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  • 54 Live Chat Statistics You Can’t Ignore: 2019 Market Share Analysis & Data

54 Live Chat Statistics You Can’t Ignore: 2019 Market Share Analysis & Data

Category: B2B News

Live Chat is no longer just “nice to have.” This support channel started as an alternative to email and phone, but lately, the use of live chat in customer support has been snowballing. The proliferation of live chat in recent years has been astounding, with numerous businesses adopting this support channel to meet the growing demands of their modern customers. If you plan to invest in a new live chat software or if you want to maximize its ROI to your business, it is essential that you have an in-depth understanding of this space. We have compiled some of the most critical live chat software trends and statistics to abbreviate your decision-making process.

live chat statistics main web

Live Chat Adoption Statistics

Live chat was not the customer support channel of choice initially, but in the last decade, live chat has wrestled competition from phone and email to claim the top spot, and its growth is not letting up any soon.  An in-depth look into the live chat usage statistics reveals some glowing trends. The usage of live chat apps may vary based on the company and industry. Some companies even use live chat to improve their sales organization. However, any business, regardless of its size, sector, or market, can reap significant benefits by implementing live chat. 

  • The global live chat software market size is projected to reach $987.3 million by 2023 (KBV Research).
  • A whopping 56% of organizations adopted live chat when they had less than 100 customers. Additionally, 74% of organizations implemented live chat when they had less than 10 employees. (Zoho).
  • Even more, 25% of businesses adopted live chat when they were less than one year old, while 30% of organizations implemented live chat when they were more 10 years old. (Zoho)
  • According to a live chat market analysis, the demand for live chat increased by 8.29% in 2017 compared to the previous year (LiveChatInc)
  • 85% of businesses in the B2B sector and 74% in the B2C sector use live chat for sales (Zoho).
  • 67% of companies in the B2C sector and 66% in the B2B sector use live chat for customer support (Zoho).
  • 54% of businesses in the B2B sector and 31% in the B2C sector use live chat for marketing (Zoho).
  • Has helped increase a travel and hospitality company’s revenue by $16 million, 2019 (Nuance).
  • Live chat has helped an insurance company save $1 million in 90 days from call deflection, 2019 (Nuance).
  • 54% of US online consumers expect interactions with chatbots to negatively affect their quality of life, 2019 (Forrester).
  • Only 14% of US online consumers expect a positive effect by interacting with chatbots while 8% expressed that they expect a very positive interaction with them, 2019 (Forrester).
  • Some have found success with human-intermediated chatbots, a Dutch airline KLM, has seen a 50% reduction in handle times because agents don’t have to type everything, 2019 (Forrester).
  • There were more than 45.7 million live chat sessions in 2018 (comm100).
  • 39% of companies are behind the curve when it comes to rolling out AI chatbots and messengers, 2019 (Conversocial).
  • 53% of companies are on their way to roll out AI chatbots and messengers, 2019 (Conversocial).
  • 38% of companies struggle to provide excellent customer service because of the lack of cross-department collaboration, 2019 (Conversocial).
  • 73% of North American businesses feel that bots and automation will be somewhat important in the near future. Also, 74% of businesses in Europe feel the same way, 2019 (Conversocial).
  • A shocking 26% of businesses feel that they are not prepared to offer live chat support via public social media apps, 2019 (Conversocial).

It is vital to start using live chat when a business is young as it doesn’t just streamline conversations but can also help a business understand the preferences and needs of its customers. Live chat makes it easy to personalize support experience, especially for those customers that ask more questions or have longer research processes. By addressing customer concerns, live chat can give you leads as well. The channel also allows you to create an omnichannel window, where all customers get answers faster without being inconvenienced or feeling frustrated.

Customer Preference Statistics

The instant communication offered by live chat has transformed the way brands interact with their customers. Live chat is no longer a cost-centered customer support channel. It has become a revenue source, an indispensable support channel that has the potential to grow a business. Because of this, many brands have already taken the lead to funnel the potential of this system.

  • 79% of businesses that offers live chat have had a positive impact on customer loyalty, sales, and revenue (Kayako).
  • 38% of consumers will more likely buy from a business that offers live chat support (Kayako)
  • 51% of customers are more likely to stick with or purchase again from a business that provides live chat support (Kayako).
  • 63% of consumers who spend $250 to $500 per month online are more likely to buy from and remain loyal to a business that offers live chat support (Kayako).
  • In 2017, the customer satisfaction rate was 83.54% down from 86.35% in 2016. (LiveChatInc)
  • 95% of customers value high-quality and thorough customer support more than speed (Kayako)
  • 52% of customers are likely to repurchase from a company that has live chat support (Kayako)
  • 41% of customers prefer live chat but 42% of businesses believe that customers prefer phone interactions (Kayako)
  • 29% of consumers find it frustrating to receive scripted and impersonal responses (Kayako)
  • 40% of customers are not confident that they’ll get the needed support from live chat (Kayako)
  • 83% of customers have already given up on live chat because they get frustrated at slow response rates or poor replies (Kayako)

Consumers’ Live Chat Experiences & Inclinations, 2017

95%

Prefer high-quality support than speed

52%

Likely to repurchase from company with live chat support

29%

Told others of positive live chat experience

29%

Long wait times are biggest frustration

20%

Told others of poor live chat experience

Source: Kayako

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However, one alarming trend revealed by the live chat facts in 2017 is the drop in customer satisfaction levels. According to research by Live Chat Inc., there was a 2.81% decrease in customer satisfaction levels compared to 2016. This vividly shows that having a live chat channel isn’t enough. Businesses must wield it properly to meet ever-rising customer expectations.

Live Chat Response Time Statistics

Let’s face it: today’s consumers hate waiting. The longer a consumer waits for an agent to become available, the more they become frustrated. And this has been the major drawback for phone and email support. Speeding up the response time means adopting an efficient customer support channel such as live chat. Numbers don’t lie, and live chat is undeniably an ideally perfect channel when it comes to response times:

  • 24% of consumers recognize long waiting times as their ultimate source of frustration (Kayako).
  • 19% of businesses have noted that their customers are frustrated by long waits. (Kayako).
  • According to one report, it takes an average of 51 seconds for agents to respond to a customer question on live chat. (LiveChatInc)
  • On average, it takes live chat agents 11 minutes and 34 seconds to comprehensively solve a customer case. (LiveChatInc.)
  • 95% of consumers prefer slow, personalize live chat support if it guarantees a higher quality of service (Kayako).
  • 16% of customer-initiated live chats go without a response (Zendesk).
  • 43% of businesses know that the user experience they offered is not good enough (Kayako)
  • The most consumer wait time was found to be with teams in the range of 26 to 50 agents with an average weight time of more than 80 seconds (comm100)
  • The longest chat duration was also found with teams made up of 26 to 50 agents with an average of 13:41 per chat session (comm100)
  • Average consumer satisfaction (CSAT) score for teams made up of 25-50 agents receive an average CSAT of 82.7% (comm100)
  • Teams with 50 agents or more get an average CSAT of 85.7% (comm100)
  • The recreation industry’s average wait time for live chat is only at 0:15, the best among other industries (comm100)
  • Business services ranked the lowest when it comes to average weight time with an average of 2:26 (comm100)
  • The highest satisfaction rates garnered are found in the following industries: Healthcare (93%), Transportation (93%), Manufacturing (90%), and Education (90%) (comm100)
  • The industries with the lowest satisfaction score come from these industries: Telecom (81%), Recreation (81%), and Finance (81%) (comm100)
  • Co-browsing, or an agent accessing the customer’s browser simultaneously, generates higher satisfaction with 6 points more than the average session (Forbes)

Even with the aspiration for much lower response time, the quality of customer service should not be overlooked. Traditionally, businesses assumed that consumers only wanted instant support, but that changed. Today’s consumers are intelligent and smarter than ever; they value exceptional support over speed. The bar is high, and businesses have to find the perfect balance between faster response times and quality of service to meet the expectations of their customers.

Live Chat Mobility Statistics

There is no denying, mobile technology has been a big boon and is indispensable. This versatile technology has completely transformed how businesses interact with their customers. It’s clear that today’s consumers are increasingly becoming accustomed to the mobile experience. Therefore, if you haven’t made the shift, make mobile chat more accessible and flexible.

  • 43.78% of chats were received from mobile devices in 2017. (Comm100)
  • 94% of companies received chat queries from mobile devices in 2017 (Comm100).
  • 51% of consumers search for and purchase new products using mobile devices (BrightEdge)
  • In 2021, it is estimated that mobile phone internet user penetration will reach 92% (Statista)
  • Around 52% of chat queries started from a mobile device in 2018. This increased drastically from just a meager 8% in 2017 (Forbes)
  • 72% of chats were on mobile in the recreation industry, 2018 (comm100)
  • 70% of chats were on mobile in the consumer services industry, 2018 (comm100)
  • 45% of chats were on mobile in the healthcare industry, 2018 (comm100)

Industries with Highest Rate of Chat Queries Received via Mobile, 2018

Recreation

%

Healthcare

%

Hospitality

%

Finance

%

Consumer Service

%

Government & Nonprofits

%

Telecom

%

e-Commerce

%

Education

%

Transportation

%

Source: Comm100 Live Chat Benchmark Report

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Emerging Live Chat Technologies Statistics

In 2017, IBM predicted that by 2020, approximately 80% of all customer service interactions would happen without the need for human agents. Reality is dawning on business owners, and it’s fascinating how fast AI has taken over the industry to become the leader in conversational computing. Additionally, comm100.com had predicted that by the end of 2018, businesses would start to enjoy the benefits of AI in live chat. It’s happening.

  • Chatbots solved 82% of common customer queries without the assistance of a human agent. Besides, according to the same report, when human agents worked collaboratively with chatbots, 88% of customer queries were resolved (Acquire).
  • Chatbots can handle 80% of all customer issues from start to finish without the assistant of a human agent. (Acquire)
  • By 2020, customers will handle 85% of relationships with organizations without human involvement. (Gartner).
  • According to the Global Market Insights report, the global market size for chatbots will be $1.25 billion by 2025 (GrandViewResearch)
  • By 2021, more than 50% of organizations will invest more on chatbots development than the customary mobile app development. (Gartner)

What to Do with These Numbers: Optimizing Live Chat

Live chat has proven to be the simplest, quickest, and most accessible form of customer support. And the introduction of AI chatbots has offered a cheaper alternative that reduces the burden on human agents and improves the quality of service delivery.

If you have a small team and want to invest in live chat, there are plenty of live chat apps for small business out there. Also, do not forget to leverage the live chat trends and statistics we have stated earlier to create a strategy that will enable you to reap maximum benefits from your live chat. There are creative ways to use live chat for marketing, while some companies have already proven that live chat sales techniques deliver more revenues.

But, remember this: regardless of how powerful your live chat channel is, you must promote it to drive its uptake. For example; your live chat channel must be visible on your website to speed up adoption by consumers. Besides, when you offer a live chat channel, customers expect you to be available 24/7. For this reason, you need to ensure that you have the right number of agents to handle customer queries expediently at all working hours (day and night).

Moreover, your live chat should be mobile-ready because, as data has shown, customers are increasingly choosing to interact with organizations via mobile devices. Therefore, do not be tempted to look at live chat as a desktop tool alone; make your live chat mobile-ready, if not mobile-first. If you want to further your research, you can read our comprehensive guide on live chat software.

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. No stranger to small business hiccups and drama, having been involved in a few internet startups. Prior to his for-profit ventures, he has had managed corporate communications for a Kansas City-based Children International unit.

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