25+ Live Chat Statistics 2023: What Is The Average Chat Time?

1. Around 85 percent of organizations are predicted to use live chat support by 2022.

Despite the fact that it has been available for a long time, web chat customer support has only recently acquired traction. Digitalization is a typical driver of this expansion, with many organizations implementing technologies to automate their functions and increase efficiency.

Simultaneously, customer expectations are rising, and firms must respond to them. Customers that are more tech-savvy are more accustomed to messaging systems these days, and studies show that 79 percent prefer live chat since it provides instant service. (Software Advice)

2. Approximately 60% of clients want a timely response from customer service.

According to live chat data, many customers demand a maximum 10-minute response or support after contacting customer service. According to the survey respondents, 46 percent of customers value the same priority when interacting with the marketing staff. When customers contact the sales department, the percentage of ‘impatient’ clients is the highest—62 percent. (Hubspot)

3. Around 35% of firms believe that client preferences favor live chat.

There is an odd disconnect between what businesses believe their consumers seek & what consumers actually want. Just 35 percent of business owners think about offering online chat customer care.

On the other front, firms are adding more and more staff to their call centers with call operators, as 42 percent of companies believe this is what customers prefer. Another 14% believe clients prefer to contact via email, and 9% believe the same about social media. (Kayakoo)

4. Approximately 63 percent of customers who spend $250-500 per month on the internet will most likely buy from businesses that offer live chat.

They’re also much more likely to stick with this business. Furthermore, according to live chat sales figures, 51 percent of buyers will likely buy again from a firm with a live chat.

In comparison, 38% of customers are more likely to make their maiden purchase on a website that has a chat widget. As a result, 79 percent of businesses say that having this option has improved their sales, revenues, and even client relationships (Kayakoo)

5. For shoppers aged 18 to 49, live chat is the most popular service option.

Indeed, 36.5 percent of women aged 18 to 29 in the United States have utilized it at least one time. Another 37.5 percent of individuals aged 30 to 39 had used it several times.

Despite this, only 62 percent of retailers used it on desktop sites in 2019 and only 55 percent on mobile sites.

According to Gartner, there are some shining instances of online messaging customer service. Home Depot is one of them, with Apple Business Chat enabling its SMS service. (eMarketer, Gartner)

6. With a satisfaction percentage of 94.11 percent, Mexico has the best live chat satisfaction rate.

In addition, it has one of the lengthiest talk durations (21 mins & 12 secs). Canada and Australia aren’t far behind, according to live chat client satisfaction figures. Customers in the United States are satisfied at roughly 88.36 percent, whereas customers in Australia are satisfied at 93.59 percent.

Between 10 a.m. to 3 p.m. is the most preferred time to chat. As a result, 50 percent of overall live chat exchanges take place at this time. (According to Performance Magazine)

7. Chatter engagement is 1.7 percent on the desktop and 1.4 percent on mobile.

In fact, computer users will purchase 14 percent of the time on average, compared to 7 percent for mobile chatters. Apart from that, their online chat customer care interaction is far greater on the desktop. When compared to mobile non-chatters, smartphone chatters are 6.1 times more inclined to convert. (Upscope)

8. In 2018, mobile devices accounted for 51.68 percent of all chat enquiries.

According to live chat support statistics, this is a high increase of 7.9% year over year. To give you a better idea, we’re speaking about 23 million talks. This reflects a widespread change in the primary driver of live chat usage from desktop to mobile (or in general).

The most popular clients of the live chat via their smartphones were clients of recreational & consumer services. In 2018, the first category had 72 percent mobile usage, while the second had roughly 70 percent. The transportation business has the lowest percentage (19 percent ). (Comm100)

9. Approximately 2% of customers engage in proactive live chat.

When you consider that responsive chat engagement levels are greater, this isn’t much (up to 7.8 percent ). Despite the enormous prospects for customers with proactive chat recommendations, they don’t seem keen to participate.

In a reactive chat, the typical live chat reply time for answering consumers’ questions is 23 seconds. Calculating the time for proactive discussion is more difficult. (Fair Trade Outsourcing)

10. Live chat is the most preferred method of interaction with a firm, according to 73 percent of customers.

When compared to phone and email, 73 percent of clients were satisfied with live chat. In contrast, 51% were satisfied with their company’s email communication. Similarly, 44 percent felt exactly the same way about phone interactions with the company.

Meanwhile, live chat interaction statistics show that 42 percent of customers prefer this technique of submitting contact information, making it the most effective lead-generation strategy. (Invesp)

11. The main reason 79 percent of clients select live chat is for a quick response to their inquiries.

We can validate this by glancing at the live chat performance figures. This isn’t the only reason, though. For 51% of customers, multitasking is critical. Another 46% believe it is the most effective method of communication.

Next, 29% believe that information obtained in this manner is more accurate. While 22% dislike chatting on the phone, 21% can converse on the phone while at work. Lastly, as per live chat statistics, 15% of people thought the insight they acquired was more than if they had called. (Invesp)

12. Live chat is useful for sales, but it is also used by 29% of marketers to boost product awareness.

Customer service via live chat encompasses the full customer journey. According to a survey, it is employed for marketing awareness in 29% of cases. In 39 percent of situations, conversion to possible leads occurs next. Around 32% choose early involvement and 24% choose mid-stage engagement.

Finally, it’s a tool for completing deals in 18% of situations, while after-sales support is provided in 39% of cases. (AMA)

13. Millennials are 20 percent more likely than baby boomers to use live chat.

Additionally, this age group is the largest and fastest-growing customer sector. As a result, they are the people who utilize it the most, stating convenience as the primary reason.

According to the most recent live chat statistics, 63 percent of millennials prefer live chat to conventional forms of customer service for answering their inquiries. (ICMI)

14. 36 percent of Gen Z shoppers would contact customer care via live chat.

They will also be more inclined to use live chat customer service or Whatsapp via video. Apparently, 61 percent of clients under the age of 24 would intentionally avoid calling companies for help. (Agent in Charge)

15. Live chat users account for 61% of B2B users.

This is surprising given that B2C consumers make up a larger segment of the market. According to live chat adoption data, B2B has nearly twice the base of B2C. Customers have a 33 percent adoption rate for B2C. Furthermore, B2G accounts for 2% of live chat users, while non-profit accounts for 5%. (Zoho)

16. By 2023, the worldwide live chat industry is expected to be worth $987.3 million.

During this time, the market will grow at a rate of 7.3 percent. As the customer-centric strategy gains traction, online chat customer support is becoming more prominent. Companies can obtain information about customer preferences in this way, which can help them increase sales and conversion rates.

As a result, the need for live chat software services is increasing. Customers’ real-time communication needs will keep driving this expansion and expand the opportunities for the live chat business.(Value Research Based on Knowledge)