![]() Takeaway: For instant support and answers, customers prefer to use live chat rather than other support channels. Others have started thinking of using one on their website too. Understanding the increasing demand for real-time solutions, even customer experience experts have started using a live chat to make sure that no query goes unanswered. 38% of Leading CX experts are currently using a live chat to deliver instant support, while 26% are planning to use one.(Source: Aberdeen) Tweet this That’s because other support channels like social media platforms, call support, and emails increase the waiting time with which the customers aren’t that comfortable. 16% of customers prefer to use live chat software as customer support and service channel than self-service and social media platforms. (Source: Microsoft) Tweet thisĭue to the increasing need for instant support, customers across the globe prefer to use live chat software to contact a business directly. That’s because every company today understands that customers would only return if their experience with the brand has been delightful. Research companies like Forrester have found that they’ve witnessed a hike in live chat users. Forrester claims a rise of 24% in chat usage. Live Chat Response Time/Wait Time Statistics.Live Chat Forecasts & Growth Statistics.Live Chat Messaging Customer Satisfaction Statistics.Implementing Live Chat on Website Statistics.Each section has relevant statistics on having live chat and a final takeaway for readers. Our list of live chat statistics is strategically divided in 12 sections. Live Chat Statistics 2023: 40+ Live Chat Facts These statistics of live chat on the website will help you learn its relevance for your business and how its use can help your support team manage customer expectations. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry.īut to help such readers, we have compiled a list of 40+ statistics on having a live chat. While these reasons are sufficient to convince people about the use of live chat software, some still seek validation. While some feel hesitant about adopting a new support strategy, others tend to prefer it on their website for the following reasons. The growing expectations are inclusive of:Īnd keeping these expectations in mind, many business owners have integrated a live chat software on their website. Customer expectations are growing every day and because they form a strong foundation of every business. This is exactly what customers expect from a brand when they approach them for support. “Always do more than is required of you.” - George S.
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