live chat, customer support, customer service

As technology has evolved, so has customer service. We’ve gone from in store and phone support to email and even social media help for customers. Live chat support is the latest in customer support trends, and it’s taken off quickly. How important is live chat to your customer service offerings? Take a look at some of these statistics below and find out.

  • 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.

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.

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