In the competitive climate that prevails on the internet nowadays, no company can afford to have potential clients waiting for 17 hours to receive a response to a simple email.
Let’s see how live chat cuts that time to just over two minutes and saves your hard-earned leads from going to the competition.
Essential Live Chat Statistics (Editor’s Choice)
- Around 79% of customers said they prefer live chat because of the immediate response.
- 46% of customers consider live chat the most efficient means of communication with businesses.
- 63% of buyers that used live chat services say they are more likely to return to the website because of it.
- 51% of consumers want 24/7 live chat availability.
- Around 79% of businesses claim that offering live chat customer service boosts sales and revenue.
- Having questions answered live on the website is crucial for 44% of consumers.
- Live chat is expected to save 2.5 billion customer service hours to companies and consumers.
Live Chat Benchmark Report for a More Responsive Business in 2021
Listed below are the latest available figures highlighting just how crucial implementing live chat to your customer experience strategy.
1. At a minimum, 49% of all customer contact is done through automated channels like chatbots and intelligent assistants.
In particular, millennials are keen on using live chat on a website, statistics show. 66% see it as the preferred means of contacting businesses, while 52% claim they would love to see all communication done this way.
In comparison, 33% of customers overall share this sentiment.
2. It takes a bit over two minutes on average for live chat to reach back to consumers.
Live chat statistics show that customers love this communication type for its response rates., 100 times faster than other digital channels.
In comparison, communication through social media showed a 10-hour waiting time, while users wait for 17 hours for an email response to their inquiry.
3. Statistics on adding live chat show that the percentage of customers using live chat during the pandemic has grown by 25%.
In the same period, phone customer support has increased by 34%. With this in mind, businesses also decided to adapt to the COVID-19 trends.
When adding a new channel to their customer support strategy, 27% of companies opted for live chat vs 30% choosing phone support.
4. Around 79% of customers said they prefer live chat because of the immediate response.
According to statistics on live chat, the second most popular reason was that users could multitask while live chatting, which 51% of the respondents noted.
Another 29% believe they get better information than through email correspondence.
5. 46% of customers consider live chat the most efficient means of communication with businesses.
According to the live chat performance benchmarks—there are plenty of reasons why people prefer live chat customer service over any other channel of communication: some report it just gets them to the wanted answers faster, while others find it convenient that they can do other tasks while solving that particular problem at the same time.
6. On average, 74.5% of chats in 2019 were conducted on mobile devices.
That’s according to mobile live chat statistics. Over 42 million chats were conducted from mobile devices and apps. This indicates the non-stop growth of mobile usage, and, therefore, underlines the necessity for thorough mobile optimization.
When it comes to consumer services, in particular, over 70% of communication was done through mobile devices in 2019.
7. Most consumers prefer to live chat, as opposed to telephone communication.
As online chat statistics show, this is mainly the case with younger audiences. Overall, 42% of consumers would opt for live chat if offered the option. Instead, around 32% of people still use the telephone to communicate with businesses.
Only 23% and 3% choose email and social media, respectively.
8. According to statistics on live chat for companies, chat duration was 2% longer in 2019 than the previous year.
An average conversation duration is 11 minutes and 55 seconds. In the same study, it is also implied that more extended communication leads to higher customer satisfaction.
It’s interesting to note that the percentage had previously dropped by four from 2017 to 2018.
9. The average number of daily chats per agent in Australia is 10.3.
According to live chat statistics, Australia has a total of 7.8 million chats of all businesses. Australians are usually available for 9 hours and 21 minutes in live chat per day.
The average response time is 56 seconds, and the chat duration is 13 minutes and 11 seconds.
B2B Live Chat Statistics
How popular is live chat when it comes to business-to-business customer service dealings? Numbers show it’s far more popular than its B2C counterpart.
10. B2B businesses make for 61% of the live chat market share.
Statistics imply that looking for help through live chat is typically B2B consumer behavior. Surprisingly, B2C businesses have a 33% share of this market, which is relatively small, considering how significant their customer base is.
Moreover, non-profits take 5% of the market. Although both B2B and B2C businesses mostly use live chat for sales and customer service, companies overwhelmingly utilize it to push sales as well.
11. 74% of B2B businesses use live chat to grow sales numbers.
B2C companies flaunt an even higher percentage—a whopping 85%.
The only industry where live chat is used more for customer support than for sales is education, which isn’t exactly surprising considering the sector’s primary focus.
Live Chat Customer Support Statistics
Customer support is one of the most effective purposes of having a live chat on the company’s website—most consumers prefer this channel of communication with businesses.
12. At least 21% of companies consider customer service their priority.
Live chat trends indicate that businesses have different approaches when it comes to communication with potential buyers. However, it all comes down to three things: marketing, sales, support.
Around 52% of companies see generating leads as the number one objective for websites and apps, while 27% said booking meetings and scheduling demos are their most important considerations.
13. 63% of buyers that used live chat services say they are likely to return to the website.
Statistics on having live chat highlight some interesting user behavior—62% of those have reported that they are likely to purchase something from the business that offered said services.
More incredibly, 38% said they made a purchase during that single live chat session itself.
14. Around 32% of customers expect a reply within 30 minutes from initiating contact with a business on social media.
Statistics by experts on live chat stress that 42% of potential buyers expect to receive a response in no more than 60 minutes.
We can argue that expectations are high, and it’s an unattainable goal for businesses. That said, this is where live chat comes in as the perfect solution.
15. According to studies, 20% of customers mention their friends’ and family’s low-quality live chat experiences.
Conversely, live chat customer experience statistics show that 29% of buyers will spread the word about positive impressions via live-chat channels.
People are more likely to speak about a good experience. However, this means there is still one-fifth of people who won’t shy away from giving bad reviews for your business.
16. 51% of consumers want 24/7 live chat availability, statistics say.
Over half of overall customers have high expectations from businesses, but this is practically an unattainable goal for most companies.
Chatbot statistics show that using live chats and bots—this can save your conversions and keep potential buyers satisfied.
17. Around 91% of unsatisfied customers won’t return for a second purchase.
Statistics show online help features are an essential factor for consumers. Just acknowledging you received a message from your customer is an essential first step because consumers appreciate being informed.
Just giving an approximate time frame in which you will provide them with answers or connect them to live agents may work to lessen customer frustration, and boost customer retention statistics.
18. Around 79% of businesses claim that offering live chat customer service boosts sales and revenue.
The percentage isn’t surprising, considering that 41% of customers prefer using live chat as a direct channel to contact customer service over any other means of communication.
However, live chat facts suggest this might demand more time and effort, considering the number of customers who are more inclined to reach out through texting.
19. Positive customer experience for live chat is at 83.04% worldwide.
Customer satisfaction statistics show that live chat messaging has an average rating score of 4.2/5. Even though clients are as demanding as ever, the percentage of customer satisfaction isn’t getting higher in recent years.
Ever since it reached its peak in 2015 (over 85%), it dropped by 0.06% between 2018 and 2019.
Ecommerce Live Chat Statistics
Ecommerce businesses can particularly benefit from implementing a live chat strategy on their websites—there are figures to prove it.
20. A shocking 62% of businesses don’t respond to customers’ emails.
Furthermore, around 90% of companies never even bother to notify customers they have received their emails and offer solutions shortly.
There’s plenty of room for improvement when it comes to customer service, statistics show.
21. Statistics indicate that over 67% of sales are lost due to cart abandonment.
Live chat shopping cart statistics reveal that cart abandonment is a big problem for businesses. A proactive chat approach is one way to tackle cart abandonment successfully.
Statistics show that if a customer is on a checkout page for longer than five minutes, it usually means they’re looking for a solution to a specific problem. A live chat feature can quickly solve most of the issues and lead to better conversions.
22. Live chat customer issues statistics show that over half of all chats never offered the conversation transcription to the customer.
What’s more, 45% of companies never ask for feedback from buyers after providing customer service. Getting feedback is an essential step to improving the way you conduct your business.
Besides, customers feel more appreciated when the company values their opinion.
Live Chat Conversion Statistics
If a business is looking for ways to increase its conversions, introducing live chat support to undecided customers might be a good place to start. So, what are the benefits of live chat?
23. Over 50% of all US and UK customers say they are likely to return to a site where they can communicate through messaging apps.
To be exact, 51% of respondents will return to a website that offers them satisfying customer service through digital communication channels.
Another 41% of consumers said they were somewhat more likely to purchase from the website again, and that’s how live chat increases conversion statistics.
24. The satisfaction score for live chat services was the highest in the transportation industry.
Transportation industry customers seem to be the most content with live chat, with a satisfaction score of 93.2%. Not far behind were the healthcare industry (92.9%) and the government/non-profit industry (92.4%).
According to live chat stats, the financing industry and telecommunications had the lowest scores, although both still over an 80% satisfaction score.
25. Having questions answered live on the website is one of the most critical features during an online purchase for 44% of consumers.
Customer experience statistics indicate that almost half of the people that visit a website consider the possibility of live communication with businesses a crucial part of their user UI—and eventual purchase—should be enough to build your service around live chat.
26. The live chat market is projected to grow to $987.3 million by 2023.
When it comes to implementing live chat on a website, statistics imply it’s a necessity rather than an option.
As business models have become more customer-centric, the need to expand the live chat software market doesn’t come as a surprise. During the forecast period, the total increase was 7.3% CAGR, live chat growth statistics show.
27. According to 49% of respondents, live chat increases conversion within two years of implementation.
Statistics of live chat on websites indicate another 44% implied that they have grown to understand their audience a lot better in the same period through live chat communication, while 36% experienced increased satisfaction and retention.
The surge in revenues in two years was reported by 24% of businesses that implemented live chat.
28. Companies and consumers are expected to save 2.5 billion customer service hours by using live chat for their business, according to statistics.
Not only that—it’s also expected they will save 11 billion in annual cost savings for sectors like retail, healthcare, and banking.
To put it in perspective, in 2018, the yearly savings were at $6 billion. Using chatbots will also significantly cut response time, as well as interaction length.
Benefits of Live Chat for Customers and Businesses—The Takeaway
It’s not enough to be reactive; customers expect you to be proactive. Not only that. While customers claim they prefer quality information over a fast response, it’s still an overwhelming 32% of consumers that expect a reply within half an hour of sending an inquiry. Another 42% expects your response within 60 minutes from their first message.
Live chat statistics show that it’s equally demanding and rewarding to build your business around a customer-centric strategy. Not only is the live chat an excellent way to communicate with customers about their potential issues, but it can also be an impressive tool to push sales by simply greeting site visitors and indicating there is a way for them to get answers to any question they might have.
Frequently Asked Questions (FAQ)
The average salary for the position in the US is currently $26,702, with incomes ranging anywhere from $18,500 to $35,000, as indicated by live chat agent statistics. The hourly wages span from $11 to $15.
The average pay range for a position varies modestly up to $7,500. This indicates there may not be too many opportunities for advancement based on skill level, but increased pay based on location and experience is still possible.
Quick responses are central to keeping customers on your websites, in times when the competition is so enormous that the next option is only one click away for them. There is not much that will frustrate a potential buyer more than a long waiting time, so live chat might be an excellent solution to implement.
Live chat statistics indicate that the average response time is two minutes and 40 seconds. For comparison, it’s up to 10 hours through social media messaging, and 17 hours via email communication.
Live chat is preferred by around 79% of customers for its responsiveness. Simultaneously, 46% of people agreed that it’s the most efficient way to communicate with businesses.
Customers that used live chat before making a purchase increased their overall spending by 10%. It also increased the revenue by 48% per chat hour, as per live chat facts. The conversion was also at 40%.
There are four types of live chat services you can acquire for your website. These include:
- Free live chat
- Volume-based pricing
Depending on your specific needs, any of the options could work for you. While missing some flashy features, free live chat can still make for a good customer service option if you are a new business with a limited budget. This is a valuable option, as statistics show that offering help through online chat can grow your business faster.
Pay-per-agent is one of the most purchased options, and, as the name suggests, the overall price depends on how many agents you want involved on your website to deal with customers. The price per agent also varies depending on which service provider you choose.
Volume-based pricing can be as high as $600 per month or as low as $40, according to live chat statistics. It depends on the volume of traffic your website is receiving—which is predetermined by your service provider.
Pay-per-lead is a pricing system based on performance. You pay per lead you get each month, rather than having a flat fee for agreed periods.