30+ Live Chat Statistics You Must Know in 2024

Some conversations can’t wait.The live chat movement, made possible by live chat software, helps create new opportunities by initiating dialogue with website visitors. This can translate to in-the-moment sales or upsells and stronger client relationships, in addition to the speedy resolution of issues that previously took tedious amounts of time.

Do we dabble in live chat here at G2? You bet your booper.

The rise of live chat goes hand in hand with that of social networking platfroms. Both are empowering businesses to engage with customers and prospects from anywhere, at any time. Live chat — paired with the emergence of chatbots software, which further automates digital conversations — is fast becoming a standard feature of business websites, regardless of industry.
 
Studies show that phone, and even email, support are on the decline. The speed and convenience of live chat is only fitting for the swiping, scrolling times we inhabit. It also caters to our realistic schedules (read: all over the place). The benefits are manifold for all parties involved. And until the next big breakthrough in customer service, live chat is expected to be the status quo for years to come.

Don’t just take our word for it. We’ve compiled some impressive statistics on the matter, which should serve as evidence of the space’s mass appeal and forward trajectory.

General live chat statistics

Live chat is crucial for businesses as it provides a smooth way to handle inquiries, solve problems, and support customers. Understanding these statistics is vital for businesses to grasp its value and adjust strategies accordingly

• Incorporating live chat into your website can boost conversions by 12%.
• The majority of issues on live chat are resolved within 42 seconds.
• Live chat is utilized more for sales purposes by companies compared to customer support.
• Live chat is projected to experience a growth of up to 87% in the next 12-18 months.
•  Live chat is widely adopted by B2B businesses, with 61% offering this feature, while only 33% of B2C businesses do.
• A significant 79% of businesses acknowledge that providing live chat features has positively affected their sales, revenue, and customer loyalty.
• Utilizing live chat results in a 48% surge in revenue per chat hour and a 40% increase in conversion rate.

Live chat statistics on customer preferences

Live chat allows customers to interact with businesses in real-time, seeking assistance, making inquiries, or providing feedback conveniently. However, understanding customer preferences in live chat usage is paramount for businesses striving to enhance their customer experience.

•  About two-thirds (66%) of customers anticipate receiving an instant response to their inquiries.
•  For 42% of customers, real-time online chat is their preferred mode of communication.
• Nearly a third (29%) of customers find scripted live chat experiences to be the most bothersome.
• Thirty-eight percent (38%) of consumers are more inclined to make a purchase from a company that offers live chat support.
• Over 30% of customers anticipate finding live chat functionality on your website.
• High-quality support is valued by 95% of customers over quick responses in live chat interactions.
• Similarly, 95% of individuals express a preference for slower support if it guarantees a higher quality of assistance.

Live chat statistics on team operational efficiency

In today's fast-paced digital landscape, businesses are constantly seeking ways to enhance operational efficiency and improve customer satisfaction.The statistics below provide valuable insights into how effectively teams are utilizing live chat as a communication channel. From response times to customer satisfaction ratings, these metrics offer a glimpse into the efficiency and effectiveness of a business's customer support operations.

• The projected value of the chatbot market is set to soar to $1.25 billion by 2025, a substantial increase from $190.8 million in 2016, representing a compound annual growth rate of 24.3%. (Forbes, 2019)
• Engaging in online chat with a human agent offers the fastest problem-solving solutions.
• 1  in 5 customers is willing to discontinue using a product or service due to slow response times via online chat.
• Customer satisfaction peaks at 84.7% when the initial response time falls within the range of 5 to 10 seconds.
• The average duration of a live chat queue is 5 minutes and 57 seconds.
• Approximately 28.1% of customers abandon chat queues.
• Seventy-three percent of customers emphasize that companies valuing their time is the most crucial aspect for providing satisfactory customer service.
•  Companies boasting satisfaction ratings exceeding 90% tend to have longer live chat durations, averaging at 11 minutes and 47 seconds.

Live chat statistics on customer satisfaction

Businesses rely heavily on live chat as a means to connect with their customers in real-time. Understanding how effectively live chat performs can make or break customer satisfaction levels. By delving into these numbers, businesses can uncover insights into customer preferences, pain points, and service efficiency. 

• A significant 86% of live chat tickets conclude with a satisfied customer.
• Nearly a third (29%) of customers report sharing a positive live chat experience with friends.
• Fifty-one percent of customers appreciate live chats because they allow for multitasking.
• Organizations achieving a customer satisfaction score of 90% or higher maintained an average wait time of 46 seconds.
• Live chat boasts the second-highest customer satisfaction ratings at 85%, trailing just behind phone support at 91%.

Live chat statistics on demographic usage 

Live chat has become an integral part of customer service for businesses worldwide. Thes statistcs provide key statistics that shed light on who is using live chat and why it matters for businesses.

• 63% of millennials prefer to have their basic customer support questions answered by chat versus traditional channels.
• While people aged 18-34 are most likely to report having used live chat many times, 32.9% of people aged 35-54 and 22.3% of people age 55+ report having used live chat for support a few times.
• 43% of companies said they had a better understanding of their customers within a year of using live chat.

Live chat statistics on AI and chatbot usage

One such tool gaining prominence is live chat, often powered by chatbots. These virtual assistants offer real-time support, answering queries, and guiding users through various processes. Understanding the statistics behind chatbot usage is crucial for businesses looking to stay ahead in the competitive market landscape.

• 53% of businesses that use chat technology are able to resolve problems in just one interaction.
• Live chats that are fully handled by chatbots receive slightly higher satisfaction ratings (87.58%) than those that have to be transferred to a live support agent (85.8%).

Some conversations can't wait!

Live chat is an unstoppable force in the customer support game, whether you run a gift shop or an insurance office, or fall anywhere in between. But there is more to customer service than simply popping a chat window in the corner of your homepage.

There is an art to grabbing your customers’ attention at the right time and with the right message, following through with the optimal playbook, and also staying out of the way of the user experience. But once you refine your technique, your chat window will become an indispensable part of your business.

Need help setting up live chat for your business? Partner with a managed live chat provider for seamless assistance.