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.
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%
Which percentage of customers rate high quality support over speed? 95%
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%
Which percentage of US users believe that chatbots deliver way too many useless replies? 47.5%
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?
Which percentage of online shoppers are likely to cancel their purchases if they cannot find quick answers to their questions? 53%
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%?
Yes, live chat is the most favorite channel of communication!!
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
Do you know that 75% of survey respondents stated they would rather live chat than call and speak with an agent?
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?
What Customers Expect vs. Business Reality
More than 30% of customers expect live chat software on your website.
62% of customers visiting your website on a mobile device expect to interact by live chat.
Only 9% of companies use live chat software.
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.
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.
79% of customers say they prefer live chat purely because of the immediacy it offers.
Most problems on live chat get resolved in 42 seconds.
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