25 Live Chat Statistics for 2021 (Backed by Unique Research) (2023)

Post summary:

  • A new breed of B2B buyer is forcing companies to change how they communicate with them. The most challenging of all is that these buyers wants to communicate with you in real time. But, how?
  • One of the most effective ways to “chat” with prospects and customers is to meet them in a channel they most prefer. Today, that isdigitallyand on your website via live chat.
  • We share 25 live chat statistics – including our own unique research - that shows you how live chat can generate leads, increase sales and improve the overall customer experience.

Live chat used to be a “nice to have”.

In addition to phone and email, it was seen as an optional customer service offering.

But lately, things have changed.

A new breed of B2B buyer is forcing companies to adapt and digitally transform their business in order to meet their growing expectations. So, you'd better be ready to meet them!

There are several ways to do this, but the easiest way is to simply listen to what your customers want. And what they want is live chat.

Today, more than 41% of customers expect live chat on your website.

For customers that visit your website on a mobile device, this number is as high as 50%.

Therefore, if you don’t offer live chat on your website, then you’re essentially ignoring your customers.

And that’s the fastest way to lose business!

The good news is that companies that do use chat to communicate with their customers see numerous benefits, including increased sales, satisfaction and service.

Since launchingSuperOffice Chat in 2017, we've helped thousands of companies use chat to communicate with their customers.It's also given us access to data and insight on how business and consumers rate, feel and respond to live chat tools.

So, let’s take a closer look aswe uncover 25 live chat statistics for you.

And unlike other lists,these live chat statsare alwayskept up to date.

Let's begin.

Customers prefer live chat over any other contact channel

Although it’s been around since the 1970’s, live chat’s popularity is growing. And fast.

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In fact, live chat is expected to continue to grow by as much as 87% in the next 12-18 months.

(In some industries, chat growth has increased by as much as 150%).

The reason for this increased adoption is because more than half of all customers prefer to chat with someone in real-time and online, rather than call a company for support.

This type of instant communication has changed the way companies interact with their customers.

But, it’s not just phone support that’s losing out to live chat – it’s other digital channels too!

J.D. Power found that live chat has become the leading digital contact method for online customers, as a staggering 42% of customers prefer live chat compared to just 23% for email, and 16% for social media or forums.

Live chat has become the leading digital contact method for online customers,as a staggering 46% of customers prefer live chatcompared to just 29% for email, and 16% forsocial media.

25 Live Chat Statistics for 2021 (Backed by Unique Research) (1)

If a customer has a question, they are now more likely to visit your website and try to engage with a member of your team via live chat.

However, our own research found that only 9% of companies use live chat on their website. By allowing your customers to speak with you in real time through live chat, not only are you meeting their growing demands, but you also gain a competitive advantage.

Another benefit for using chat is that you can respond to multiple customers at once. For phone and email support, you can only respond to one customer at a time, but with live chat, you can respond to as many as 6 customers at once!

Companies that use live chat increase revenue

If you’re looking for a new way to grow your business, then live chat could be your answer. In fact, just by having live chat available on your website can have a significant impact on sales.

According to CrazyEgg 38% of consumers are more likely to buy from a company if they offer live chat support. Plus, chat is a great way to bring visitors back to your website, as Emarketer discovered that 63% of customers were more likely to return to a website that offers live chat.

Here’s the thing:

Even without anyone using chat, you can still increase revenue.

But, when your customers start to use chat during the purchase process, that’s when chat really makes an impact!

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For example:

  • Kayako reported that 79% of businesses said that implementing live chat resulted in increased customer loyalty, sales and revenue.
  • Goinflow noted that there wasa 3.84% increase in conversion rates, with a 6% overall lift in revenue.
  • ICMI found that website visitors that engage with your company via live chat are worth 4.5 times more than visitors that don’t.
  • Forrester noted that there was a 10% increase in the average order value when reviewing the sales from customers who engaged in a chat before making a purchase, than those that did not use chat.

That’s not all.

The same study uncovered that live chat leads to a 48% increase in revenue per chat hour and a 40% increase in conversion rate. It’s clear that live chat is providing companies with staggering results.

Adding to this, a study by AMAfound thatlive chat can be used effectively throughout the customer journey, including animprovement in:

  • Marketing awareness (+29%)
  • Early stage sales development (+32%)
  • Post-sales customer support (+39%)

All of which leads to an increase in revenue!

Implementing live chat couldn’t be easier. All you need to do is copy and paste a line of code onto your website (your web developer can do this too), and you can be up and running in minutes.

That’s right. You could be increasing sales and helping B2B buyers in the time it takes to boil the kettle!

Provide real-time customer support with live chat

One of the most popular ways to use live chat is for customer support.

The main benefit is that it allows your customers to get an instant response to the questions they need answering.

So, it’s not surprising that 79% of customers say they prefer live chat purely because of the immediacy it offers compared to other channels.

However, the speed of response is incredibly important.

Forrester's Raising the Bar report found that 1 in 5 customers are willing to stop using a product or service for slow response times via online chat.

So, how quickly do customers get their questions answeredthrough chat?

Well, the average response time for emails is 12hours.

For social media, it’s 10 hours.

By using live chat, your customers can get answers to their questions in two minutes.

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25 Live Chat Statistics for 2021 (Backed by Unique Research) (2)

If you respond, that is.

In our study of 1,000 websites, we found that 21% of all live chat requests were ignored.

Not only does this deliver a poor customer experience, but it is not in line with customer expectations.

You can’t respond quickly to customers if you don’t respond at all.

For companies that do use live chat, what you should do is treat it as you would a phone call and never let a chat go unanswered. If you are not available, provide an option for customers that allows them to contact you by email, should they initiate a chat (a standard feature in most chat applications).

Using live chat to improve customer satisfaction rates

The good news is that if you do respond quickly, you will increase overall satisfaction rates.

Comm100 discovered that 82% of customers were satisfied with their live chat experience, compared to just 61% of email users and a worrying 44% of phone users.

25 Live Chat Statistics for 2021 (Backed by Unique Research) (3)

Quick responses mean happy customers and a reduced burden on your customer success team.

And the reason behind this is simple – your customers hate waiting!

In fact, it’s one of the main reasons why they stop doing business with you.

So, if you want to improve customer satisfaction rates, you need to respond quickly to live chat requests.

Unfortunately, most companies don’t.

The average wait time, in terms of how long it takes for a company to acknowledge a live chat message is 2 minutes and 40 seconds. That’s almost as long as average wait times for phone support.

25 Live Chat Statistics for 2021 (Backed by Unique Research) (4)

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To keep your customers happy, create alerts so that a chat is automatically assigned to a free agent if unanswered within 30 seconds. You can also set expectations by including a message upfront (“We normally respond to chats within one minute”) before the chat begins, so that the customers are not kept waiting.

The fastest response time for a chat during our study was 7 (!) seconds. That’s the real-time service that your customers expect. And when you can deliver on their expectations, they will remain happy customers for a very long time.

Oneway to improve customer satisfaction is to send a follow up email after the chat has ended that includes a transcript of the chat session.

Our own study found that only 55% of companies actually send a copy of the chat session by email.

Anotherway to improve satisfaction rates is to ask for feedback from customers and the best time to do this is after the chat has ended – allowing the customer to give immediate feedback based on their experience.

Today, 45% of companies that use chat do not ask for feedback and have no way of knowing how well they serve their customers.

This voice of customer data can be extremely powerful. Positive feedback means you’re doing things right, but any passive or negative comments you receive should be addressed to improve your handling of chat with a customer.

Conclusion

Live chat isnow a “must have” communication tool for any business.

As adoption rates for the companies that use chat continue to grow, it’s only a matter of time before all of your competitors are using it.

By harnessing the power of live chat, you could be:

  • Increasing sales and revenue
  • Providing faster customer support
  • Delivering a better customer experience

Considering that live chat is one of, if not, the fasted customer communication tools to implement, there’s no reason why you shouldn’t be using it to talk directly to your customers.

If you’re not using live chat already, then now is a good time to start!

How do you use live chat in your business?

Are there any live chat statistics we forgot to include?

Let me know by leaving a quick comment below.

P.S. Enjoy this post? You can share it on Twitter here!

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FAQs

How effective are live chats? ›

Live chat helps with customer acquisition and onboarding

According to Forrester, consumers who use chat are 2.8 times more likely to convert than those who don't.

Do customers prefer live chat? ›

Not only is live chat the preferred agent-assisted channel when it comes to reducing costs, but for customers – 79% in fact – live chat is their go-to tool for solving issues.

Does live chat increase conversion rate? ›

Adding a live chat feature on a website will typically lead to a 20% increase in conversion rates.

How many chats can an agent handle per hour? ›

An agent without prior chat experience can take only 1-2 active chats simultaneously, while an experienced agent can easily take 4-6 chats. If all your agents are new to chat you may need to lower the number of simultaneous chats they are expected to take. This can impact your staffing considerations.

What are the benefits of chats in communication? ›

Texting, chatting and online messaging can be used for much more than simply communicating with your friends. Online communication can help young people build and develop social skills and gives them a platform to share their skills and help each other out.

What is the disadvantage of live chat? ›

As with everything in business, there are also potential downsides to utilising live chat: Long Wait Times Annoy Customers – With an instant messaging service comes the expectancy of immediate response. If you don't respond to queries fast enough, customer satisfaction can fall substantially.

What percentage of website visitors use chat? ›

Today, more than 41% of customers expect live chat on your website. For customers that visit your website on a mobile device, this number is as high as 50%. Therefore, if you don't offer live chat on your website, then you're essentially ignoring your customers. And that's the fastest way to lose business!

What is the difference between live chat and chatbot? ›

Live chat offers human-to-human communication and adds empathy to support conversations, while chatbots elevate the support experience by offering instant answers and automating responses to support queries. Live chat and chatbots work together to provide a high-quality customer support experience to your customer.

What is the average chat time? ›

Live Chat Performance Benchmark: Average chat time is 10 minutes.

Does live chat help with SEO? ›

Can Having a Live Chat Increase Your Website SEO ranking? Yes, online chat can increase your website ranking, but it is not a stand alone answer. You must work and use web chat in such away that it will drive traffic to your website and also increase your website ranking.

How an Organisation can convert leads from live chats? ›

Analyze Live Chat Data

Another way that you can generate leads with your live chat software is by analyzing your live chat data. By monitoring visitor behavior, you can deliver more personalized services, and offer discounts that will make your leads more likely to convert into customers.

What is the main purpose of chatting with leads prospects on a company's website? ›

Convert website visitors into leads

Live chat is a great option to maximize leads and optimize business return on investment (RoI). It helps in acquiring more leads and of course generate more sales. Online chat tools improve the response time of the website visitors and improve the chances of sales.

How is live chat concurrency calculated? ›

Concurrency = Customer AHT/ Agent AHT

Agent AHT = length of time handling the exact chat + time in WRAP.

How do you forecast chat? ›

When building a forecast for chat, you start out the same way as with calls. You should look at your historical volume to project the expected future volume. This includes looking at year over year growth, seasonality and any new trends that need to be included.

What is the ideal chat concurrency? ›

For example, handling technical support chats or taking escalations from angry customers. In this case, enabling too many concurrent chat sessions increases the complexity for your agents further. As a starting point, we recommend a maximum of three concurrent chats per (skilled) agent.

What is the difference between chat and texting? ›

RCS, also known as Chat, is an enhanced messaging experience on Android devices that is an upgrade to simple text/SMS and is similar to iMessage or WhatsApp. Chat is enabled by Google's Android platform and is accessible using either Google's Android Messages app or Samsung's Messages app.

What are advantages and disadvantages of online chatting? ›

Advantages & Disadvantages of Chatting on the Internet
  • Expense. You can find it less expensive to chat over the Internet than to make a long distance call. ...
  • Multitasking. You can complete other tasks while chatting over the Internet. ...
  • Time Management. ...
  • Communication Barriers. ...
  • Dangers.

What are the types of chat? ›

Following are the most common type of chatting:
  • Instant Messaging: It is the most common way of chatting. ...
  • Internet Relay Chat: It is known as IRC. ...
  • ICQ: It is known as I seek you. ...
  • Voice Chatting: We can chat not only with text but also with sounds as well.
7 Dec 2021

What are three negative consequences of using chat rooms? ›

Chat Rooms Cons
  • You can't be sure other people are being honest or that they are who they say they are.
  • If you are feeling vulnerable, people online might try to take advantage of you.
  • Building relationships online can result in your spending less time with friends and family.
5 Oct 2022

Why is voice support better than chat? ›

Personal connection. Live chat responses are usually much faster than phone support. However, when it comes to sensitive information like billing details, clients prefer being able to speak with human customer service representatives on the phone, rather than typing their concerns.

What are the disadvantages of a online interaction? ›

The Disadvantages of Online Communication
  • Security Threats. Communicating online means you'll often be sharing personal information. ...
  • Connectivity Issues. Unlike having a face-to-face conversation, communicating online requires you to have Internet access. ...
  • Misinterpretation. ...
  • Interpersonal Skills.

Do customers prefer chat or phone? ›

Some customers just want to call you, while others prefer email or even social media. Over the last few years, though, live chat has consistently been the top support channel of choice, with 41% of consumers preferring live chat support over any other channel.

How many businesses use Chatbots? ›

23% of customer service companies are currently using AI chatbots. 80% of people have interacted with a chatbot at some point. There are more than 300,000 chatbots in operation on Facebook Messenger alone. Online retail stores have the highest rates of chatbot acceptance.

What is chat and phone support? ›

Phone support offers customers personalized CX and lets them more easily explain complex problems, whereas live chat gives customers quick answers to simple questions and guides them toward a purchase.

What are the financial benefits of chatbots? ›

Reduction in support cost – Financial chatbots can help businesses reduce customer service costs by up to 30% and that's why the finance industry can use them for the speedy resolution of issues without support staff.

How do you tell if you're talking to a chatbot? ›

The most common way to tell if an account is fake is to check out the profile. The most rudimentary bots lack a photo, a link, or any bio. More sophisticated ones might use a photo stolen from the web, or an automatically generated account name. Using human language is still incredibly hard for machines.

What are chatbox services? ›

At the most basic level, a chatbot is a computer program that simulates and processes human conversation (either written or spoken), allowing humans to interact with digital devices as if they were communicating with a real person.

What is KPI in chat process? ›

Measuring key performance indicators (KPIs) helps companies continually improve their live chat function.

What are chat metrics? ›

The chats per day metric breaks down the total volume metric into how many conversations via chat you received each day of your business week. It helps you manage staffing volumes and understand when your customers or prospects are most active on your website.

What is the industry standard for chat response time? ›

There is no specific industry standard for chat response time, but the majority of online customers expect an immediate response. That's why most companies aim to respond to customer queries as quickly as possible. Many companies have target response times of under one minute for chat support.

How do I add live chat to my website? ›

How to Add Live Chat to a Website, Step by Step
  1. Step 1) Go to Website Chat > Customer Chat Widgets in MobileMonkey. ...
  2. Step 2) Give the chat widget a descriptive name. ...
  3. Step 3) Set the color of the chat widget. ...
  4. Step 4) Set up your welcome message. ...
  5. Step 5) Set up actions to the responses you receive from your initial question.
6 Mar 2020

Is live chat important for online businesses? ›

Live chat saves time

One of the best ways to grow a successful business is by maximizing productivity in the same amount of time. Live chat can help. The first thing to do is to analyze response times and time spent to resolve issues. Then, you'll see that live chat can help you cut back on these times significantly.

How can I improve my live chat service? ›

Let's look at the top 5 ways you can improve your company's live chat experience today.
  1. Set the right expectations.
  2. Cut first response time.
  3. Empower reps with context.
  4. Infuse live chat with your brand's touch.
  5. Ask for customer feedback.
  6. Boost your live chat experience today.

How many chats can you comfortably take on simultaneously? ›

Some suggest that an operator can handle 2-4 chats at the same time on an average while maintaining the quality of the conversation. However, some operators also manage 5-7 chats too. In short, it depends on the efficiency, experience, authority and technical expertise of the operator.

How do you measure concurrency? ›

Answer for How to Calculate Concurrency AHT

Average Handling Time is per chat. You look at the time that a chat started and the time when it was concluded. This gives you the duration. You then add together all of the durations and divide it by the number of chats.

What is Erlang C used for? ›

Erlang C is a traffic modeling formula, primarily used in call center scheduling to calculate delays and to predict waiting times for callers.

How do you build a call center forecasting model? ›

First, calculate the call volume for the whole year based on growth rates of the previous years. Calculate the average call volume in previous years for each day that you want to forecast this year. Divide the call volume of each day by the average annual call volume to determine the percentage of each day.

How do you forecast support volume? ›

Good forecasts start with an understanding of what you're trying to achieve and the fundamental dynamics of your support volume.
  1. Choose the right volume forecasting interval.
  2. Retrieve the right data.
  3. Take the simplest approach of averaging the past.
20 May 2022

How do you forecast volume for a ticket? ›

  1. A 3-step framework for forecasting customer service volume.
  2. 1) Calculate your transaction-to-ticket ratio.
  3. 2) Use your ratio to project ticket volume.
  4. 3) Estimate the number of agents needed based on past capacity.
  5. Turn customer service into revenue with HelpFlow.com and Gorgias.
12 Oct 2020

How many chats can an agent handle per hour? ›

An agent without prior chat experience can take only 1-2 active chats simultaneously, while an experienced agent can easily take 4-6 chats. If all your agents are new to chat you may need to lower the number of simultaneous chats they are expected to take. This can impact your staffing considerations.

What are the advantages and disadvantages of online chatting? ›

Advantages & Disadvantages of Chatting on the Internet
  • Expense. You can find it less expensive to chat over the Internet than to make a long distance call. ...
  • Multitasking. You can complete other tasks while chatting over the Internet. ...
  • Time Management. ...
  • Communication Barriers. ...
  • Dangers.

What is the difference between live chat and normal chat? ›

They both do this, but in very different ways: while live chats have few features like real-time chat, email, or bots, messaging apps bring together the communication channels most used by users, integrate them into their platform, and offer a communication solution in one place, metrics, configurations for sales team, ...

What is the difference between live chat and messaging? ›

Messaging works across channels (owned or third-party) and across devices. While live chat is typically located on a company's web site or in an app, a company with a holistic messaging solution can be contacted in that context and on social channels too — but it's all part of the same conversation.

Why is voice support better than chat? ›

Personal connection. Live chat responses are usually much faster than phone support. However, when it comes to sensitive information like billing details, clients prefer being able to speak with human customer service representatives on the phone, rather than typing their concerns.

What's the difference between Messenger and chat? ›

Instant Communication

Both communication channels offer instant communication with one difference. In live chats, you have to present during the chat. On the other hand, you can send a message to a customer in Messenger and then back to them later.

What are the types of chat? ›

Following are the most common type of chatting:
  • Instant Messaging: It is the most common way of chatting. ...
  • Internet Relay Chat: It is known as IRC. ...
  • ICQ: It is known as I seek you. ...
  • Voice Chatting: We can chat not only with text but also with sounds as well.
7 Dec 2021

Do chat rooms still exist 2022? ›

Chat Blink reflects what most chat rooms have become in 2022. There are very few active rooms, and the most active is adult chat. The most popular feature of chat blink is the “talk to strangers” feature, where users can choose one individual from a list to have a private conversation with.

Is live chat synchronous? ›

Synchronous messaging is a two-way mode of communication. This means that both conversation parties are chatting at the same time, or synchronously. For businesses, you see synchronous messaging in your live chat channel. The conversation unfolds in real-time — so you could think of it as the 'live' part of live chat.

What is chatbot and live chat? ›

Chatbots increase agent efficiency, provide speedy answers, and can even make product recommendations. However, live chat offers a more personalized approach to customer service, making buyers feel more valued and understood.

What is live chat feature? ›

Live chat is a software technology that allows customers to communicate with customer support representatives in real-time. Customers can chat with you on your website, instead of having to call or send an email. Live chat is completely browser-based and doesn't require users to download any software to start chatting.

Why does one of my contacts have a blue dot? ›

Chat enabled contacts are identified by a blue dot (bottom-right) on their Caller ID image. Once selected, the names of chat enabled participants appear in blue.

Is chatting and talking the same thing? ›

"Chat" is easy going informal conversation. "Speaking" is very close in meaning to talking but usually tends to be more formal and respectful.

Is Google messages the same as Google chat? ›

Video: Android Finally Has an Answer to iMessage Envy

The Chat features in Google's Messages app are not to be confused with the entirely separate Google Chat app on iOS and Android, which replaces Google Hangouts.

How can I improve my live chat service? ›

Let's look at the top 5 ways you can improve your company's live chat experience today.
  1. Set the right expectations.
  2. Cut first response time.
  3. Empower reps with context.
  4. Infuse live chat with your brand's touch.
  5. Ask for customer feedback.
  6. Boost your live chat experience today.

Which of the following are the advantages of online chat? ›

The 37 Advantages and Disadvantages of Live Chat
  • Faster support. ...
  • Real-time text preview. ...
  • Instant customer feedback. ...
  • Less drama. ...
  • Prevents agent fatigue. ...
  • No waiting queues. ...
  • Non-intrusive. ...
  • On-site.
6 Sept 2019

Why is live chat customer support important for business? ›

Live chat builds long-term relationships. For the sustainability of your business, building long-term relationships with customers is an absolute necessity, because it increases satisfaction and improves customer experience. Satisfied customers are less likely to switch to the competition.

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