60 Live Chat Statistics From the Leaders in Sales & Support

For the last decade, institutions have implemented new technologies and gathered user feedback to provide consumers with the best possible experience. One communication channel that has maintained its place in delivering online support is live chat. Major changes are happening in the ways in which we work and play. Where does live chat fit in?

Let’s take a look at the facts. Based on recent studies from industry leaders, here’s what’s in store.

Editor’s Choice: Most Surprising Live Chat Statistics

  1. Only 29.3% of brands believe customers prefer to use chatbots to resolve problems (CCW).

  2. 44% of consumers say that speaking to a live person during an online purchase is one of the most important features a website can offer (Vivocha).

  1. Less than ⅓ of brands offer self-service, live chat, bots, in-app messaging, peer to peer communities, or social messaging to their customers (Zendesk).

  2. 74.5% of live chats in 2019 were viewed from mobile devices (Comm100).

  3. 86% of consumers expect conversations with support agents to transition seamlessly between channels (Gladly).

  4. Half of consumers choose their support communication channel based on how quickly they need an answer (Zendesk).

  5. 53% of brands want to debunk the idea that they don’t care about customers by 2025 (CCW).

  6. 68% of consumers are annoyed when transferred between departments and most (70%) expect agents to collaborate with others on their behalf (Zendesk).

  7. 76% of brands expect live chat to become more important by 2025 (CCW).

What are the Standard Benchmarks for Live Chat?

  1. With current technology, chatbots are able to resolve queries with up to 90% accuracy (Deloitte).

  2. A basic chatbot can handle about 20% of communications from start to finish without a human agent while an AI-powered chatbot with modern capabilities for natural language processing can handle 68.9% (Comm100).

  3. 81% of brands implement automation in their live chat (CCW).

  4. 59.56% of brands who implement live chat use messaging automation (Comm100).

  5. 99.45% of brands who communicate via live chat offer a mobile option for live communication (Comm100).

  6. Modern consumers expect live chat agents to know thier identifying information (66%), previous conversations (56%), and purchase history (55%) (Gladly).

  7. Chatbots can reduce communication abandonment by ~5% (Deloitte).

  8. 84% of managers implementing bots have a strategy to continually improve self-service support including live chat (Zendesk).

  9. Chatbots can decrease handling time by up to 77% (Deloitte).

  10. 22% of sales teams use live chat to communicate with customers (Zendesk).

  11. When approached by a brand via live chat, the highest chat acceptance rate was ~9% in consumer services; the lowest acceptance was 2.18% in Travel (Comm100).

  12. An average of 6% of website visitors who are proactively greeted by a live chat agent will respond (Vivocha).

  13. In relevant industries like IT, support via access to a customers’ screen or browser can increase satisfaction by 7% in less than 4 minutes (Comm100).

  14. 60% of website visitors who engage in a live chat conversation are receptive (Vivocha).

  15. More than 29% of brands benchmark their customer communication metrics against competitors (CCW.

  16. Conversational AI can reduce contact center costs by 15 - 70% (Deloitte).

First Response Time Metrics

  1. In 2020, the average first response time for live chat was between 46 (Comm100) and 48 seconds (Live Chat).

  2. In 2019, customer support teams with a 90% or higher customer satisfaction rate had an average response time of 1 minute, 32 seconds (Comm100).

  3. Customer support teams whose satisfaction rates were less than 90% had an average response time of 30 seconds in 2019 (Comm100).

  4. 28% of consumers expect a live chat reply within 5 minutes (Zendesk).

  5. A long wait time is the top contributor to “bad” customer service (Zendesk).

Resolution Time Metrics

  1. In 2020, the average support chat duration was between 11 minutes, 24 seconds (Live Chat) and 11 minutes, 55 seconds (Comm100).

  2. Customer support teams with satisfaction rates above 90% spent an average of 11 minutes, 47 seconds while those with lower satisfaction rates chatted for an average of 8 minutes, 42 seconds (Comm100).

  3. Quick resolution is the top contributor to “good” customer service (Zendesk).

  1. Live chat is expected to grow by 65% in the next 12 months (2020) (Zendesk).

  2. 17% of people between ages 18 and 24 use social messaging apps to resolve issues with a brand (Zendesk).

  3. Larger support teams of 50 or more people were more likely to use automated live chat messaging (2.1%) vs teams of 1-50 agents (0.4-1%) (Comm100).

  4. 98.09% of live chat conversations were initiated by website visitors (Comm100).

What Do Consumers Think of Live Chat?

  1. Live chat delivers an average satisfaction rate of 87%, which is higher than all other communication channels (Infinite Global).

  2. 82% of consumers want an immediate response when asking a sales or marketing question (Infinite Global).

  3. 90% of consumers want an immediate response when asking a customer service question (Infinite Global).

  4. 36% of consumers expect the ability to choose the communication channel they prefer when reaching out ot a brand (Gladly).

  5. 30% of consumers have used live chat to resolve issues in the past 12 months (2020) (Gladly).

  1. 79% of consumers say that personalized service is more important to them than personalized marketing (Gladly).

  2. In the past decade, 12% of consumers have reported perceived improvements to live chat support experiences (Comm100).

  3. Merely 11% of consumers are confident that brands take their feedback seriously (Comm100).

  4. 57% of consumers say that satisfying customer service makes them feel loyal towards a specific brand (Zendesk).

  5. 84% of consumers will go out of their way to spend more money with a brand that provides outstanding support (Gladly).

  6. Overall customer satisfaction plateaued between 2018 and 2019 and is now down 0.06% to 83.04% in 2020 (Comm100).

  7. 23-28% of consumers use chat and messaging respectively to resolve issues with a brand (Zendesk).

Who Delivers the Best Live Chat Experience?

  1. Customer support teams with more than 50 agents seem to elicit higher customer satisfaction rates while teams with support teams of 26-50 deliver the lowest satisfaction rates (Comm100).

  2. 61% of live chat agents work in B2C (Zendesk).

  3. More live chat support agents work in the retail sector than any other industry (Zendesk).

  4. Brands with high satisfaction rates are 76% more likely to offer self-support options like live chat on their website (Zendesk).

  5. Live chat resolution times are 13X faster than email or online forms (Zendesk).

The Future of Live Chat

  1. Only 1% of contact centers are fully-satisfied with their current operations (CCW).

  2. As of 2020, full-service, 100% effective, AI-powered chatbots are still at least 3-5 years away (Gorilla Group).

  3. The tangible benefits of conversational AI for brands are expected to grow by 30% year over year (Deloitte).

  4. 43% of live chat contact centers do not believe they are collecting enough customer data (CCW).

  1. By 2025, 52% of brands want a completely unified contact center system that includes live chat, messaging, SMS, and email (CCW).

  2. 76.11% of contact centers expect that agent-assisted live chat will become less relevant (CCW).

Final Takeaway

As these statistics show, live chat continues to be a notable part of customer communication for both sales and support teams. While chatbot technology isn’t quite ready to replace human interaction, it could be within the next few years.

Brands that seek to improve their customer relationships have access to several pre-built solutions to combine AI and live agent conversations to deliver the satisfaction customers expect. Yet, many contact centers are still looking for all-in-one platforms to deliver a unified experience across all communication platforms.

Interested in creating your own custom live chat solution?

Check out our customer support live chat demo or contact one of our experts to get started!