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6 Must-see Live Chat Statistics for 2026

Optimize your CX strategy with industry-specific live chat metrics

Your latest live chat statistics show that your current customer satisfaction rate is at 87%. That’s great. Or is it? How does it compare to your competitors?

Take a look at the latest live chat metrics from 18 industries to learn how well your team is performing. Choose your industry to get an accurate and personalized live chat statistics report to share with your team.

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The essential live chat metrics

We analyzed data from millions of chats within the Comm100 platform to bring you the most update-to-date live chat statistics to help inform your strategy.

Below are the latest live chat metrics from 2026. Input your industry to see how you stack up against your competitors and understand which live chat KPIs need improvement.

%
Mobile chats
% of total chats on mobile
CSAT score
Ratings on a scale of 1-5
sec
Wait time
Average time a visitor waits to be connected to an agent
Queue length
number of people waiting to be connected
sec
Response time
time it takes for agent to send first message
Chat duration
Average conversation time

Get your personalized copy to share with your team

Fill out the form right to get a full copy of this report to share with your colleagues, plus a worksheet to help you keep track of your live chat KPIs throughout the year.

live chat stats 2026
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