As technology has changed, customer service has changed too. We’ve moved from in-store and phone support to email and even social media assistance for customers.
Live chat support is the newest trend in customer service, and it has grown rapidly. How crucial is live chat to your customer service options?
Check out the statistics below to learn more.
Key Customer Support Statistics You Should Know
- Keeping Your Customers: Live chat isn’t just a nice alternative to more traditional customer support options, it’s preferred. In fact, 63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t.
- Thanks for the Help: One of the great things about live chat is just how much help customers seem to get from it, with 73% customer satisfaction coming from live chat.
- Better Than the Rest: That statistic isn’t a fluke either; live chat edges out all other forms of customer service and support, with email and phone having just 61% and 44% satisfaction, respectively.
- Being There for Customers: Your customers have a voice, and their voice is saying they want live chat. 44% of customers said that having a live chat specialist available during an online purchase was one of the most important features a company can offer.
- Time Saver: Live chat isn’t just good for communication, it’s good for saving time. In fact, statistics show that most problems get resolved in 42 seconds – meaning you can help more customers, while your customers get the answers they need in the fashion they want.
- In the Know: Customers want their questions answered quick, a good benefit live chat can provide, but did you know that this is also a main driver for live chat? 79% of customers say that they prefer live chat because of the immediacy it provides.
- Benefit’s in the Box: In fact, one of the biggest selling points for live chat with customers is how readily available it is. 42% of customers say that not having to wait on hold is a key reason why they prefer live chat. They can go about their business without the hassle of being on hold.
- Money Maker: Overall, live chat keeps your customers happy and returning – and that means more sales. Studies show that 77% of customers won’t make a purchase if there’s no live chat support.
1. Customer Retention and Loyalty through Live Chat
Live chat isn’t just a convenient option for customers; it’s a key factor in whether they will return to a business. A significant 63% of customers report they are more likely to return to a website that offers live chat.
For companies, this is crucial, as retaining customers can be more cost-effective than acquiring new ones.
Key Highlights: Offering live chat can increase customer loyalty and encourage repeat visits, leading to stronger long-term relationships and sustained revenue.
2. High Customer Satisfaction Rates: Why Live Chat Wins
One of the biggest benefits of live chat is the level of satisfaction it brings to customers. Statistics show 73% customer satisfaction from live chat, which surpasses other methods like email (61%) and phone support (44%).
This is likely due to live chat’s immediate response, helpful representatives, and efficient issue resolution.
Key Takeaway: Live chat outperforms traditional support methods, helping to create a seamless, satisfying experience that customers remember.
3. Instant Assistance When It Matters Most
Having a live chat specialist available can make all the difference during a purchasing decision. 44% of customers cite having live chat support available during an online purchase as one of the most valuable features a company can offer.
This on-demand assistance can be pivotal in closing sales, answering last-minute questions, and alleviating purchase hesitations.
Key Highlight: By offering real-time assistance, live chat can guide customers through the purchasing process, leading to increased conversions and reduced cart abandonment.
4. Efficient Problem Resolution: Saving Time for Both Customers and Businesses
Efficiency is a major benefit of live chat. Most problems handled via live chat get resolved in under a minute, with an average resolution time of just 42 seconds. This allows customer support teams to handle more queries and customers to receive answers promptly.
Key Takeaway: Live chat optimizes efficiency, enabling companies to resolve issues faster and serve more customers without compromising quality.
5. The Demand for Immediacy in Customer Service
Customers want quick answers to their questions, and live chat is designed to provide this. 79% of customers say they prefer live chat because of the immediacy it provides.
Unlike email or phone, where responses can take longer, live chat provides an on-the-spot solution, satisfying customers’ need for instant service.
Key Takeaway: The demand for immediacy makes live chat a preferred choice for modern consumers, enhancing their overall experience with quick, on-demand support.
6. Avoiding Hold Time: A Major Advantage of Live Chat
For many customers, the frustration of waiting on hold is a major pain point in customer service. 42% of customers say that avoiding hold time is a top reason they prefer live chat over phone support.
This accessibility allows customers to receive help in real-time without the annoyance of waiting.
Key Takeaway: Eliminating hold times with live chat contributes to a positive experience, reducing frustration and encouraging customers to seek help when they need it.
7. The Financial Impact: Live Chat Drives Sales and Reduces Abandonment
Ultimately, live chat can directly impact sales and revenue. 77% of customers say they are unlikely to make a purchase if there is no live chat support available. This statistic underlines the importance of live chat as an essential tool for businesses aiming to improve conversion rates and reduce cart abandonment.
Key Highlight: Offering live chat can lead to higher conversion rates, as customers feel supported and confident in their buying decisions.
5 Tips for Optimizing Live Chat for Customer Satisfaction
- Hire Skilled Chat Agents: Ensure agents have strong communication skills and are trained to handle various customer queries.
- Implement Chat Bots for Basic Inquiries: Use chatbots to handle simple, repetitive questions, allowing human agents to focus on complex issues.
- Maintain Prompt Response Times: Set a benchmark for response times to ensure customers receive quick assistance.
- Personalize Chat Interactions: Address customers by name and tailor responses to their specific needs.
- Monitor and Improve Chat Performance: Regularly review chat analytics to identify areas for improvement and boost service quality.
Wrapping Up
Overall, live chat isn’t just a customer service phase – it’s an essential cornerstone that’s becoming more popular as time goes on.
We will continue tracking this topic throughout the year, providing additional insights and resources such as whitepapers and infographics to help you learn everything you need to know about providing live chat customer support.
Looking to start with better customer support? Download our infographic below!
