Live chat statistics might change your view on implementing a live chat support system. In fact, did you know that live chat support is increasing in popularity every year?
It seems like every business is looking for ways to optimize the customer journey when it comes to must-have customer service features.
As you might already know, online customer support is an important part of running an online business. For some businesses, it can mean the difference between a customer paying for your product and walking away.
That's why it is important to know about some live chat statistics in 2023.
In this blog post, you'll see some interesting, some obvious, some surprising facts about live chat. Keep scrolling.
Customers Opinion on Live Chat
Waiting for email responses or holding on the line is so outdated. Live chat allows customers to get the help they need in a matter of minutes, and they love it. Proof?
Thankfully businesses are aware of the call on live chat.
It is stated in Comm100’s 2019 Live Chat Benchmark Report that, “Facing rising demand for personalized, meaningful interactions and seamless, ‘every-channel’ experiences, organizations are rolling up their sleeves to meet and exceed customer expectations.”
If you are not in the 85%, the chances are you are on the wrong path.
42% of businesses think that consumers prefer phone support.
14% of businesses think consumers prefer email.
9% of businesses think consumers prefer social media.
Businesses are working hard to get the necessary help to their customers. However, while they are rushing, they miss an essential point. Fast doesn’t always mean satisfactory for customers.
You must be wondering why the customer satisfaction rate is lower with lower wait time. Because consumers value high-quality support more than speed, and shorter wait time affects quality in most cases.
95% say they would prefer slower support if it meant the quality of help was higher.
Mobile Live Chat Statistics
Considering that more than half of the web traffic comes from mobile, it is important to keep an eye on mobile live chat statistics as well.
Live chat engagement is higher (1.7%) on desktops than on mobiles (1.4%). Still, mobile chatters are 6.1 times more likely to convert compared to mobile non-chatters.
62% of customers expect the availability of live chat on mobile devices, and 82% would use it if available. Live Chat Statistics
Before we wrap up, let’s mention the elephant in the room. It’s evident that due to the pandemic the way businesses operate changed dramatically.
This change was initially led by changing customer behavior.
To adapt to new expectations, customer service teams revised their system. From personalizing customer experience to making customer support contactless, the pandemic has given rise to new trends in customer service.
In an article on live chat statistics, it is seen that 74% of B2C companies and 85% of B2B companies use live chat for sales. However, only 31% of B2C companies and 54% of B2B companies use live chat for marketing purposes.
Chatbots, live chat, and text messaging are useful and must-have features on company websites of all sizes and sectors. You can provide a better client experience, smooth customer service, boost customer happiness, and increase conversions by effectively utilizing the tool across multiple company activities.
As more businesses go online, client expectations for 24-hour fast response will continue to climb. In addition, real-time dialogues using live chat will provide new chances for your company to better understand and serve while strengthening business/customer relations.
Do you use live chat? Do you think it works?
Meet me in the comments section below!
Frequently Asked Questions
Is Live Chats Effective?
Live chat delivers 73% satisfaction, compared to 61% for email and 44% for the phone support. Thanks to live chat, not only will your customer satisfaction ratings rise, but so will your customer retention.