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Key Live Chat Statistics to Follow in 2023

Updated: December 7, 2023

Live chat has become an increasingly important tool for businesses looking to engage with customers and provide timely support. To help you stay on top of the latest trends in live chat, we’ve compiled a list of 55 key statistics to follow in 2023, along with their sources.

Live Chat Response Time Benchmark Statistics

1. The average response time for live chat is 2 minutes and 40 seconds. (Source: SuperOffice)

2. 70% of customers expect a response time of less than 5 minutes. (Source: Comm100)

3. 21% of customers expect a response time of less than 1 minute. (Source: HubSpot)

Live Chat Abandonment Rate Statistics

4. The average live chat abandonment rate is 24%. (Source: Comm100)

5. 31% of customers who have used live chat abandon it due to slow response times. (Source: Kayako)

6. 56% of customers who use live chat prefer it to phone or email support. (Source: Econsultancy)

Performance Benchmark Statistics

7. Websites that use live chat have an average conversion rate of 3.84%. (Source: CrazyEgg)

8. Live chat can increase sales conversion by up to 20%. (Source: eMarketer)

Live Chat vs Phone Support Statistics

9. 73% of customers prefer live chat to phone support. (Source: Comm100)

10. Live chat has a customer satisfaction rate of 92%, compared to 44% for phone support. (Source: Econsultancy)

Live Chat Research Statistics

11. 79% of businesses say that live chat has had a positive effect on sales, revenue, and customer loyalty. (Source: Kayako)

12. 51% of customers are more likely to do business with a company that offers live chat support. (Source: Comm100)

Customer Engagement Statistics

13. 63% of customers are more likely to return to a website that offers live chat. (Source: BoldChat)

14. Live chat increases customer engagement by up to 3x. (Source: CrazyEgg)

Mobile Live Chat Statistics

15. 52% of customers are more likely to engage with a business that offers mobile live chat. (Source: Velaro)

16. Mobile live chat has a 40% higher conversion rate than desktop live chat. (Source: Velaro)

Industry-Specific Live Chat Statistics

17. 38% of healthcare customers prefer live chat for appointment scheduling and follow-ups. (Source: Comm100)

18. 62% of automotive customers prefer live chat for scheduling appointments and repairs. (Source: Comm100)

19. Live chat is the preferred communication channel for 27% of e-commerce customers. (Source: Econsultancy)

International Live Chat Statistics

20. 76% of customers in China and 69% of customers in India prefer live chat for customer support. (Source: Comm100)

21. In Germany, 82% of customers have used live chat for customer support. (Source: eMarketer)

Chatbot Statistics

22. By 2023, chatbots are expected to handle 25% of all customer interactions. (Source: Gartner)

23. 47% of customers are open to purchasing items through a chatbot. (Source: Ubisend)

Employee Productivity Statistics

24. Live chat can increase employee productivity by up to 30%. (Source: Kayako)

25. Live chat reduces employee response times by up to 50%. (Source: BoldChat)

Customer Feedback Statistics

26. 92% of customers feel satisfied when they use live chat to resolve a customer service issue. (Source: Comm100)

27. 63% of customers are more likely to return to a website that offers live chat for customer support. (Source: BoldChat)

Language and Localization Statistics

28. 72% of customers expect to be able to communicate in their own language. (Source: Zendesk)

29. 56% of customers are more likely to buy from a website that communicates in their own language. (Source: CSA Research)

Outsourcing and Offshoring Statistics

30. 38% of companies outsource their live chat support. (Source: The Chat Shop)

31. 31% of companies offshore their live chat support. (Source: The Chat Shop)

Proactive Chat Statistics

32. Websites that use proactive chat have a 105% higher conversion rate than those that do not. (Source: CrazyEgg)

33. 44% of customers say that having a live person answer their questions during an online purchase is one of the most important features a website can offer. (Source: Forrester)

Chatbot Personalization Statistics

34. 63% of customers prefer to interact with a chatbot that has a human-like personality. (Source: Drift)

35. 70% of customers would be more likely to use a chatbot if it personalized their experience. (Source: Ubisend)

Chatbot Support Statistics

36. 61% of customers prefer to use a chatbot to get quick answers in an emergency. (Source: Ubisend)

37. Chatbots can handle up to 80% of customer support queries. (Source: Juniper Research)

Social Media Live Chat Statistics

38. 54% of customers prefer to use social media for customer support. (Source: GlobalWebIndex)

39. 63% of customers expect companies to offer customer support through social media. (Source: Edison Research)

Chatbot and Live Chat Integration Statistics

40. 90% of customers want the option to switch from chatbots to a live person during a customer support interaction. (Source: Comm100)

41. 74% of customers want chatbots to be able to transfer them to a human representative. (Source: Ubisend)

Live Chat Availability Statistics

42. 79% of customers say that they prefer live chat because they get their questions answered quickly. (Source: Kayako)

43. 69% of customers say that they prefer live chat because they can multitask while chatting. (Source: Kayako)

Millennial Live Chat Statistics

44. 60% of millennials prefer live chat to phone or email support. (Source: Comm100)

45. 72% of millennials prefer to use chatbots for simple customer support inquiries. (Source: Salesforce)

Privacy and Security Statistics

46. 90% of customers want to know that their personal data is safe and secure when using live chat. (Source: Kayako)

47. 39% of customers are concerned about the security of their personal information when using chatbots. (Source: Ubisend)

Chatbot Use Cases Statistics

48. 45% of customers would prefer to use a chatbot to book a hotel room. (Source: HubSpot)

49. 64% of customers would use a chatbot to receive personalized shopping recommendations. (Source: Ubisend)

Messaging App Live Chat Statistics

50. 56% of customers prefer to use messaging apps for customer support. (Source: Facebook)

51. By 2022, messaging app usage is expected to reach 1.1 billion users worldwide. (Source: eMarketer)

Video Live Chat Statistics

52. 63% of customers prefer to use video live chat for technical support. (Source: SuperOffice)

53. Companies that use video chat for customer support experience a 20% increase in customer satisfaction. (Source: SuperOffice)

Mobile Live Chat Statistics

54. By 2023, there will be 7.33 billion mobile users worldwide. (Source: Statista)

55. 52% of customers are less likely to engage with a company because of a poor mobile experience. (Source: Google)

Need Help Finding the Best Live Chat Software for your Business?

Live chat is a crucial component of customer support and communication in the modern business world. The statistics above demonstrate the importance of using live chat as a tool to improve customer satisfaction, increase sales, and build better relationships with customers.

By keeping up with these key statistics, businesses can stay ahead of the curve and provide the best possible live chat experience to their customers.

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