Let’s face it: we’ve all happened to browse through a website to look for more info about a product, or just have questions and don’t feel like waiting for an email reply for days. The good news is that there is live chat, an effective tool that improves the overall user experience and interaction. Live chat statistics show a massive surge in its use by companies and users worldwide, and for a reason.
Simply put, live chat has very little – if any – downsides, so take a look at the fresh stats we’ve compiled to show you why you should jump aboard the ship if you haven’t already.
Live Chat Stats 101 (Editor’s Pick)
- 43% of companies worldwide say live chat helps them better understand their customers.
- If visitors chat with you first, they are 82% more likely to convert to customers.
- No wait times (34%), and convenience (26.9%) are the main reasons for customers to choose live chat over phone communication.
- 55% of visitors will leave a website permanently if they don’t find an answer to their question.
- For 95% of customers, high quality and thorough service are more important than speed.
- Live chat satisfaction is highest in the transport industry at 93.2%.
- 73% of customers say live chat is the best way to communicate with a business.
Live Chat Statistics in Numbers
1. 71% of companies believe that by 2021 live chat will become the most popular customer service communication channel.
Companies are well aware of the massive change in customer preferences when it comes to lines of communication with their brands. The ability of consumers to chat online and in real time with chatbots and people alike is now pivotal. Live chat statistics from a survey carried out by Bold 360 in 2018 suggest that 71% of businesses worldwide are sure that by 2021 online chat will become the most popular customer service communication channel.
2. 41% of customers expect your website to have live chat.
Ignoring your customers is pretty much the fastest way to lose business. While it used to be just “nice to have”, statistics of using live chat today reveal that 41% of customers worldwide expect you to offer this functionality on your website. The share is even higher (50%) among mobile users, meaning you could lose half of your mobile customers if you fail to incorporate live chat into your daily operations. Take a moment to let that sink in.
3. Customer service is important for 97% of consumers worldwide when choosing a brand.
Live chat customer support statistics show that clients, both existing and prospective, are increasingly expecting a higher standard of customer service globally. In other words, attracting customers is no longer just a matter of getting the product quality and price just right. Brands have to work much harder to deliver a level of service that is consistently flawless.
4. For 95% of customers, high quality and thorough service are more important than speed.
According to live chat statistics from Kayako, companies around the world are struggling more than ever to meet their customers’ often conflicting demands. Failing to do so can cost businesses much more than efforts to ensure top-notch service. A recent study found that, for a whopping 95% of customers, the quality and thoroughness of customer service support is far more important the speed at which it is delivered. So, make sure your business acts like the tortoise, not the hare.
5. 73% of customers say live chat is the best way to communicate with a business.
Live chat on website statistics reveal that a vast majority of global customers today not only prefer live chat to resolve issues and get additional information from brands but believe that this channel of communication is the most satisfying. That says a lot as far as customer communication hacks go. Chatting live with your clients can give you a clear picture of what most customers would like to see, use, and buy.
6. Live chat satisfaction is highest in the transport industry at 93.2%.
Live chat consumer satisfaction rate is one of the best ways businesses can measure the performance of their solution. A 2019 report by Forbes reveals that the transport industry holds by far the highest live chat satisfaction score at 93.2%. Healthcare is second with 92.9%, followed closely by the government sector (92.4%). On the other end of the spectrum, the telecommunication industry is second to last, with a score of 81.1%, and the last place belongs to the banking sector with a score of 80.7%.
7. 51% of consumers expect a business to be available 24/7.
Live chat statistics for 2019 show that more than half of consumers believe a business should be open for communication non-stop. Live chat is one of the most convenient and effective ways of going digital, especially in today’s extremely fast-paced business world. By staying analog and ignoring the importance of availability for your customers – live chat or not, you risk losing a significant portion of your business.
8. 43% of companies say live chat helps them better understand their customers.
Stats about live chat customer service show that there is an initially unexpected benefit of using live chat for your business. The solution also works in reverse, allowing companies to conduct customer research. A recent study reveals that, within 1 year of implementing live chat into their business, around 43% of companies obtained a better understanding of their clients. A similar study indicated that 63% of companies have introduced live chat as part of their customer support operations, while 78% use the solution for sales.
9. 54% of online consumers in the US don't like chatbots.
Statistics of live chat show that for more than half of online consumers in the US chatbots have an overall negative effect on their quality of life. A 2019 report by Forrester also found that some 8% of respondents had a very positive experience with chatbots, while nearly 14% said their chatbot interaction was overall positive.
10. If visitors chat with you first, they are 82% more likely to convert to customers.
According to live chat conversion statistics, it really pays off to communicate with the visitors on your website. Data from Intercom shows that if you chat with your website users first, they are 82% more likely to convert to customers. It is also important to note that the accounts of clients who used the live chat feature are worth 13% more than those your business did not chat with before sign-up.
11. Summer is when the highest number of live chats (20.9 million) take place.
Live chat growth statistics reveal that the summer months – typically between June and August – see an increase in the overall number of chats. According to a report by LiveChat, around 20.9 million chats happen in the hottest season of the year, with the education industry taking the forefront.
12. Most issues addressed via live chat take up to 42 seconds to resolve.
Live chat statistics from Zendesk show that a swift response when customers use live chat to reach out to a brand is one of the important factors that enhance positive interaction. In other words, while clients prefer thoroughness and quality of customer service over speed, that doesn’t mean they should wait forever for someone to address their concerns.
13. No wait times (34%), as well as convenience (26.9%), are the main reasons for customers choosing live chat over phone communication.
Live chat vs phone support statistics suggest that more and more customers are opting to solve their issues via live chat compared to the more traditional phone customer service. This is especially true for customers aged 18-49. The main reasons for this, according to a report from SoftwareAdvice, are that live chat has no wait times (for 34% of survey respondents), and offers overall convenience (26.9% of respondents).
14. 38% of customers who had a good live chat session made a purchase.
Live chat data reveals that customers are highly appreciative of having a real-time open channel of communication with a brand, particularly when they’re seriously considering a purchase. A recent report found that 38% of clients had bought a product or a service after a good live chat session with a brand representative. This is exactly where good customer support transitions into sales and there’s no smoother tool to make that act effortless than a professionally set up and continuously available live chat solution.
15. Implementing live chat in your business leads to a 40% increase in conversion rates and a 48% hike in revenue per chat hour.
Live chat sales statistics clearly show a significant increase in conversion and revenue as a direct result of having a live chat option for your online business. Research indicates that businesses can boost their conversion rate by as much as 40% if they implement a live chat solution. And it doesn’t end there; companies reported a staggering 48% increase in revenue per chat hour as yet another consequence of live chat. Think about what that could mean for you.
16. 42% of companies still believe customers prefer phone support over live chat.
Kayako live chat statistics found that, while the majority of companies nowadays are already aboard the live chat train, there are still those 42% who are behind on the news. Meanwhile, around 87% of businesses have not only implemented but are making serious improvements to their live chat operations.
17. Orders from customers who engage in live chat before a purchase are 10% higher in value.
Live chat stats reveal that customers who use live chat before making a purchase place more valuable orders compared to those who don’t use the service. A study by Forrester found that the average order value of sales to customers who engaged in live chat with a representative of the brand was 10% higher. Customer journey is another area of business where live chat can be helpful, improving post-sales customer support by 39%, early-stage sales development by 32%, and overall marketing awareness by 29%.
18. 47.5% of US internet users say too many unhelpful responses are the biggest problem with chatbots.
Live chat trends and insights show that wasting the valuable time of customers is one of the biggest problems posed by chatbots. Nearly half of all internet users in the US reported that communication with chatbots was a waste of time, as they often returned scripted responses that simply did not address their specific concern. In other words, while chatbots may be useful in some situations, for some businesses it is better to play it safe and have an actual person in charge of helping customers who reach out.
19. 20% of people who had negative live chat experience shared their disappointment with friends and colleagues.
Ecommerce live chat statistics reveal that nearly 20% of consumers have, at some point, spread the word about a negative live chat experience they’ve had with a brand. Meanwhile, 29% of users passed the word about a positive experience with the solution. Though slightly, their share is higher highlighting the potential to grow your business through this function.
20. 79% of consumers use live chat to get immediate answers to queries.
Live chat statistics for businesses help owners and marketers better understand why certain communication channels work better than others. A report by Invesp revealed that for 79% of surveyed consumers, getting immediate answers to their questions is the top reason for preferring live chat over other methods. The second most popular reason, cited by 51% of consumers, is their ability to multi-task while chatting with brand representatives.
21. 12 minutes and 26 seconds was the average chat duration of companies that scored 90% or higher on live chat customer satisfaction.
When looking at live chat by the numbers, the average chat duration in itself may not be particularly interesting to know. But, when this information is put into perspective, it becomes very significant. While the average chat duration of 12 minutes and 26 seconds correlates to companies that scored 90% or higher on live chat customer satisfaction, the real kicker is that this average time is actually 13% longer compared to companies that had the lowest scores on live chat customer satisfaction.
22. 55% of visitors will leave a website permanently if they don't find an answer to their question.
Stats about live chat software confirm that the solution is one of the best remedies against losing website visitors. A recent study shows that more than half of users will permanently leave a site if they don’t find an answer to their question. Ensuring thorough and useful information on your website can make other visitors come to your site even if they learn about you through someone who hasn’t purchased anything initially.
23. Installing a live chat messenger on pages other than the homepage increases your chances of conversion by 45%.
Live chat and revenue stats show that it’s the “where” that really counts when it comes to live chat messengers. If you install a chat messenger on other pages of your website other than the homepage, you’ll increase your chances of converting your visitors by as much as 45%. Think about it like this: if you were to visit your website as a customer, what would be your motivation? Where would you need a real-time response, most likely? Don’t limit yourself needlessly; try to think out of the box on this one.
Frequently Asked Questions
1. What is live chat customer service?
Live chat customer service is a form of communication between yourself as the site owner and prospective and existing customers. Live chat customer service today is one of the most effective, most useful and overall positive forms of maintaining relationships with your clients. Businesses can benefit greatly by using live chat as a communication tool, and not just that. Customers too prefer live chat over other modes of communication like email and phone.
2. Is live chat effective?
Live chat is absolutely effective; so much so, that its popularity is continuously increasing over time. Companies are well aware of the massive change in customer preferences when it comes to lines of communication with brands. The ability of consumers to chat with businesses online and in real time has become pivotal. Stats suggest that 71% of companies worldwide are almost certain that by 2021 online chat will become the most popular customer service communication channel.
3. Why do customers prefer live chat?
Live chat as a channel of communication between your brand and your consumers offers many advantages. A report by Invesp revealed that 79% of surveyed consumers like this solution because they get immediate answers to their question. The second most popular reason, cited by 51% of users, is their ability to multitask while chatting with customer support. 46% of consumers believe chat is the most efficient communication method, while 29% say that live chat enables them to acquire better information compared to email.
4. Does live chat increase sales?
Yes, live chat greatly helps in increasing sales, conversion rates, overall revenue and, most importantly, improving relationships with existing customers, as well as acquiring new ones. Research indicates that businesses can boost their conversion rate by as much as 40% by implementing a live chat solution into their website. At the same time, businesses reported a staggering 48% increase in revenue per chat hour.
As a growing number of businesses are concentrated online, customers and users will have higher expectations for the speed, accuracy, and availability of support. Live chat is a great opportunity for companies and brands to understand their clients better, and tailor their products and services to their specific needs. This, in turn, is sure to improve conversion rates and boost revenue, as live chat statistics show.