A customer service agent who provides instant support and instant answers to chat in real time has no doubt become a preferred communication channel. Nevertheless, many companies do not provide live chat support, which at one point or another proves to be detrimental to their business.
So, is live chat really helpful? And how are companies around the world moving around this effective tool? Take a look at the live chat stats below to find out more.
Key Live Chat Statistics
1. 97% of consumers globally claim that customer service is quite important according to the brand choice.
2. 95% of consumers value high-quality support over speed.
3. Nearly half of US (47.5%) internet users believe that the biggest challenge with chatbots is that they provide a lot of feedback that does not solve the given problem.
4. 51% of consumers want the business to be available at all times (24/7).
5. Duvim Chat, Zendesk, and LiveChat are the top three companies in the live chat software market.
6. Live chat has the highest satisfaction level for any customer service channel, recording figures ranging from 73% to 81%.
7. More than a third of consumers expect to see a live chat feature on the company's website.
8. About 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.
10. Companies that use a live chat feature to communicate with their customers receive many benefits. Some of them include increased sales, improved customer satisfaction, and improved customer service ratings.
11. 52% of consumers are likely to repurchase from a company that offers live chat support service.
Suggested Read: Tips and Practices to Implement The Post Chat Survey
2021 Live Chat Statistics Insights
12. The global live chat software market is set to hit $ 2087 to $ 987M in 2016.
13. Average customer satisfaction with live chat service in tech industry was more than 87% in 2019.
14. 46% of online users will opt for live chat facility over any other medium when in communication.
Sales, Revenue and Customer Loyalty Statistics
15. 20% of customers informed their friends or co-workers about bad live chat experiences.
16. 29% of customers reported good live chat experiences to their friends or co-workers.
17. 79% of businesses claim that offering live chat features has a positive impact on sales, revenue and customer loyalty. It is one of the most important live chat figures ever.
18. 38% of consumers are more likely to buy from the company if it provides live chat support.
19. 51% of consumers are more likely to stay or buy with the company if the company offers live chat support facility.
20. A total of 63% of people who spend $ 250 to $ 500 per month online are the most likely to buy from those companies and remain loyal to companies that offer live chat facilities.
21. 41% of consumers prefer live chat support software, 32% opt for telephone support, 23% of them support email support, and only 3% of consumers prefer support via social media platforms.
22. 42% of businesses feel that consumers prefer phone support, while 35% of businesses believe that consumers prefer live chat features.
Statistics about Consumers
- Offline Live Chat
- Loss of connection during a session
- Complex pre-chat forms
24. 38% of customers are disappointed with a poor user experience on live chat.
25. 43% of companies are aware that their live chat user experience is not good enough.
26. By the time 29% of customers feel scripted, impersonal responses are the most annoying live chats that exist.
27. 38% of companies feel that their customers are most upset by scripted responses.
28. Nearly a quarter of consumers (24%) claim that long wait times are the biggest problem with live chat support service.
29. Only 19% of companies feel that their customers have to wait the longest when it comes to live chat support.
30. As less than 9% of consumers believe that having a few repeats during a session is the most frustrating part of the live chat experience.
31. 16% of companies say that their customers are most upset about repeating themselves during a session.
32. 95% of consumers say they want slower support if it means the quality of help was better.
33. In other words, 19 out of 20 consumers would like very fast, low quality support but slow and individualized expert support.
34. More than 92% of customers feel satisfied when using live chat facility while communicating with companies.
35. Half of consumers claim that answering a living person's questions in the middle of a purchase decision is one of the most important features a brand can offer.
36. 51% of customers prefer live chat because it allows them to multitask.
37. 21% of consumers prefer live chat as it helps them to shop while working.
38. 42% of customers say they prefer live chat over other support functions for one reason - no waiting (or holding).
39. During 2016 and 2017, customer service interactions via channels such as phone and email declined by 7% in the US.
40. In the US, voice comprised 41% of customer service participation in 2017, 51% in 2015 and 45% in 2016.
41. A total of 59% of consumers will use customer service communication mediums that do not use their voice.
42. At least 54% of retailers offer live chat features on their websites as of 2017.
43. In 2018, the overall customer satisfaction rate of live chat experiences based on a post-chat survey was around 83.1%, an increase of 2.5% from 2017.
44. Live chat satisfaction scores are highest for the transportation industry, which is 93.2%. This is followed by healthcare and government at 92.9% and 92.4% respectively.
45. The banking / finance and telecom industries report the lowest live chat satisfaction scores, which are 80.7% and 81.1% respectively.
46. In 2017, more than half of consumers (54%) stopped all business with a company due to poor customer service, an increase compared to 2016 (49%).
47. In 2018, average customer satisfaction with live chat support tool was 83%.
Suggested Read: 5 Tips To Optimize Live Chat Software for Better Customer Engagement & More Conversions
Social Messaging Statistics
49. U.S. And U.K. 41% of customers claim that customer support through a social messaging platform is something important to becoming a repeat customer.
50. Only 8% of American and American customers believe that customer social message support is not really important.
51. Over 2.5 billion customers use at least one of Facebook's social chat apps.
Chatbot Statistics
53. In 2018, about 27% of live chat scenarios were completely controlled by chatbots. In other words, there was no need for an agent to step up.
54. Nearly half of consumers (45%) don't really care if they interact with a live agent or a chatbot as long as the service is effective and generally good.
55. At least 49% of all consumers contact customer service using automated channels. This includes non-human interactions such as intelligent assistants and chatbots at least once per week.
56. 66% of all millennial customers interact with automated customer service channels at least once per week.
57. More than a third (33%) of all consumers and more than half (52%) of millennial consumers would like to see all their customer support needs through channels that are automated.
58. By 2025, the chatbot market will be worth $ 1.25 billion. This is an increase of $ 190.8 million from 2016. This is an annualized annual growth rate of 24.3%
Live Chat Statistics - Duration and Waiting Time
60. Companies that scored 90% or more on live chat customer satisfaction had an average wait time of 46 seconds.
61. Companies with the lowest live chat customer satisfaction score recorded an average wait time of 25 seconds.
62. Companies with 90% or more live chat customer satisfaction rate had an average chat duration of 12 minutes and 26 seconds. It is 13% longer than those with the lowest score.
Sales vs Support Statistics
64. 85% of live chat usage goes for B2B sales, 74% B2C sales, 67% B2C support and 66% B2B support.
65. This may sound unbelievable, but 26% of businesses believe they are not ready to offer live chat support tool via a public social media app.
66. On the other hand, as much as 40% of customers are not confident that they will get the necessary help from live chat.
67. Teams with more than 50 agents receive an average of CS.7 85.7%.
Other Live Chat Customer Support Statistics
68. A significant 44% of online customers say that answering the questions asked by a survivor in the middle of an online purchase is one of the most important features a website can offer to its visitors.
69. A total of 63% of consumers are more likely to return to the website who offer live chat.
70. 73% of the total customers were satisfied with their live chat experience as compared to email which is 51% and phone is 44%.
71. 77% of consumers are not willing to shop on a website that does not support live chat.
72. Customers who engage in live chat sessions spend 60% more per purchase than those who do not engage in chatting.
73. 38% of customers said that a great live chat session greatly influenced their purchase decision to repurchase.
74. If you add live chat support software to your website, you can increase conversions by 12%. Additionally, visitors who chat are 2.8 times more likely than those who do not engage in this form of communication.
75. According to an infographic, the top reasons customers prefer live chat include:
- 79% claim that this is due to prompt answers to questions.
- The fact that a user can multitask.
- About half of customers (46%) believe that live chat is the most efficient communication method.
- 29% of customers believe that the information collected during a live chat session is of better quality than what they receive during an email exchange.
- About a quarter (22%) of customers simply does not like to talk on the phone and that is why they resort to live chat communication.
- 21% of subscribers prefer live chat over any other channel as they can chat even when they are working in an office surrounded by other people.
- 15% stated that the information collected during the live chat session is of better quality than the customer service department exiting the phone call.
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