If you’re wondering whether or not live chat is right for your business, check out our infographic.
Live chat is the preferred channel for customer service – understanding how you can maximize live chat ROI will help your business lower support costs and increase top-line revenue.
97% of global consumers say customer service is important in their choice of, and loyalty to, a brand.
77% of global consumers have a more favourable view of brands that offer proactive customer service alerts and notifications.
45% of global customers have used live chat to interact with a live agent in 2017.
53% of customers would prefer to use online chat before calling a company for support.
5268 average chats per month amongst Comm100 customers, a 1.8x increase from the year before, showing that consumer demand for live chat is growing.
Visitors that communicate through web chat are 2.8x more likely to convert than those that don’t
Live chat has the highest satisfaction levels for any customer service channel, at 73%, compared with 61% for email and 44% for phone.
Companies that use live chat save up to 50% or more on support costs versus other methods.
Live chat customer service is 17-30% cheaper than a phone call
63% of visitors are more likely to revisit a site that offers live chat