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Companies that adopt live chat as a customer communication strategy enjoy many benefits. Perhaps most importantly, it allows customers to communicate with your brand on a channel they are comfortable with and prefer to engage on. In addition, live chat offers many benefits to agents in terms of productivity and efficiency.

For example, agents can handle multiple chats simultaneously, which can help to resolve customer issues more quickly. Also, team-wide productivity is improved as all agents have access to chat transcripts, which makes it easy to resolve customer issues. Overall, live chat is an impactful move for companies looking to improve customer communication and satisfaction.

Key Trends and Live Chat Stats

A majority of businesses claim that live chat has boosted sales, revenue, and customer satisfaction.
40% of companies in the United States, Europe, and China use live chat software to improve customer service and increase revenue.
Zendesk, Freshchat, Salesforce Live Agent, Zoho SalesIQ, and LiveChat are the best live chat software, providers.
Out of all customer contact methods, live chat has the highest level of satisfaction (73 percent).
Fifty-one percent of customers are happy with their email communication, compared to 44 percent who are happy with their phone support.
By using live chat, a company can increase its sales by 3.87 percent.
In the eyes of 44% of users, live chat is the most valuable tool a business can provide on its website.

Live Chat Usage Stats

An overwhelming majority (60 percent) of people who use live chat expect an immediate response when they start a conversation.
Sixty-one percent of those who use live chat are from B2B organizations.
Only 33% of all business is B2C.
B2C companies use live chat for sales in proportions of 74% and 86%, respectively.
However, only 31% of B2C and 54% of B2B companies use live chat for marketing purposes, respectively.
2020 saw an average of 8,423 chat messages per month being sent to businesses on an annual basis.
Mobile live chat usage decreased by 0.5% between 2019 and 2020.
This is most likely due to the fact that people are using computers at home instead of mobile devices more often.

Live Chat Demographic Stats

People between the ages of 18 and 49 are most likely to use live chat as a method of customer service.
Live chat customer satisfaction is highest in Mexico, followed by Australia (93.59 percent) and Canada (93.11 percent) (88.36 percent).
More than six out of 10 millennials prefer a live chat system over email or phone calls.

Live Chat Response Time Stats

Customers can expect to be connected to a live chat agent in 35 seconds on average.
Customers wait for an average of 2 minutes and 40 seconds for a response from a chatbot or a live chat agent after starting a conversation.
2020 saw an 18 percent increase in the average chat time for companies, with an average of 10 minutes and 57 seconds.

Customer Preference for Stats

Fourteen percent more website visitors believe that a business is more reliable when it offers real-time chat assistance.
Fifty-one percent of customers expect a business to be available at all hours of the day or night to answer their questions.
Customer loyalty can be increased by 51% using live chat.
More than nine out of ten customers (95 percent) believe that customer service quality is more important than speed when using live chat.
Over seventy-nine percent of customers say they prefer to get help from a live agent when they have questions.

Phone Support vs Live Chat Stats

Chat support companies pay between 15% and 33% less than those that use phone support.
Calls to customer service departments will be down by 7% by 2021.
Because they don’t have to wait on hold for an agent, 42 percent of customers prefer live chat to phone calls.

Live Chat and Business Stats

Customers in the real estate industry are the most satisfied in the world, followed by transportation and technology companies.
In customer service, 59.56 percent of companies used canned messages.
Proactive chats make up nearly 2% of all messages (initiated by the agent instead of the customer).
70% of customers expect the live chat agent to have their contact information and purchase history already.

Customer Satisfaction Stats

Chats are only rated by customers 10.8 percent of the time, on average.
Customer satisfaction in 2020 was 85.6 percent, up 1.3 percent from the year before.
Higher CSAT scores resulted in a longer wait time for customers than those with lower CSAT scores (1 minute 32 seconds vs. 30 seconds).
Customer satisfaction with chatbots is slightly higher (87.58 percent) than with live customer service representatives (85.8 percent ).
Live chat has a higher customer satisfaction rate than Phone, Email, Facebook, or Twitter support.

Live Chat Financial Stats

With the simple addition of a chatbot to their website, companies can save up to 30% on their current costs.
Customers who use live chat spend up to 60% more than those who don’t.
More than 82% of customers who have had a conversation with a live chat agent are more likely to buy from the company.
When a company implements live chat software, it can see a 48% increase in chat hours per day.
The return on investment for proactive chat can be as high as 105%.

Live Chat Stats for Company Improvement

21 percent of all logged live chats are unanswered by customer service representatives.
Many businesses say they are unable to provide online chat services to customers via social media because they lack the necessary resources.
Only one-fifth of those who had a negative experience with a live chat representative would recommend the feature to their friends.
While waiting for a customer service representative, 27.5% of customers end up leaving the chat line.
Customers are 53% more likely to abandon their online purchases if they can’t find an answer to their questions.
Poor customer service is cited by 38% of customers as the worst aspect of live chat.
More than half of businesses that offer live chat customer service do not provide a transcript of the conversations they have with customers.

Future of Live Chat Stats

Live chat support will be available in 85 percent of businesses by the year 2022, according to industry predictions.
By the end of 2023, the live chat support market is predicted to be worth $987 million.
There is a growing demand for live chat in Retail and E-commerce.
There is an 81% plan to invest more in live chat support in the future by customer service departments across the board


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