Interesting Live Chat Statistics For 2024

The best live chat solutions can greatly enhance customer service capabilities with constant support, reduced lead times, and comprehensive responses. If you use or have considered using a live chat service for your website, chances are you are aware of the many benefits an AI chatbot will bring to your business.

Read through this list of interesting live chat statistics for 2024 to find out more about how live chat solutions can enhance your customer support.

Over 54% Of Customers Are Using Some Form Of Chat

Gartner reveals that over 54% of customers use live chat, one of the most popular customer service support for customers under 50. Customers prefer getting instant responses from a live chat service over waiting for minutes for a response via the phone. Gartner predicts that in 2027, live chat solutions will be the most common mode of customer service communication.

Live Chat Has The Highest Satisfaction Rate Of All Channels

LTV Plus statistics suggest that live chat reports the highest number of satisfied customers, with 75-80% of users reporting they were happy with the response received from a live agent. The best chat solutions give customers the answers they need quickly and comprehensively without long wait times. With an integrated reporting unit, businesses can learn why their live chat yields the most positive results.

Live Chat Increases Revenue By Nearly 50% Per Hour

Gitnux surveys show that live chats lead to nearly a 50% increase in revenue each hour and a two-in-five increase in business conversion rates. Live chat allows you to serve multiple customers quickly and efficiently, increasing the chances that chatbot users will be converted into a sale. Live chat decreases lead times while still allowing you to have human interaction as a part of your customer support service.

1 In 5 Customers Enjoy Using Live Chat To Shop While At Work

Inc.com reveals that one in five customers enjoy shopping at work using a live chat. Live chat allows users to shop online without needing to be on the phone to resolve a query. Support operators can resolve queries for them discreetly while the user is working simultaneously.

Live Chat Boosts Customer Loyalty By Over 60%

Kayako shares that customers who spend between $250 and $500 a month online are 60% more likely to be loyal to a business that uses live chat. Customers with a higher monthly spend will appreciate companies that offer customer support while they shop online.

Customers Who Chat Before Making An Order Spend 10% More

ICMI shares that customers who have a live chat with a support operator before making a purchase tend to have 10% more in their cart when making a purchase. A live chat allows individuals to resolve pre-purchase queries quickly and effectively, increasing the chances that the chat will convert into a purchase.

The Average Wait Time For Live Chat Is Only 46 Seconds

The Comm100 benchmark report shows that the average wait time for live chat is 46 seconds or less. This is a significant factor in why live chats lead to higher revenue per hour and greater conversions. Compared to how long it takes to resolve a query on the phone, 46 seconds is dramatically shorter and far more effective for the customer. It may even increase customer loyalty as it values and saves the customer’s time.

90% Of Customers Receive An Immediate Response To A Sales Query

Business2Community shares that nine in ten customers expect an immediate response to a query. When you compare the response times from the best chat solutions over waiting in a queue on the phone, it’s easy to see why live chat solutions have consistently high satisfaction scores.

A Third Of Users Share A Positive Live Chat Experience With Friends

G2 reveals that nearly a third of customers share a positive live chat experience with friends. A positive live chat experience can help you increase your customer base through referrals and word of mouth. Most customers will shop with brands they get a referral from, so this figure indicates the potential of live chat in increasing your customer base.

Customer Retention Improves By 5% With Live Chat

SaaSworthy highlights that businesses that use live chat have a 5% better retention rate than businesses that do not. A swift response from a live chat service ensures that customers' queries are resolved quickly and effectively, increasing the chances of user satisfaction and their return for future purchases.

50% Of Customers Use Live Chat Because It Helps Them Multitask

Kobe Digital shares that over 50% of customers use live chat because it helps them multitask. In today’s increasingly busy world, users appreciate the chance to complete daily tasks while receiving online support from customer support specialists. Time-poor customers prefer live chat because it decreases their time on hold, increasing the opportunity to multitask while customer support solves their problems.

83% Of Customers Would Switch Providers If They Had Better Live Customer Service

Businesswire reveals that over 80% of customers would switch providers if a competitor offered better live customer service. Many individuals are unsatisfied with long wait times or solely using AI chatbots, so an online chat service has a significant promise of tempting customers over their competitors. This is especially likely when customers enter the renewal period for a particular good or service and find it challenging to cancel over the phone.

Live Chat Enhances Your Customer Service Support

Live chat offers significant benefits for your business, as shown by live chat statistics supporting how it helps users get swift responses to their queries, multitask, and answer essential questions they must resolve before purchasing. Businesses using live chat result in higher revenue, greater conversion rates, and increased consumer spending, all while increasing customer loyalty, business trust, and referral rates.

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