Everyone is welcome. Keep scrolling. 

Roosevelt was correct. This is true for customer service. Thanks to technological advances, we can get almost anything in 24 hours.

Customers love Live Chat

It’s no longer acceptable for customers to wait on hold or email for a response. They can chat live and receive the help they need in minutes. It’s a great way to communicate with customers. Here’s proof.

• Inc. According to the Power Of Live Chat article, 44% of respondents believe that live chat should be an integral part of websites.

• Another study on live chat revealed that 60% of young consumers (aged 18-34) “regularly use Chat for Customer Support.”

• According to Hubspot’s Customer Services Statistics, 90% of customers consider fast support important when using live chat.

• Chat is a great way for multitasking and reach out to companies via chat. This is why 51% of customers prefer live chat.

Surprised? Not Surprised.

Live chat is a common feature in businesses. 

The 2019 Live Chat Benchmark Report by Comm100 states that organizations are striving to exceed customer expectations.

• Approximately 85% of businesses plan to use live chat support by 2022. Software Advice 7 Get the latest live chat statistics from Software Advice

• Live chat support is projected to reach $987 million by 2023. 

• This table shows that 81% intend to invest in live chat support for customer support departments in the future.

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You are likely on the wrong path if you do not fall within the 85% range.

• 42% believe customers prefer to call support.
• 14% believe email is preferable to consumers.
• 9 Percent of businesses think that consumers prefer social media.

Mobile Live Chat Statistics 

Let’s have a look at mobile live chat statistics. Mobile traffic is more than half of all web traffic.

• Mobile chat engagement is higher (1.7%) than desktops (1.4%). Chatters on mobiles are still 6.1 times as likely to convert than non-chatters

• 62% of customers expect live chat to be available on mobile devices. Live Chat Statistics

• The guide to living chat shows that 51.68% of live chats were initiated via mobile devices.

Now we know why live chat matters and what it should do. Continue reading to find out what you should avoid.

• Support is not accessible, even though live chat appears open.
• Disconnecting during a live chat
• You have to put in the effort to start a live chat.

What happens when everything goes wrong? See the results of live chat that do not meet customer expectations.

• 38% of customers are frustrated by poor customer service via live chat.

• 29% of customers find scripted, impersonal responses frustrating.

• 38% Of businesses claim that scripted responses are the most frustrating for their customers.

• Nearly 50% of live chat customers rate long wait times as the worst part of their experience.

• 19% claim that customers find long wait times the most frustrating.

• According to the Zendesk Customer Experience Trends Report 2020, 70% believe that companies should collaborate to make information sharing easier.

• According to the same report, almost 70% of customers are annoyed when their calls are transferred between departments.

Live Chat Speed vs. Qty

Businesses strive to offer the best customer service possible. Speed doesn’t always equal quality.

It’s easy to see why customer satisfaction rates are lower if there is a shorter waiting time. Customers value quality support more than speed. A shorter wait time can in most cases affect the quality of service.

• 95% say they would prefer to get slower support if it was more quality.
• 47% of customers have not had a positive experience using live chat within the last month.

Live Chat allows you to make a new call

• Customers can contact you more easily with
• Cuts wait times for customers by up to 80%
• All ages
• Reduces your cost-per-interaction.

Let’s look at the statistics of live chat and phone support.

• Chat support costs approximately 15-33% less than phone support for businesses.

• Phone support for customers fell by 7% in 2021 

• 42% of customers prefer to chat over phone conversations, as they don’t have to wait for agents.

Statistics for Live Chat Conversion

High profit with great chat support is possible? A CERTIFIED NO!

• 63% of people who spend $250 to 500 each month online will buy from companies that provide live chat.

• According to the Global Service Report by Microsoft, 90% of Americans consider customer service when deciding whether or not to do business with a company.

• The same report shows that 58% of American consumers will likely switch businesses due to poor customer service.

• Nearly three-quarters of consumers believe great customer service is crucial to building brand loyalty.

• 78% of customers will return to a company when they receive excellent customer service.

• Customer service is a major factor in recommending a company. Customers who rate a company’s service as “good” are 38% more likely to recommend it.

• Hubspot has found that 93% of customers will make repeat purchases when they are treated well by companies.

• Live chat customers spend 60% more per order Chat Statistics from Software Advice

• 79% agree that live chat has had an impact on customer satisfaction, sales, and revenue.

• 51% of customers are more likely to buy again if they have access to live chat support.

• Customers are more likely to stay loyal to a live chat support option (52%). Statistics about Live Chat Software

• Live chat can help increase conversion rates for companies by 3.87%.
• Customers reported that 42.38% of them bought something because of a great chat session.

• Interactive Chat leads to 105% ROI

Support Services, and the Impact of the Pandemic

Let’s not forget about the elephant in the corner. The pandemic has dramatically changed the way businesses work.

This was initially due to changing customer behavior.

Customer services departments have had to revise their systems to meet the new requirements. 

• According to the Benchmark Snapshot by Zendesk, the pandemic resulted in 20% more support tickets.

• 64% of customers wanted a new channel to contact companies in 2020.

• Automation is being used 25% more often to solve problems since 2020

• Forbes’s article on the effects of the pandemic reveals that 74% of customers feel more compassionate due to the pandemic.

Before You Leave…

Chatbots and text messaging are vital features for every company, no matter their industry or size. This tool can be used to enhance customer service, customer happiness, and conversions.

Customers expect a 24-hour response from businesses as they move online. Live chats and real-time conversations can give your company new ways to better understand and serve customers.