Demand for mobile chat is growing and shows no signs of slowing down. On average, 51.68% of chat queries – that’s over 23 million chats! – were sent from a mobile device in 2018, a sharp 7.9% increase from 2017.
Our data confirms the widely held belief that customers continue to shift from desktop to mobile as their primary online device. One of the most important factors to include in your live chat strategy is mobile chat optimization, especially if you’re in the Recreation or Consumer Services industry where mobile chat volume is highest.
Regardless of industry, country, or size, nearly every organization in our data set had chats coming in from mobile devices. Out of our entire dataset, only 12 organizations did not offer mobile chat.