Customers Opinions 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Waiting for email responses or holding on the line is so outdated.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?
Here you are:
- Inc. reported in The Power Of Live Chat article that 44% of online consumers believe that live chat is an important website feature.
- In addition, according to another article on live chat, 63% of millennials favor using a live chat widget to address basic customer support queries over traditional channels.
- About 90% of customers consider a quick reaction from support to their inquiry critical when using live chat, according to Hubspot's Customer Service Stats.
- One of the reasons that half of the customers (51%) favor live chat is their ability to multitask while reaching out to a company via live chat. The Importance of Live Chat by Invesp
Surprised? We are not.
Thankfully, businesses are aware of the call on live chat.
It is stated in Comm100’s 2023 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.”
- The Live Chat Software market is projected to reach USD 1362.54 million by 2027, with a CAGR of 7.84%, starting from its 2024 valuation of USD 866.15 million. (Precision Reports)
- In 2023, about 85% of businesses were expected to opt for live chat support. 7 Live Chat Statistics You Can’t Miss by Software Advice
- Also, 81% of customer service departments plan on investing more in live chat support in the future based on (Live Chat Stats.
If you are not in the 81%, 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.
This number may seem weird, but people will continue to use live chat. The reason is here:
- A majority of customers, specifically 70%, either currently use or express interest in utilizing chatbots for basic customer service needs.
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.
- According to the Upscope’s article about 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 live chat to be available on mobile devices, and 82% would use it if it were available. Icmi’s Live Chat Statistics research
- According to comm100's guide to live chat article, when it comes to the initiation of live chat, about 63% of those were from mobile devices.
Now that we know why we need a live chat and how it should be done, keep reading to see what to avoid as there are things your customers will be annoyed rather than satisfied with.
- Support is not online despite live chat displaying as available.
- Being disconnected during a live chat.
- Effort required to start a live chat, mainly where there are pre-chat forms.
What happens if all goes wrong? Check out the statistics that show the consequences when live chat doesn’t meet the customer expectations:
- 38% of customers are most frustrated by poor user experience on live chat.
- 29% of customers find scripted, impersonal responses the most frustrating.
- 38% of businesses say their users find their scripted responses most frustrating.
- Almost 50% of customers rate long wait times as the most frustrating part of a live chat — they don’t want to be in a queue.
- 19% of businesses say their customers are most frustrated by long wait times.
- According to Zendesk Customer Experience Trends Report 2020, more than 70% of consumers believe that companies should collaborate on their behalf so that they don’t have to repeat information to different representatives.
- In the same report, it is stated that nearly 70% of customers are irritated when their call is transferred from department to department.
Live Chat-Phone Support Comparison
The live chat support:
• Makes it easy for your customers to talk to you.
• Brings down customer wait times by 80%.
• Appeals to customers of all ages.
• Reduces your cost-per-interaction.
Now let’s see the live chat and phone support comparison statistics.
- Companies with chat support pay roughly 15 to 33% less than those with phone support.
- In 2021, customer service using phone support dropped by 7%.
- 42% of customers prefer live chat over phone conversations because they don’t have to wait on hold for an agent.
Live Chat Conversion Statistics
Does excellent live chat support mean high profit? for sure!
- Approximately 63% of people spending $250-500 monthly online will most likely purchase from live chat companies.
- According to the Global State of Customer Service Report of Microsoft, 90% of Americans use customer service to decide whether or not to do business with a company.
- The same report states that 58% of American consumers will switch companies because of poor customer service.
- Also, nearly three out of five consumers report that good customer service is vital to feel loyalty toward a brand.
- If the company’s excellent customer service, 78% of consumers will do business with a company again after a mistake. State of the Connected Customer Report by Salesforce
- A good customer service experience heavily impacts recommendations. Consumers who rate a company’s service as “good” are 38% more likely to recommend that company.
- In Hubspot's research on acquisition, it is seen that 93% of customers will possibly make repeat purchases with companies offering excellent customer service.
- Customers that use live chat spend 60% more per purchase. Live Chat Statistics by Softwareadvice
- 79% of businesses say offering live chat has positively affected sales, revenue, and customer loyalty.
- 51% of customers buy again from a company if they offer live chat support.
- Also, 52% of consumers are likelier to remain loyal to a company that offers live chat support. Live Chat Software Statistics
- Having a live chat service increases a company’s conversion rate by 3.87%.
- 42.38% of customers report buying something owing to an excellent live chat session.
- Proactive chat leads to 105% ROI.
Also See: Popup-ROI-Calculator
The Impact of Pandemic on Support Services
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.
- According to Benchmark Snapshot by Zendesk, the number of support tickets increased by 20% due to pandemic.
- In 2020, 64% of customers gave a chance to a new messaging channel to contact companies.
- Since 2020, the usage of automation to solve problems has increased by 25%.
- In Forbes's article on the effects of pandemic, we see that 74% of customer service leaders state that customers have become more empathetic due to the pandemic.
BONUS
- Cart abandonment statistics show that 53% of cart abandonment is because customers aren’t able to find answers to their queries.
- In research on the benefits of live chat for businesses, 43% of businesses claim that they better understand their customers within one year of implementing live chat.
- According to Zendesk's Deployment Guide, an experienced live chat agent can handle 4-6 chats simultaneously.
- 59% of customers are more likely to make a purchase when their queries are resolved in under a minute. Making Proactive Chat Work report by Forrester
- With present technology, chatbots can resolve queries with up to 90% accuracy. Chatbot Statistics
- 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.
- 72% of customers expect the live chat agent to know their contact details and purchase history already. Live Chat Stats by thrivemyway
- 70% of consumers favor human agents over AI technology.
- The average company received 8,423 chat messages per month in 2020.
- About 66% of customers expect businesses to respond instantly to their queries. Customer Service Stats to Know by HubSpot
- 21% of live chat support requests go unanswered. Live Chat Study by Super Office
Extra Bonus: If you are looking for a free live chat tool, here you have it. You can try Popupsmart's Live Chat Tool today to achieve maximum customer satisfaction and increase your conversion rate.
Before You Leave…
Benefiting from chatbots, live chat, and text messaging on your website improves client experience, streamlines customer service, and boosts conversions.
As online businesses grow, the demand for 24-hour responsiveness increases.
Therefore, learning these live chat statistics will help you strengthen business relations and create new chances.
We hope that these live chat stats contribute to your business and research.
Frequently Asked Questions
Live chat statistics can be easy to grab, but we want to highlight some more points for you.
Are Live Chats Effective?
Live chat delivers 73% satisfaction, compared to 61% for email and 44% for phone support. Thanks to live chat, not only will your customer satisfaction ratings rise, but so will your customer retention.
Is There a Free Live Chat Tool?
Some of the free live chat tools are:
- Freechat
- LiveChatAI
- Smartsupp.
- Tidio.
- Chaport.
- EngageBay.
What is a Chatbot?
A chatbot is a computer software replicating and processing human speech, allowing people to communicate with digital gadgets as if they were talking to a real person.
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