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This question is about live chat statistics.
What are the disadvantages of live chat?
The disadvantages of live chat are that you have to have someone online at all times and that it's one more program for your customer service representatives to manage.
The key to offering a live chat service is that companies have to have live people ready to chat. Not only that, but you also have to have enough people available so that your chats don't pile up, causing customers to get frustrated with long wait times.
Since most companies don't just ditch their phones for live chat software, that means you'll likely have to hire additional customer service representatives to make sure all of your bases are covered.
In addition to this, many companies haven't integrated their live chat software with everything else their customer service representatives use, which means it can take a long time to find information, customers have to repeat themselves if they get transferred to someone else, or customer inquiries get dropped altogether.
About 21% of live chat messages go unanswered, which is frustrating to customers who likely see a live chat as the most direct way to get ahold of a company. If this is the case, then they may assume that any other method will go just as poorly and give up trying to reach out entirely, costing your business one or multiple sales.
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