Live chat has become an integral part of online communication, offering instant support and assistance to users across various platforms.
Dive into the world of live chat statistics, where you’ll uncover fascinating insights into its usage, effectiveness, and impact on customer experience.
Explore how businesses utilize live chat to engage with customers, resolve queries, and drive sales. From response times to customer satisfaction rates, discover the metrics that shape the success of live chat support.
Explore the statistics and data related to this lively and engaging form of internet-based communication.
| Statistic | Value |
|---|---|
| Cost Efficiency of Chat Support | Companies with chat support pay roughly 15 to 33% less than those with phone support. |
| Decline in Phone Support Usage | Customer service using phone support dropped by 7%. |
| Customer Preference for Live Chat | 42% of customers prefer live chat over phone conversations because they don’t have to wait on hold for an agent. |
| Live Chat Satisfaction Rate | 73% satisfaction rate for live chat. |
| Millennials’ Preference for Live Chat | 63% of millennials prefer live chat for basic customer support queries. |
| Importance of Quick Response | 90% of customers consider a quick response critical when using live chat. |
| Ability to Multitask | 51% of customers appreciate the ability to multitask while using live chat. |
| Live Chat Software Market Projection | Projected to reach USD 1362.54 million by 2027. |
| Business Adoption of Live Chat | About 85% of businesses were expected to opt for live chat support in 2023. |
| Investment in Live Chat Support | 81% of customer service departments plan to invest more in live chat support in the future. |
| Mobile Engagement | Mobile chatters are 6.1 times more likely to convert compared to non-chatters. |
| Live Chat Tickets Ending with Satisfied Customer | 86% of live chat tickets end with a satisfied customer. |
| Impact on Sales, Revenue, and Customer Loyalty | 79% of businesses say offering live chat has positively impacted these areas. |
| Improvement in Conversions | Adding live chat can improve conversions by 12%. |
| Savings from Using Chatbots | Organizations saved an average of $300,000 in 2019 by using chatbots. |
| Immediate Response Expectation | Approximately 66% of customers expect an immediate response to their inquiries. |
| Resolution Speed | Most problems on live chat are resolved in 42 seconds. |
| Preference for Real-Time Online Chat | 42% of customers prefer this method of communication. |
| Annoyance with Scripted Experiences | 29% of customers find scripted live chat experiences annoying. |
| Use of Canned Responses | 69% of companies use canned responses in their live chat service. |
| Purchase Likelihood | 38% of consumers are more likely to buy from a company if they offer live chat support. |
| Customer Expectations for Live Chat | More than 30% of customers expect live chat on a website. |
Editor’s Pick: Live Chat Statistics
Source: Pexels
- In the United States, 69% of buyers want live chat options.
- For customers aged 18 to 49, live chat is the most popular service option.
- Around 73% of clients say live chat is the most convenient way to communicate with a business.
- Millennials are 20% more likely than other generations to use live chat.
- By 2023, the worldwide live chat industry is expected to be worth $987.3 million.
- Clients who have used live chat spend approximately 60% more per transaction than those who don’t.
- Conversion rates increase by 3.84% when using live chat.
- When compared to phone support, live chat costs 15-33% less.
- 73% satisfaction rate for live chat compared to 61% for email and 44% for phone support.
- 90% of customers consider a quick response critical when using live chat.
- 51% of customers appreciate the ability to multitask while using live chat.
- Mobile chatters are 6.1 times more likely to convert compared to non-chatters.
Metrics on Live Chat Adoption
Source: Pexels
1. 85% of Organizations Will use Live Chat Support
Despite the fact that it has been available for a long time, web chat customer support has only recently acquired traction. Digitalization is a typical driver of this expansion, with many organizations implementing technologies to automate their functions and increase efficiency.
Simultaneously, customer expectations are rising, and firms must respond to them. More tech-savvy customers are more accustomed to messaging systems these days, and studies show that 79% prefer live chat since it provides instant service. (Software Advice)
2. 60% of Customers Want Prompt Customer Service Responses
According to live chat data, many customers demand a maximum of 10 minutes of response or support after contacting customer service.
According to the survey respondents, 46% of customers value the same priority when interacting with the marketing staff. When customers contact the sales department, the percentage of ‘impatient’ clients is the highest—62 percent. (Hubspot)
3. 35% of firms Prefer Live Chat for Client Communication
There is an odd disconnect between what businesses believe their consumers seek & what consumers actually want. Just 35% of business owners think about offering online chat customer care.
On the other front, firms are adding more and more staff to their call centers with call operators, as 42% of companies believe this is what customers prefer. Another 14% believe clients prefer to contact each other via email, and 9% believe the same about social media. (Kayakoo)
4. Live Chat Increases Sales for Businesses
Live Chat Increases Sales for Businesses Serving Customers Who Spend $250-500 Monthly on the Internet.
They’re also much more likely to stick with this business. Furthermore, according to live chat sales figures, 51% of buyers will likely buy again from a firm with a live chat.
In comparison, 38% of customers are more likely to make their maiden purchase on a website that has a chat widget. As a result, 79% of businesses say that having this option has improved their sales, revenues, and even client relationships (Kayakoo)
5. Most 18 to 49-year-old Shoppers Prefer Live Chat as their Service Option
Indeed, 36.5% of women aged 18 to 29 in the United States have utilized it at least one time. Another 37.5% of individuals aged 30 to 39 had used it several times.
Despite this, only 62% of retailers used it on desktop sites in 2019 and only 55% on mobile sites.
According to Gartner, there are some shining instances of online messaging customer service. Home Depot is one of them, with Apple Business Chat enabling its SMS service. (eMarketer, Gartner)
6. Mexico has the highest live chat satisfaction rate at 94.11%
In addition, it has one of the lengthiest talk durations (21 mins & 12 secs). Canada and Australia aren’t far behind, according to live chat client satisfaction figures.
Customers in the United States are satisfied at roughly 88.36 percent, whereas customers in Australia are satisfied at 93.59 percent. With a satisfaction percentage of 94.11 percent, Mexico has the best live chat satisfaction rate.
Between 10 a.m. to 3 p.m. is the most preferred time to chat. As a result, 50% of overall live chat exchanges take place at this time. (According to Performance Magazine)
7. The Engagement Percentage for Chatter is 1.7% on Desktop and 1.4% on Mobile.
In fact, computer users will purchase 14% of the time on average, compared to 7% for mobile chatters. Apart from that, their online chat customer care interaction is far greater on the desktop.
When compared to mobile non-chatters, smartphone chatters are 6.1 times more inclined to convert. (Upscope)
8. Mobile Devices Accounted for 51.68% of all Chat Inquiries
According to live chat support statistics, this is a high increase of 7.9% year over year. To give you a better idea, we’re speaking about 23 million talks. This reflects a widespread change in the primary driver of live chat usage from desktop to mobile (or in general).
The most popular clients of the live chat via their smartphones were clients of recreational & consumer services. In 2018, the first category had 72% mobile usage, while the second had roughly 70 percent.
The transportation business has the lowest percentage (19%). (Comm100)
9. Approximately 2% of Customers Engage in Proactive Live Chat
When you consider that responsive chat engagement levels are greater, this isn’t much (up to 7.8 percent). Despite the enormous prospects for customers with proactive chat recommendations, they don’t seem keen to participate.
In a reactive chat, the typical live chat reply time for answering consumers’ questions is 23 seconds. Calculating the time for proactive discussion is more difficult. (Fair Trade Outsourcing)
10. 73% of Customers Prefer Live Chat as their method of Interaction with a Company
When compared to phone and email, 73% of clients were satisfied with live chat. In contrast, 51% were satisfied with their company’s email communication. Similarly, 44% felt exactly the same way about phone interactions with the company.
Meanwhile, live chat interaction statistics show that 42% of customers prefer this technique of submitting contact information, making it the most effective lead-generation strategy.
11. The majority of clients, 79%, Choose Live chat for Quick Responses to their Inquiries.
We can validate this by glancing at the live chat performance figures. This isn’t the only reason, though. For 51% of customers, multitasking is critical. Another 46% believe it is the most effective method of communication.
Next, 29% believe that information obtained in this manner is more accurate. While 22% dislike chatting on the phone, 21% can converse on the phone while at work. Lastly, as per live chat statistics, 15% of people thought the insight they acquired was more than if they had called.
12. Live Chat Boosts Sales and Product awareness, with 29% of Marketers using it for the Latter
Customer service via live chat encompasses the full customer journey. According to a survey, it is employed for marketing awareness in 29% of cases. In 39% of situations, conversion to possible leads occurs next. Around 32% choose early involvement, and 24% choose mid-stage engagement.
Finally, it’s a tool for completing deals in 18% of situations, while after-sales support is provided in 39% of cases.
13. Millennials are 20% More Likely than Baby Boomers to use Live Chat.
Additionally, this age group is the largest and fastest-growing customer sector. As a result, they are the people who utilize it the most, stating convenience as the primary reason.
According to the most recent live chat statistics, 63% of millennials prefer live chat to conventional forms of customer service for answering their inquiries. (ICMI)
14. 36% of Gen Z shoppers would contact customer care via live chat.
They will also be more inclined to use live chat customer service or WhatsApp via video. Apparently, 61% of clients under the age of 24 would intentionally avoid calling companies for help. (Agent in Charge)
15. Live chat users account for 61% of B2B users.
This is surprising, given that B2C consumers make up a larger segment of the market. According to live chat adoption data, B2B has nearly twice the base of B2C. Customers have a 33% adoption rate for B2C. Furthermore, B2G accounts for 2% of live chat users, while non-profit accounts for 5%. (Zoho)
16. By 2023, the worldwide live chat industry is expected to be worth $987.3 million.
During this time, the market will grow at a rate of 7.3 percent. As the customer-centric strategy gains traction, online chat customer support is becoming more prominent. Companies can obtain information about customer preferences in this way, which can help them increase sales and conversion rates.
As a result, the need for live chat software services is increasing. Customers’ real-time communication needs will keep driving this expansion and expand the opportunities for the live chat business. (Value Research Based on Knowledge)
17. Live Chat Software Market Growth
The projection that the live chat software market will reach USD 1362.54 million by 2027, with a compound annual growth rate (CAGR) of 7.84%, underscores the increasing demand for live chat solutions among businesses.
This growth is driven by the need for more efficient, real-time communication channels between companies and their customers, reflecting the shift towards digital customer service solutions that can offer immediate support.
18. Business Adoption of Live Chat
The expectation that about 85% of businesses would adopt live chat support by 2023 highlights the widespread recognition of live chat as a critical customer service tool.
This trend indicates that businesses across various industries are prioritizing the implementation of live chat to meet customer expectations for instant communication and support.
19. Investment in Live Chat Support
That 81% of customer service departments plan to increase their investment in live chat support in the future signals a strategic move towards enhancing customer service capabilities.
This investment is likely aimed at improving response times, customer satisfaction, and overall service quality, recognizing live chat’s role in achieving these objectives.
Conversion Statistics for Live Chat
Source: Pexels
Customers who utilize live chat pay up to 60% more for each purchase than customers who do not.
This occurs because customer service can promptly address customer problems and provide answers. Then, after a nice & interactive chat with real-time help, 38% of customers are more likely to purchase a product. (Software Suggestions)
1. Approximately 57% of buyers would abandon an online transaction if their questions were not answered.
Webchat customer care is critical to keeping your customers and completing their orders. More than half of clients will abandon their purchasing basket if they do not receive prompt responses.
On the other hand, 63% of customers indicated they would happily revisit an eCommerce store that included a live chat feature. (Acquire)
2. Conversion rates increase by 3.84% when using live chat.
According to data, the key reason for this is the ability to incorporate some live chat marketing methods. Companies can receive leads for a fraction of the price of doing so on a regular basis.
Sales teams can swoop in and turn leads into customers after the initial engagement between the chat agent and the visitor. Furthermore, some businesses have incorporated customer relationship management tools in place to assist representatives. (Software Suggestions)
3. Virgin Airlines increased conversion rates by 23% after implementing live chat.
According to the company’s live chat performance metrics, chat converts consumers at 3.5 times the rate of individuals who do not use the product. However, there is one point worth highlighting.
Virgin uses this chat to secure additional income and increase average order value rather than using it at the conclusion of the sales funnel. For example, since the company began utilizing live chat, AOV has improved by 15% for those consumers who utilize it against those who don’t. (360° of Digital Commerce)
4. After integrating live chat, Intuit’s conversion rates increased by a whopping 190 percent.
The vendor of QuickBooks and Mint didn’t stop there. Once the chat widget was put on the item comparison page, their sales increased by an astonishing 211 percent.
The addition of a chat widget raised the typical order amount at the checkout page by 43 percent, according to live chat statistics. (Monster Template)
5. Rescue Spa increased revenue by 286% after implementing live chat.
Rescue Spa is a Philadelphia-based boutique spa that specializes in upmarket beauty products and services. The corporation went to the online world at one time and chose to build an eCommerce platform.
They added a new site vendor, improved the checkout procedure, and made the live chat option available. The average annual revenue growth after that was 175 percent.
This is just more evidence that businesses that offer live chat support get greater sales and conversion rates.
6. Improvement in Conversions
The statistic that adding live chat can boost conversions by 12% demonstrates the direct impact of live chat on sales performance.
This increase can be attributed to Living Chat’s ability to provide immediate assistance during the customer’s buying process, addressing queries and concerns in real time, which can significantly influence the decision to purchase.
7. Positive Impact on Sales, Revenue, and Customer Loyalty
The fact that 79% of businesses report positive effects on sales, revenue, and customer loyalty from offering live chat features underscores its value not just as a customer service tool but as a driver of business growth.
Live chat facilitates a more engaging and personalized shopping experience, which can enhance customer satisfaction and encourage repeat business.
8. Influence on Purchasing Decisions
The fact that 38% of consumers are more likely to make a purchase from a company offering live chat support illustrates the importance of live chat in the consumer decision-making process.
The availability of live chat signals to customers that help is readily available, which can make the difference in choosing one company over another.
Customer Satisfaction Metrics of Live Chat
1. Frustration is expressed by 38% of clients due to a poor live chat experience.
The lack of live chat help, being removed from the conversation, or the need to fill in a form to begin the chat are the most common causes of annoyance.
Around 29% of customers find written responses the most irritating, while 24% are upset by excessive wait times. Then, if respondents have to repeat themselves, 9% become frustrated. (Kayakoo)
2. According to live chat statistics, the maximum wait time for a live chat answer is 9 minutes.
Just consider this customer’s annoyance. One of the reasons a consumer ceases to be a consumer of a particular organization is high wait times. Response times for live chat are crucial in the consumer journey.
The average wait time is 2 mins & 40 seconds from the time the consumer initiates the chat. Some agents are able to answer during the first thirty seconds, but not everyone is. Meanwhile, the fastest response time was seven seconds. (Super Office)
3. Only 25.21% of businesses respond to live chat queries.
This is a significant number, and it warrants customers’ skepticism. According to live chat data, the typical wait time for a response is 2 mins and 40 seconds for those who are answered.
Furthermore, 55% of businesses do not provide transcripts or ask for customer comments after the conversation has ended (45%). Another 23% do not even request contact information before starting a discussion. (Super Office)
4. In a live chat, over 69% of companies use canned messages.
Despite customers’ desire for real-time connection and answers to their issues, they may not always receive the “personal touch.”
Despite the distinctiveness that agents bring to the job, according to Jeff Epstein, VP of Product Marketing & Communication at Comm100, they don’t come up with fresh answers every time. All of their comments become increasingly automated & sound pre-recorded after a period. (Forbes)
5. High Satisfaction Rates
The finding that 86% of live chat interactions end with a satisfied customer highlights live chat’s effectiveness in resolving customer issues satisfactorily.
High satisfaction rates are likely due to the immediate and personalized nature of live chat interactions, which meet customers’ expectations for quick and efficient service.
6. Millennials’ Preference for Live Chat
The fact that 63% of millennials prefer live chat for addressing customer support queries indicates a generational shift towards digital communication channels.
Millennials value the speed, convenience, and efficiency of live chat, making it a preferred method of interaction over more traditional channels like phone and email.
7. Preference for Real-Time Online Chat
The preference of 42% of customers for real-time online chat over other communication methods reflects the growing demand for instant and convenient customer service solutions.
Real-time chat allows customers to receive immediate answers to their questions, enhancing their overall experience and satisfaction.
8. Annoyance with Scripted Experiences
The annoyance expressed by 29% of customers towards scripted live chat experiences emphasizes the need for genuine, personalized interactions.
Customers seek authentic communication that addresses their specific needs and concerns rather than generic, automated responses.
9. The expectation for Live Chat Availability
More than 30% of customers expect live chat to be available on a website, which signifies the normalization of live chat as a standard customer service offering.
This expectation reflects the importance of live chat in providing a competitive, customer-centric online experience.
Stats on Live Chat vs Phone Support
Source: Pexels
1. Handling live chat costs less than half as much as handling phone calls.
Based on the experience of organizations with live chat help who previously relied primarily on phone models, this method is far less expensive. Not to add the convenience of using live chat.
In legacy call centers, for example, agents can only respond to a single email or call at a time. An operator can interact with up to six distinct discussions at the same time in customer care with a live chat function.
Call center support on the phone, as per some estimates, costs $12 for each call, as opposed to $5 for a live chat. (Administration)
2. By implementing live chat, Magellan GPS was able to reduce phone call costs by 55.8% between 2013 and 2015.
According to live chat statistics, the company’s contact center spending declined from $1.5 million to $840,000 between 2013 and 2014. Since using a Velaro live chat system, this has decreased by 43% in just one year. It decreased by 22% to $650,000 between 2014 and 2015.
The majority of incoming support requests were redirected to live chat, rendering the phone obsolete. As a result, phone support dropped from 66.9% to 33.1%. (Velaro)
3. Cost Efficiency of Chat Support
Companies that implement chat support experience a significant reduction in operational costs, paying roughly 15 to 33% less than those relying on traditional phone support.
This cost efficiency stems from the ability of live chat systems to handle multiple inquiries simultaneously, reducing the need for a large customer service team dedicated solely to phone support.
4. Decline in Phone Support Usage
In 2021, there was a noticeable 7% drop in customer service interactions via phone support. This decline reflects changing consumer preferences towards more immediate and convenient forms of communication.
As digital channels, including live chat and social media, become more integrated into people’s daily lives, customers increasingly favor these methods for their customer service needs.
The shift away from phone support is also indicative of the broader digital transformation within customer service, where speed and efficiency are paramount.
5. Customer Preference for Live Chat
A significant 42% of customers express a preference for live chat over phone conversations for customer support interactions.
This preference is largely due to the immediate access to help that live chat provides, eliminating the frustration of waiting on hold that is often associated with phone support.
Live chat allows customers to continue with their day while waiting for a response, offering a level of convenience and multitasking that phone support cannot match.
This shift in preference underscores the importance of live chat as a customer service tool that aligns with modern expectations for speed, convenience, and efficiency.
FAQs
📊 How effective is live chat for customer support?
Live chat is highly effective for customer support, with studies showing that it leads to higher customer satisfaction rates, faster query resolution times, and increased conversion rates compared to traditional support channels like email or phone.
💬 What percentage of customers prefer live chat over other support channels?
According to research, around 41% of customers prefer using live chat for support queries, citing convenience, speed, and the ability to multitask as primary reasons for their preference.
⏱️ What is the average response time in live chat interactions?
The average response time in live chat interactions varies depending on factors such as industry standards, agent availability, and customer demand. However, best practices typically recommend responding to live chat inquiries within 30 seconds to one minute.
🌐 How does live chat usage vary across different industries?
Live chat usage varies across industries, with sectors like e-commerce, software, and telecommunications having higher adoption rates due to their emphasis on customer service and online transactions.
📈 How does live chat impact customer satisfaction and retention?
Live chat has a positive impact on customer satisfaction and retention by providing immediate assistance, resolving queries efficiently, fostering positive interactions, and building stronger relationships between businesses and customers.
🚀 What are some best practices for optimizing live chat performance?
Best practices for optimizing live chat performance include ensuring prompt responses, training agents for effective communication, personalizing interactions, integrating chatbots for automation, monitoring performance metrics, and continuously improving the live chat experience.
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Conclusion: Live Chat Statistics 2024
Live chat statistics can help businesses understand the effectiveness and impact of this dynamic customer support tool.
A significant percentage of customers prefer live chat over traditional support channels, which can lead to improved customer satisfaction, faster query resolution, and increased conversions.
While managing chat volumes can be a challenge, live chat remains a valuable asset for enhancing customer engagement and retention.
By implementing best practices and optimizing performance, businesses can leverage live chat to provide efficient and personalized support. This can ultimately contribute to a positive customer experience and organizational success.
Sources: Gartner, Investcro, Liveagent, Digital commerce, Hubspot, Superoffice, Emarketer, Zoho, Softwareadvice, MonsterSpot
