Chats on mobile devices continue to experience torrid growth. On average, 74.5% of this year’s chats – that’s over 42 million – were sent from a mobile browser or app, more than nearly 23 points higher than 2018 and 30 points higher than 2017.
This data provides more evidence that customers continue to move from desktop to mobile as their primary online device. Mobile chat optimization is non-negotiable for all businesses – especially those in B2C sectors including Recreation or Consumer Services. It’s not entirely surprising to see that heavier B2B sectors have lower volumes of mobile chat.
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 0.54% of organizations did not offer mobile chat.
Average Mobile Chats by Industry