chat interesting facts

All that Chat! Interesting facts…

Interesting facts about chat software?

Here’s a list of answered questions based on surveys made by important media platforms and businesses. Where no country is indicated, the statistics are to be meant at a global level.

Chat Statistics

Which percentage of consumers think that customer service is crucial while choosing a brand? 97%

Source: Customer Think

Which percentage of customers believe that valuing their time is the most important thing businesses must consider when it comes to customer service? 73%

Source: Forrester

Which percentage of customers rate high quality support over speed? 95%

Source: Kayako

Which percentage of users agree that answering their questions by a live person during an online purchase session is one of the essential features a website must offer? 44%

Source: Inc.

Which percentage of US users believe that chatbots deliver way too many useless replies? 47.5%

Source: Statista

Did you know that 52% of consumers say they view companies more favorably when the customer service is more personalized to them and their interests?

Did you know that 51% of consumers would like the companies they purchase from, available 24/7?

Source: Ubisend

Which percentage of online shoppers are likely to cancel their purchases if they cannot find quick answers to their questions? 53%

Source: Forrester

Did you know that ever since 2012 the number of online users that use live chat software rather than phone calls and email have increased 50%?

Source: Forrester

Yes, live chat is the most favorite channel of communication!!

Source: Icmi

What’s the expected growth for the global live chat software market by 2023? $987M

Source: Live Person

Live chat: businesses & market

Which market segment is growing fastest for live chat software? Retail, yes it is, and e-commerce.

Source: Business Wire

Who’s mostly purchasing live chat software? B2B businesses, 61%. Among these, 85% of B2B live chat buyers use it for sales; 74% for the B2C sector

Source: Zoho

Do you know that 75% of survey respondents stated they would rather live chat than call and speak with an agent?

Source: Moxie

Did you know that a recent survey highlighted that 63% of millennials would rather have their customer support queries answered by live chat software versus traditional channels?

Source: Icmi

What Customers Expect vs. Business Reality

More than 30% of customers expect live chat software on your website.

Source: Forrester

62% of customers visiting your website on a mobile device expect to interact by live chat.

Source: Moxie

Only 9% of companies use live chat software.

Source: Super Office

38% of consumers are more likely to purchase from a company that offers live chat support. 52% of consumers are more likely to repurchase from a company that offers live chat support.

Source: Kayako

As many as 77% of customers won’t make a purchase on a website that doesn’t offer a live chat option.

Source: Furst Person

41% of customers think a company that offers live chat on its website is more trustworthy.

Source: WhosOn

79% of customers say they prefer live chat purely because of the immediacy it offers.

Source: Econsultancy

Most problems on live chat get resolved in 42 seconds.

Source: Zendesk

The average wait time for live chat support requests is 2 minutes and 40 seconds.

Source: Super Office

72% of customers now expect a customer service agent to know their contact details, product information, and service history as soon as they engage and without being asked.

Source: Customer Think

Links to the websites mentioned in this post
















Hope you liked this chat interesting facts… and… hey, if you are looking for improving your e-commerce, don’t forget to check this out

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