25+ Live Chat Statistics 2023: What Is The Average Chat Time?
Last Updated on: November 12, 2022 by Andy Thompson | Fact Checked
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In this post, we discuss Live Chat Statistics 2023
Customer behavior has shifted dramatically as a result of technological advancements. While it used to be enough to post your call center number and social network icons on your website, clients now expect real-time communication, and they expect it online more frequently than otherwise.
They will simply quit if you do not meet their requests. According to data, live chat has become a popular method of communication among customers.
However, in order to provide a high-quality experience for your audience, you must strike the correct balance and properly unlock the potential of technological breakthroughs. Here’s everything that you require to know about getting started.
In the United States, 69 percent of buyers want live chat options.
For customers aged 18 to 49, live chat is the most popular service option.
Around 73 percent of clients say live chat is the most convenient way to communicate with a business.
Millennials are 20 percent more likely than other generations to use live chat.
By 2023, the worldwide live chat industry is expected to be worth $987.3 million.
Clients who have used live chat spend approximately 60 percent more per transaction than those that don’t.
Conversion rates increase by 3.84 percent when using live chat.
When compared to phone support, live chat costs 15-33 percent less.
Metrics on Live Chat Adoption
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)
Conversion Statistics for Live Chat
Customers that utilize live chat pay up to 60 percent more for each purchase than customers who do not.
This occurs because customer service can promptly address customer problems and provide answers. Then, after a nice & interactive chat with real-time help, 38% of customers are more likely to purchase a product. (Software Suggestions)
18. Approximately 57 percent of buyers would abandon an online transaction if their questions were not answered.
Webchat customer care is critical to keeping your customers and completing their orders. More than half of clients will abandon their purchasing basket if they do not receive prompt responses.
On the other hand, 63 percent of customers indicated they would happily revisit an eCommerce store that included a live chat feature. (Acquire)
19. Conversion rates increase by 3.84 percent when using live chat.
According to data, the key reason for this is the ability to incorporate some live chat marketing methods. Companies can receive leads for a fraction of the price of doing so on a regular basis.
Sales teams can swoop in and turn leads into customers after the initial engagement between the chat agent and the visitor. Furthermore, some businesses have incorporated customer relationship management tools in place to assist representatives. (Software Suggestions)
20. Virgin Airlines increased conversion rates by 23 percent after implementing live chat.
According to the company’s live chat performance metrics, chat converts consumers at 3.5 times the rate of individuals who do not use the product. However, there is one point worth highlighting.
Virgin uses this chat to secure additional income and increase average order value rather than using it at the conclusion of the sales funnel. For example, since the company began utilizing live chat, AOV has improved by 15% for those consumers who utilize it against those who don’t. (360° of Digital Commerce)
21. After integrating live chat, Intuit’s conversion rates increased by a whopping 190 percent.
The vendor of QuickBooks and Mint didn’t stop there. Once the chat widget was put on the item comparison page, their sales increased by an astonishing 211 percent.
The addition of a chat widget raised the typical order amount at the checkout page by 43 percent, according to live chat statistics. (Monster Template)
22. Rescue Spa increased revenue by 286 percent after implementing live chat.
Rescue Spa is a Philadelphia-based boutique spa that specializes in upmarket beauty products and services. The corporation went to the online world at one time and chose to build an eCommerce platform.
They added a new site vendor, improved the checkout procedure, and made the live chat option available. The average annual revenue growth after that was 175 percent. This is just more evidence that businesses that offer live chat support get greater sales and conversion rates. (Sherpa of Marketing)
Customer Satisfaction Metrics of Live Chat
23. Frustration is expressed by 38 percent of clients due to a poor live chat experience.
The lack of live chat help, being removed from the conversation, or the need to fill in a form to begin the chat are the most common causes of annoyance.
Around 29% of customers find written responses the most irritating, while 24% are upset by excessive wait times. Then, if respondents have to repeat themselves, 9% become frustrated. (Kayakoo)
24. According to live chat statistics, the maximum wait time for a live chat answer is 9 minutes.
Just consider this customer’s annoyance. One of the causes a consumer ceases being a consumer of a particular organization is because of high wait times. Response times for live chat are crucial in the consumer journey.
The average wait time is 2 mins & 40 secs from the time the consumer initiates the chat. Some agents are able to answer during the first thirty seconds, but not everyone is. Meanwhile, the fastest response time was seven seconds. (Super Office)
25. Only 25.21 percent of businesses respond to live chat queries.
This is a significant number, and it warrants customers’ skepticism. According to live chat data, the typical wait time for a response is 2 mins and 40 seconds for those who are answered.
Furthermore, 55% of businesses do not provide transcripts or ask for customer comments after the conversation has ended (45 percent ). Another 23% do not even request contact information before starting a discussion. (Super Office)
26. In a live chat, over 69 percent of companies use canned messages.
Despite customers’ desire for real-time connection and answers to their issues, they may not always receive the “personal touch.” Despite the distinctiveness that agents bring to the job, according to Jeff Epstein, VP of Product Marketing & Communication at Comm100, they don’t come up with answers fresh every time. All of their comments become increasingly automated & sound pre-recorded after a period. (Forbes)
Stats on Live Chat vs Phone Support
27. Handling live chat costs less than half as much as handling phone calls.
Based on the experience of organizations with live chat help who previously relied primarily on phone models, this method is far less expensive. Not to add the convenience of using live chat.
In legacy call centers, for example, agents can only respond to a single email or call at a time. An operator can interact with up to six distinct discussions at the same time in customer care with a live chat function. Call center support on the phone, as per some estimates, costs $12 each call, as opposed to $5 for a live chat. (Administration)
28. By implementing live chat, Magellan GPS was able to reduce phone call costs by 55.8% between 2013 and 2015.
According to live chat statistics, the company’s contact center spending declined from $1.5 million to $840,000 between 2013 and 2014. Since using a Velaro live chat system, this has decreased by 43% in just one year. It decreased by 22% to $650,000 between 2014 and 2015.
The majority of incoming support requests were redirected to live chat, rendering the phone obsolete. As a result, phone support dropped from 66.9 percent to 33.1 percent. (Velaro)
FAQ On Live Chat Statistics
Is live chat preferred by customers?
Customers have such a clear inclination for interacting with a live person. Someone who will not respond in a robotic manner. As a result, live chat is typically the first place they go when they need help. According to statistics from live chat support, 41% choose this choice since they will obtain a solution to their problem quickly. With 32 percent, a phone call comes in second, followed by email with 23 percent, and social platforms with 3 percent.
Does live chat help you sell more?
According to one study, buyers who contact the company via live chat spend 60% more each basket than the others. In fact, engaging a live chat representative increases the likelihood of a customer purchasing a product by 2.8. According to one survey, 38% of clients placed a purchase after a pleasant interaction with a live chat employee. As per the survey, 44 percent of consumers believe that the best feature of a website is the ability to get real-time solutions to their questions. It may possibly result in a 20% increase in conversion rates.
Customers choose live chat for a variety of reasons.
As per live chat analytics, there are numerous reasons why customers choose live chat, the most notable of which is the response time. Some people prefer it since it allows them to multitask, while others think the information is more accurate than information obtained over the phone.
It goes without saying that live chat has proven an indispensable aspect of any customer-facing company. Live chat statistics show that your competitors will soon embrace this service, based on current adoption rates.
You should, too, unless you really want to fall behind. Furthermore, as many businesses transition to an online business model, customer expectations are rising. To reach your business objectives and strengthen customer relationships, support must be constant and always available.
Andy Thompson has been a freelance writer for a long while. She is a senior SEO and content marketing analyst at Digiexe, a digital marketing agency specializing in content and data-driven SEO. She has more than seven years of experience in digital marketing & affiliate marketing too. She likes sharing her knowledge in a wide range of domains ranging from e-commerce, startups, social media marketing, making money online, affiliate marketing to human capital management, and much more. She has been writing for several authoritative SEO, Make Money Online & digital marketing blogs like ImageStation.