Chat Facts

WHY COMPANIES ARE ADOPTING LIVE CHAT

It’s no secret why more and more organizations are subscribing to live chat services. Market research has consistently shown us through the years that online chat is met with fast-growing approval from consumers across the globe.

Today, live chat is the new standard for satisfactory online customer service where visitors expect to be assisted immediately.

Below are key chat statistics gathered from our latest market research to illustrate why live chat is so successful.

VISITOR EXPECTATIONS

41% of online visitors expect to have live chat on a website. For customers that visit your website on a mobile device, this number is as high as 62%.

HUMAN CHAT AGENTS

70% of consumers prefer human agents over chatbots

THE 24/7 WORLD

51% of customers seek 24-hour service from businesses.

VISITOR MULTITASKING

51% of customers prefer live chat because it allows them to multitask.

OVERALL BENEFITS

79% of businesses say offering live chat has had a positive effect on sales, revenue, and customer loyalty.

REPEAT VISITS

63% of consumers who used live chat on a website are likely to return to it.

SATISFACTION RATE

Managed live chat has the highest satisfaction rate at 92%.

SALES INCREASE

39% of customers have said that they have ended up making a purchase due to a good live chat session.

TRANSACTIONAL SUPPORT

83% of customers require some level of live support when making online transactions.

SHOPPING CART

32% of online shoppers are less likely to abandon their online shopping cart.

LOST SALES

More than 50% have said that a lack of human interaction has kept them from purchasing online.

ONLINE SHOPPING

77% of online shoppers prefer to contact a real person before buying.

IMPORTANCE OF CHAT

44% of consumers say that having a live person answer their questions while in the middle of an online purchase is one of the most important features a website can offer.

SALES ACQUISITION COSTS

A site visitor using live chat is 2.8 times more likely to convert than a regular website visitor and spend 60% more, greatly reducing your sales acquisition costs and increasing your online revenues.

CONSUMER TRUST

41% of customers think a company that offers live chat on its website is more trustworthy.

VISITOR COMMUNICATIONS

Live chat has become the leading digital contact method for online customers, as a staggering 46% of customers prefer live chat compared to just 29% for email, and 16% for social media.

CUSTOMER CARE COSTS

Companies offering live chat report 34% improvement in customer satisfaction rates and 2.6x improvement in customer care costs.

VISITOR CONVERSION TO SALES

85% of live chat users are more likely to convert into customers.

CONSUMER LOYALTY

63% of people who spend between $350-500 a month online are the most likely to both buy from, and be loyal to companies that offer managed live chat support.