Long waiting times, according to 24% of customers, are the largest issue with live chat assistance.[14]
  • As long as the service is efficient and of high quality in general, 45% of customers do not really care whether they speak with a human person or a chatbot.[14]
  • Nearly 50% of clients’ live chat is seen to be the most effective form of communication.[14]
  • 29% of consumers think that information obtained via live chat is of higher quality than that obtained through email correspondence.[14]
  • A chatbot or any other kind of live chat software is now obviously necessary, especially given that 79% of consumers say they appreciate it because of how immediate the responses they get from it are.[14]
  • Only 29% of consumers consider pre-written, impersonal replies to be the most unpleasant aspect of live conversations.[14]
  • Only 9% of customers say that having to repeat things during a session is the most annoying aspect of using live chat.[14]
  • The lowest live chat satisfaction levels are seen in the banking, finance, and telecommunications sectors, with 80.7% and 81.1%, respectively.[14]
  • The average session time for businesses with live chat customer satisfaction rates of 90% or above was 12 minutes and 26 seconds.[14]
  • Customers who participate in live chat sessions spend 60% more per transaction than those who do not.[14]
  • According to a post-chat study, the overall customer satisfaction percentage for live chat interactions in 2018 was about 83.1%, up 25% from 2017.[14]
  • Although it may seem unreal, 26% of companies feel unprepared to provide live chat assistance using open social media platforms.[14]
  • The most effective customer care channel is live chat, with satisfaction rates ranging from 73% to 81%.[14]
  • Up to 40% of clients lack confidence that live chat will provide the assistance they need.[14]
  • When it comes to live chat assistance, just 19% of businesses believe that their consumers dislike waiting periods the most.[14]
  • Only 8% of consumers in the US and the UK think that customer social messaging assistance is unimportant.[14]
  • In the US, customer support contacts by telephone and email decreased by 7% between 2016 and 2017.[14]
  • As long as they get superior customer service, 83% of customers even said that they would be open to switching suppliers.[15]
  • Statistics demonstrating that 82% of customers are pleased with their live chat experience provide evidence that consumers now prefer live chat over phone help.[15]
  • According to the Harvard Business School Report, all of the figures listed above might result in a 25% to 95% increase in sales and earnings.[15]
  • Furthermore, 38% of them become clients after receiving assistance via live chat, providing you even another incentive to employ it.[15]
  • According to 2020 Finances Online live chat statistics, 67% of B2C enterprises provide customer service through live chat.[15]
  • Businesses reported a 34% increase in customer satisfaction and a 26% decrease in customer care expenses.[15]
  • If a business provides live chat assistance 38% of customers are more inclined to trust the brand and make a purchase from it.[15]
  • In research by Software Advice, 46% of participants admitted to using live chat on a website once.[15]
  • According to 79% of businesses, live chat has the power to increase client loyalty, sales, and income.[15]
  • 97% of customers worldwide responded that picking a trustworthy brand is influenced by the quality of the company’s customer service.[15]
  • Live chat is preferred by 79% of internet consumers in part because they get prompt responses to their questions and concerns.[15]
  • The top three nations in terms of live chat customer satisfaction are the Philippines (91.71%), Thailand (89.39%), and Australia (87.46%).[15]
  • Customers like it for a number of reasons, including the lack of a wait time (34% ), and convenience (26.9% ).[15]
  • When companies respond to client inquiries within a minute, 59% of consumers are more inclined to make a purchase.[16]
  • In comparison to websites without live chat, 63% of users stated they were more inclined to return to those that did.[16]
  • When choosing a product or service, 66% of customers say a company’s reputation for providing excellent customer service is important.[16]
  • According to 73% of consumers, respecting customers’ time is the most crucial thing a business can do while offering customer care.[16]
  • 80% of US consumers said they would pay more for a product or service if it meant getting better customer service.[16]
  • Customer satisfaction via phone and email was only rated 61% and 44% satisfied, respectively.[16]
  • Chatbots may reduce customer support expenses for firms by providing answers to up to 80% of common inquiries.[16]
  • According to Emarketer, consumers responded that they are more inclined to visit a website again if it has a live chat (63% ).[16]
  • According to Emarketer, consumers will publicly discuss their bad customer service experiences 88% of the time.[16]
  • According to Emarketer, a live chat agent being accessible when making an online purchase, according to 44% of consumers, is one of the most crucial things a business can provide.[16]
  • According to QuickSprout, customers would utilize live chat if it was accessible on their mobile devices, with 82% expecting it to be.[16]
  • 49% of American customers moved businesses as a result of bad customer service.[16]
  • Hubspot how the consumer feels they are being treated accounts for 70% of the customer journey.[16]
  • 53% of consumers are likely to give up on their online transactions.[16]
  • Customer support contacts via traditional channels like phone and email decreased by 7% in the US.[16]
  • Compared to email and phone, live chat facilitates real-time communication with the company and yields satisfaction levels of 73% instead of only 61% and 44%, respectively.[16]
  • The use of live chat software by consumers as a means of communication with enterprises has a 73% satisfaction rating.[16]
  • According to data from Zendesk, 91% of customers are pleased with phone assistance, compared to 85% for chat help.[17]
  • According to statistics, 7.8% of customers will reply to a pop-up window inquiring if they need assistance.[17]
  • Boosting client retention by only 5% may boost profitability by at least 25%.[18]
  • After engaging in live chat, visitors are more likely to return to a website, and 62% of them could make another online purchase.[18]
  • By 2022, over 85% of companies will provide live chat help in some capacity.[18]
  • According to research, 79% of clients prefer live chat since it provides them with access to immediate assistance.[18]
  • According to research, live chat has a greater level of customer satisfaction than email (61%), and phone help (44%).[18]
  • 38% of customers, according to CrazyEgg, are more inclined to make a purchase from a firm if they provide live chat help.[19]
  • In contrast to just 61% of email users and a concerning 44% of phone users, Comm100 found that 82% of clients were happy with their live chat experience.[19]
  • According to research by Kayakor, 79% of firms indicated that using live chat enhanced customer loyalty, sales, and income.[19]
  • A startling 42% of customers choose live chat, while just 23% prefer email and 16% prefer social media or forums.[19]
  • A startling 46% of consumers prefer live chat over email, only 29% prefer it over social media, and just 16% prefer it over other digital contact methods, making it the most popular one for online shoppers.[19]
  • As a result, it is not surprising that 79% of consumers say they prefer live chat over other channels simply because of the immediacy it provides.[19]
  • According to the same research, live chat increases conversion rates by 40% and income per talk hour by 48%.[19]
  • 45% of businesses using chat don’t solicit consumer feedback and don’t understand how well they treat their clients.[19]
  • Customers prefer live chat over other channels like email or phone assistance, according to around 43% of respondents.[20]
  • About 58% of firms employ chatbots to speed up live chat responses and 43% utilize FAQ bots to address common inquiries.[20]
  • Customers claim that live chat options increase their likelihood of coming back to a website and that live chat widgets increase their likelihood of making a purchase by around 60% and 63%, respectively.[20]
  • Online chats that provide better customer service are seen as a sales driver by around 61% of businesses.[20]
  • According to a study by Allied Market Research, the market for live chat software would grow to 17 billion by the year 20.[20]
  • Digital consumers between the ages of 18 and 34 were 31% more likely than those between the ages of 35 and 54 to choose live chat as their preferred support channel.[20]
  • Around 85% of organizations plan to incorporate live chat options on their website as of 2022, which is a rather rapid pace of live chat adoption.[20]
  • Over the next ten years, the market for live chat technology is anticipated to expand at a compound annual growth rate of 88%.[20]
  • Despite the many advantages of live chat, more than 44% of online shoppers believe that having questions addressed by a live person when making a purchase is one of the most crucial services a website can provide.[20]
  • According to recent research by the American Customer Satisfaction Index, this figure is almost identical to the average satisfaction rating for live chat as a customer care channel (88%).[20]

Also Read

How Useful is Live Chat

One of the key benefits of live chat is its immediacy. Customers can connect with a live chat agent instantly and get their questions answered quickly. This is especially important in today’s fast-paced digital world, where consumers expect quick responses and immediate gratification. With live chat, customers don’t have to wait on hold or worry about their email getting lost in a sea of other inquiries.

Live chat also allows businesses to provide personalized assistance to their customers. Agents can see the customer’s browsing history and tailor their responses accordingly, offering specific product recommendations or troubleshooting advice based on the customer’s needs. This level of personalized support can help build trust and loyalty with customers, who are more likely to return to a business that provides excellent customer service.

Another advantage of live chat is its efficiency. Agents can handle multiple conversations at once, ensuring that customers don’t have to wait long for a response. This can help businesses save time and resources, as they can provide support to more customers in less time. Additionally, live chat transcripts can be saved and analyzed, providing valuable insights into customer behavior and preferences.

Live chat is also a cost-effective customer support solution for businesses. Compared to phone support, which can be expensive due to the need for a large team of agents and phone lines, live chat is more affordable and scalable. Businesses can easily add more agents during peak times or scale back during slower periods, ensuring that they are always able to provide support to their customers without breaking the bank.

However, live chat is not without its drawbacks. Some customers may prefer speaking to a live person over the phone, as they find it easier to communicate complex issues or emotions verbally. Additionally, the lack of non-verbal cues in live chat conversations can lead to misunderstandings or misinterpretations, especially when discussing sensitive topics or negotiating difficult situations.

Furthermore, some businesses may struggle to maintain quality control over their live chat agents, leading to inconsistent or incorrect information being provided to customers. Training and monitoring are essential to ensure that agents are knowledgeable, courteous, and able to resolve issues effectively.

In conclusion, live chat is a valuable tool for businesses looking to improve their customer support offerings. It provides a fast, personalized, and efficient way for customers to get assistance with their inquiries and makes it easier for businesses to engage with their customers. While live chat may not be suitable for every customer or situation, when executed correctly, it can help businesses build trust, loyalty, and satisfaction among their customer base.

Reference


  1. 99firms – https://99firms.com/blog/live-chat-statistics/
  2. financesonline – https://financesonline.com/21-essential-live-chat-statistics-analysis-of-trends-data-and-market-share/
  3. kayako – https://kayako.com/live-chat-software/statistics/
  4. popupsmart – https://popupsmart.com/blog/live-chat-statistics
  5. techjury – https://techjury.net/blog/live-chat-statistics/
  6. thrivemyway – https://thrivemyway.com/live-chat-stats/
  7. websitebuilder – https://websitebuilder.org/blog/live-chat-statistics/
  8. forbes – https://www.forbes.com/sites/dangingiss/2019/02/20/customer-satisfaction-with-live-chat-is-on-the-rise/
  9. freshworks – https://www.freshworks.com/live-chat-software/live-chat-support/live-chat-statistics-blog/
  10. gorgias – https://www.gorgias.com/blog/live-chat-statistics
  11. helpscout – https://www.helpscout.com/blog/live-chat-statistics/
  12. jivochat – https://www.jivochat.com/blog/sales/live-chat-statistics.html
  13. liveagent – https://www.liveagent.com/blog/live-chat/40-live-chat-statistics-you-must-know-in-2020-and-beyond/
  14. ltvplus – https://www.ltvplus.com/live-chat/live-chat-statistics-insights-to-help-you-succeed-in-2020/
  15. magellan-solutions – https://www.magellan-solutions.com/blog/live-chat-statistics-2020/
  16. revechat – https://www.revechat.com/blog/live-chat-statistics/
  17. servicebell – https://www.servicebell.com/post/live-chat-statistics
  18. softwareadvice – https://www.softwareadvice.com/resources/live-chat-statistics/
  19. superoffice – https://www.superoffice.com/blog/live-chat-statistics/
  20. tidio – https://www.tidio.com/blog/live-chat-statistics/

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