This question is about live chat statistics.

Do customers like live chat?

By Zippia Team - Jun. 29, 2022

Yes, customers like live chat. 44% of online shoppers say that live chat is one of the most important features for a website to have, and 69% of customers feel more confident about a brand if they provide the option for live chat.

When it comes to customer service inquiries, 41% of customers would rather live chat with a representative as opposed to calling them (32%), emailing them (23%), or reaching out to them on social media (3%).

Customers are also more satisfied with their interactions with customer service departments when they use live chat. This method sees a 73% satisfaction rate, while email, the runner-up, only sees a 61% satisfaction rate.

In contrast, phone interactions only get a 44% satisfaction rate from customers, and SMS texting interactions only get a rate of 41%.

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