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

CUSTOMER THINK

FORRESTER

KAYAKO

INC.

STATISTA

UBISEND

ICMI

LIVE PERSON

ZOHO

SUPER OFFICE

FURST PERSON

ZENDESK

ECONSULTANCY

WHOSON

MOXIE

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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