Key Live Chat Stats for Customer Service Teams in 2024

Supriya Bajaj

Senior Writer

Key Live Chat Stats for Customer Service Teams in 2022

Your most unhappy customers are your greatest source of learning. – Bill Gates

In today’s highly competitive markets, any edge in service or support you have over your competitors can make the difference in whether you gain or lose a sale. In a world full of automated, touch-tone customer help systems, the ability to chat with a live person through a website is a distinguishing feature.

Looking for Live Chat Software? Check out SoftwareSuggest’s list of the best live chat software solutions.

Live chat software is a valuable tool that you can use for your website to increase sales, offer customized assistance and improve customer satisfaction. To help you understand how important live chat is for businesses in 2022, here are a few critical live chat stats:

  • 85% of companies are expected to opt for live chat support by 2022.
  • Almost 70% of US shoppers demand live-chat features
  • Live chat implementation costs 15-33% less than phone support.
  • Millennials are 20% likelier to use live chat.
  • By 2023, the global market for the live chat industry is expected to reach 987.3 million.
  • Live chat statistics show that customers using live online chats spend up to 60% more than those who don’t.
  • Live chat is the preferred choice of customers between ages 18 and 49.
  • 73% of users consider customer service chats as the most acceptable form of communication with a company.

Live Chat Statistics

Why is Live Chat Software Important For Customer Support?

Live chat software is simply software that allows the Support Team of any business to interact with their business prospects and clients easily. Implementing the software on a website will let the prospects/clients put forward their requirements without leaving the site.

Live chat implementation on websites has become immensely popular, as the existence of a chat option makes your website dynamic and more engaging for visitors.

Until a few years ago, live chat was a “nice to have” customer service platform option. But lately, the tables have turned.

79% of customers today prefer live chats as they offer instant responses. Besides, 38%  are more likely to buy from a company that offers live online chat support. These live online chat stats indicate that live chat has become more important than ever.

Becoming Agile & Proactive with Live Chat Software

Live chat software is not the newest software solution in the market. However, it is updated with new features and can be integrated with other solutions. Hence, it is currently a recommended solution by experts in the customer service domain.

This software offers many benefits, ranging from increased savings and sales to enhanced customer satisfaction and convenience. Empowered by this solution, customer support agents will be able to quickly address the customers’ requests, handle more than one customer at a time and become proactive. On top of that, you will have access to reports and analytics tools. These will allow you to review chat histories, improve your service and discover pain points that need immediate attention.

Furthermore, live chats offer an insight into valuable visitor data, such as where they came from and how they landed on the website.

8 Live Chat Stats that Highlight Its Business Importance

1. Increases Customer Satisfaction

Live chat is a great way to improve customer satisfaction and provide a memorable experience on your website.

According to LiveChat’s Customer Service Report, 81.4% of customers are satisfied with live chat. 

As per Zendesk live chat stats, the customer satisfaction rate for live chat is 85%, just behind phone support (91%). The primary reason for this is increased live chat conversion rates and reduced response times is because customers can get answers to their queries almost immediately without shuffling off to make a phone call or send an email and wait for a reply.

You can even integrate a chatbot system with a live chat option to decrease the response time for common queries further.

2. Saves Time

Live chat service is convenient for both customers and businesses alike. Here are some reasons why it is highly convenient:

  • Connects customers with an agent instantly: It eliminates the need to dial a number, listen to the pre-recorded messages, and press button after button to reach a human agent. Just a simple text and a representative will be there to solve the issue.
  • Lets customers multitask: With everyone juggling between tasks, live chat for marketing seems more convenient than any other support channel. In fact, another live chat statistics report suggests that 51% of customers prefer live chat because it allows them to multitask.
  • Decreases query resolution time: Customers don’t have to wait for hours to get a reply to their email or even minutes (on-call) to connect to an agent. The average wait time in live chat is around 2 minutes and 40 seconds, while the fastest response recorded was 7 seconds.
  • Resolves issues in one session: Customers’ problems can be solved in one session in live chat than email requiring back and forth messages.
  • Provides product information instantly: Customers appreciate your help in their buying decisions. With live chat, you can clear their doubts and concerns related to your products and increase the chances of conversions.

3. Reduces Repetition for Your Customers

No one wants to explain the same issue they’re having again and again. Even in 2017, 72% of customers expected a support agent to know their contact details, production information, and service history without being asked.

Quality live chat software allows your agents to read the text sent by a customer while also reviewing other details they have access to. This may include the product they’ve bought and their previous interaction with a customer support system.

Some live chat tools even allow you to share a screen or screenshots with the customer to help them better understand the directions. The customer can even save the screenshot for reference. This, in turn, reduces the time to resolve a query and increases customer experience.

4. Boosts Your Team’s Productivity

As mentioned above, live chat industry plugins make your multitasking easier. Your support agents can effectively solve multiple customer inquiries while they respond.

For tricket issues that require research, they can stick to one or two live online chats. But, if they are working on a queue full of quick and simple questions, they might handle as many as five conversations.

However, you will need to train them on handling multiple queries simultaneously without hurting the customer experience.

Also, be sure to choose the best live chat software for your business, as features and chat handling functionalities vary from tool to tool.

5. Decreases Support Costs

Customer support can be expensive. You have to invest in people, resources, and training of your agents to ensure customer satisfaction.

Besides, in traditional call centers, a customer service agent can handle only one phone or email request at a time. Live chat changes all of that.

According to Telus International, an agent can engage in as many as six simultaneous live chats depending on the complexity of the issues involved. Also, live chat can cut the customer service cost by more than 50%.

Customer service cost per contact

Apart from the above live chat stats, live chat tools are comparatively cheap to implement and provide a host of extra benefits, making them a great communication channel.

6. Builds Long-Term Relationships With Customers

In order to grow your business, it is important to build long-term relationships with customers. Happy and satisfied customers are less likely to switch to the competition. Plus, they are easier to sell to than a new customer.

Live chat improves customer relationships significantly

Source: Zendesk

Live chat for marketing is an excellent way to build long-term relationships with your customers. It makes them feel that you are there to listen and solve their issues whenever they arise. This makes it easier to form bonds and relationships with customers.

7. Helps Understand Your Customer Needs Better

Another advantage of live chats is that they help understand your customers’ needs better. It makes it easier to identify your customers’ pain points while using your products, enabling you to improve them.

It also helps determine your prospects’ expectations and concerns related to your product. You can then use the insights to create an article or FAQ section to address those issues to increase the chances of sales.

To begin with, create a set of tags that all your agents will use to categorize customer requests by question type or topic to pinpoint any frequent issues.

8. Increases Sales and Conversions

According to campaignmonitor live chat stats, Did you know 50% of customers will abandon a purchase if you can’t give them a quick answer to their question? Besides, customers who had a chat with a support agent are 82% more likely to place an order.

FAQs:

Does live chat increase conversions?

Yes, it’s a good idea to have a few agents available at any time because consumers are highly likely to leave a website in the middle of a transaction if there is no one to address their concerns. This way, you almost never miss a customer.

How can businesses make live chat better?

  • Introduce yourself by name
  • Respond instant
  • Use a typing indicator
  • Monitor chat sessions
  • Integrate with your existing CRM software
  • Keep a consistent chat tone

Conclusion

Implementing a Live Chat software on your website helps you on multiple fronts: Reduced call expenditure, reduced employee task time, speedy client issue resolution, prompt technical support, enhanced customer loyalty, improved customer retention, higher sales, etc. The live chat software will also help you to scale up your business as it empowers your business development executives and sales reps to handle multiple prospects simultaneously. 

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