Live Chat Statistics

Live chat trends and insights from 400 consumers and 100 businesses

Businesses fail to meet live chat demands

For instant support, customers opt for live chat. But they're rarely satisfied - most customer chat experiences end with frustration.

Businesses prefer speed - quick connection times and quicker responses. But here's the disconnect: consumers care more about getting their issue resolved, even if it takes a bit longer.

Businesses that prioritize customer satisfaction over live chat speed metrics will see huge benefits. Consumers are more likely to remain loyal, engage in positive word of mouth, and spend up to $500 extra per month with businesses that provide effortless live chat experiences.

95%

of customers value thorough, high-quality support more than speed

52%

Over half of consumers are more likely to repurchase from a company who offer live chat support

47%

of customers haven't had a positive live chat experience in the last month

Today, businesses are struggling to meet the conflicting demands of the customer. But the cost of not meeting demands is greater.

Live chat grows sales,
revenue, and
customer loyalty.

20%

of consumers have told friends or colleagues about a poor live chat experience

29%

of consumers have told friends or colleagues about a positive live chat experience

Consumers tell their friends and colleagues about positive live chat experiences more often than they do for negative ones. But still, a fifth of consumers have spread negative word of mouth based on a bad experience.

Live chat - when done right - contributes to positive word of mouth, helps to win new customers, and helps businesses grow.

Businesses are realizing that live chat is not just a cost-centered support channel: it has the power to grow their business.

of businesses say offering live chat has had a positive effect on sales, revenue, and customer loyalty

of consumers are more likely to buy from a company if they offer live chat support

51%

of consumers are more likely to stay with or buy again from a company if they offer live chat support

63%

of people who spend between $250-500 a month online are the most likely to both buy from, and be loyal to, companies who offer live chat

Businesses aren't reacting to changing customer demands.

They value personal
and instant means
of interaction

Whether it's by phone or live chat support, consumers want to speak to a real person. Consumers are rarely happy waiting for a delayed reply back.

Consumers prefer live chat support

Despite the rise in popularity of businesses offering support through social media, live chat still reigns as consumers' preferred support channel.

Live chat, in theory, offers them immediate help with minimal effort required.

LIVE CHAT 41 % TELEPHONE 32 % EMAIL 23 % SOCIAL MEDIA 3 %

Younger consumers particularly love live chat for the familiar user experience of talking with friends through messaging apps

Baby Boomers prefer traditional, offline channels like phone support over more modern methods

But businesses think
customers prefer to
phone

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Businesses may be overstaffing telephone support

There's an opportunity for businesses to both improve customer satisfaction and reduce costs by routing more resources towards live chat and email support.

Phone
Live chat
Email
Social media

of businesses think consumers prefer phone

of businesses think consumers prefer live chat

of businesses think consumers prefer email

of businesses think consumers prefer social media

Consumers love real-time support, but hate the typical live chat experience

Live chat conversations
should be effortless

Typical frustrations include

  • Support not being online despite live chat displaying as available

  • Being disconnected during a live chat

  • Effort required to start a live chat, particularly where there are pre-chat forms

of customers are most frustrated by poor user experience on live chat.
of businesses know their user experience is not good enough.
of consumers find scripted, impersonal responses the most frustrating.
of businesses say their users find their scripted responses most frustrating.

User scripted responses to save
time and please customers is an art

Support teams aren’t making customers feel like individuals. There are ways to master a canned response that feels personal and human, but they’re few and far between.

Waiting for an agent
to become available
fuels frustration

Almost a fifth of customers rate long wait times as the most frustrating part of a live chat - they don’t want to be in a queue

of consumers say long wait times are their biggest frustration
of businesses say their customers are most frustrated by long wait times
of consumers say having to repeat themselves is the most frustrating part of a lifve chat experience
of businesses say their customers are most annoyed by having to repeat themselves

There's no excuse for siloing conversations or customer history

Consumers want to be recognized. They want to know that a business sees them as an individual, not a ticket number - without endlessly repeating themselves. But businesses are finding it difficult to ensure a consistent, unified approach to customer service that spans all the channels of the modern consumer.

Modern businesses must ensure a consistent, unified approach to customer service across all channels. #stoprepeatingyourself via @kayako

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Consumers
value high
quality support
over speed

95% say they would prefer slower support if it meant the quality of help was higher.

Traditional wisdom assumes that consumers want instant support, but this isn’t necessarily true. 19 out of 20 consumers would rather receive slower-paced and personalized expert support over fast, low quality support.


Do business priorities match consumerexpectations?

Consumers don't
have faith in live chat

Live chat has a bad reputation. Consumers don't expect high quality, speedy support. Their expectations for live chat are low, and yet, they still prefer it over phone, email, and social media support.

When starting a live chat conversation, 40% of consumers are not confident they'll get the support they need in a reasonable amount of time.

Businesses strive to offer unique and memorable customer experiences...

84%

say it is an important priority for their team

... but consumers say they are falling short:

56%

of consumers cannot recall an exceptional live chat experience

84%

of consumers have given up on a live chat due to frustration at slow responses or poor replies

This means businesses are making unhappy customers, losing revenue, spiking churn, and adding extra strain on other channels for the support team.

What to do:

Ask for customer satisfaction ratings and listen to their feedback

Businesses try to be personal…

84%

of businesses say that offering a personal customer experience is an important or very important priority for their team

... but consumers say they are falling short:

29%

Scripted, impersonal responses seen as most frustrating by 29% of consumers - and businesses know this too

35%

35% note them as the most frustrating factor for customers

What to do:

Train your team to give canned replies a personal feeling by adapting templated content where necessary.

Ditch scripted resposes 29% of customers say they're most frustrating. #livechat statistics via @kayako

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How to get ahead with live chat in 2017 and beyond

Choose a live chat solution that puts people first.

Modern live chat support needs to be as easy and effortless as messaging a friend.

Invest in live chat customer satisfaction.

Enable agents to meet customer expectations with personal, timely, and quality support.

Be memorable by your personal touch.

Use the customer data you have available to delight customers with effortless customer service.

Deliver exceptional chat experiences to produce significant ROI.

Offer live chat to increase revenue: customers are more likely to buy from you, and more likely to repurchase too.

Live chat statistics study by Kayako

Kayako is effortless customer service software that helps teams to grow personal customer relationships.

Find out more

Methodology

Consumer survey

We surveyed over 1000 US consumers, weighted according to US Census data. Our questions focused on live chat customer service, the overall experience consumers have with companies they do business with, and their current expectations.

Business survey

We conducted a third-party online survey of 100 small/medium business owners and managers who use live chat on their website to talk with customers. Our questions focused on business priorities, their customers’ expectations, and how live chat performs for them.