Why 42% Of Customers Prefer Live Chat

A new breed of customers and B2B buyers are forcing companies to change how they communicate with them. The most challenging of all is that these buyers want to communicate with you fast and easily in real-time.

Leading a successful business means listening to what your customers want.
And in 2021 what they want is live chat.

One of the most effective ways to “chat” with customers is to meet them in a channel on your website via live chat. In independent research, 77% of consumers said they need to talk to a real person before making a purchase online.

In the digital age, competition and buyer empowerment have become stronger than ever, businesses are finally making customer needs and expectations their top priority. Today, more than 48% of customers expect live chat on your website.

Earlier this function was considered as an additional opportunity to phone and email contact but today it is a substantial part of support service that can not be ignored.
If your business strives to be up to date, it has to give customers the ultimate purchase experience. Live chat can generate leads, increase sales and improve the overall customer experience. In fact, live chat is expected to continue to grow by as much as 87% in the next year, and in some industries, chat growth has increased by as much as 150%.

The reason for this increased adoption is because more than half of all customers prefer to chat with someone in real-time and online, rather than contact a company for support.

Live chat enables you to reply to customers immediately. Without a doubt, the first and foremost quality customers demand is quick answers. A major reason why customers use live chat is to have their queries answered instantly, since delayed responses may cause you to lose interest in your brand. Indeed, live chat is an amazing way to connect with customers as well as strengthen their trust in your brand. 

You don’t have to wait on email replies, no need to search for phone contact information and wait in line listening to launch music to keep your patience. You don’t need to fill in a call-back form and wait for customer support to reach out to you, hoping to receive the call while it’s still convenient for you to have this conversation.

Today, customers are literally one click away from a fast response of customer service, assisting in purchase or anything they need.

48% of customers say that they prefer live chat over social media, email, and even phone support. Giving customers a way to reach you immediately is beneficial for both parties, and let’s not forget about the convenience of data exchange using a chat.

Real-time messaging is great for onboarding, troubleshooting and nurturing customer relationships. When customers reach out, make sure to have an agent available, or at least include information about the average response time somewhere inside the chat window. You can also use pre-chat surveys, chatbots, and other options.

In fact, the average customer satisfaction using live chat service in the technology industry exceeds 87%. compared to just 61% for email and 44% for phone.

In addition to that, a study by AMA found that live chat can be used effectively throughout the customer journey, including an improvement in:

Brand awareness (+29%)

Early-stage sales development (+32%)

Post-sales customer support (+39%)

All of which leads to an increase in revenue!

Better customer experience through Live-Chat wrap up:

Leading a successful business in today’s society means using Live Chat to Boost Customer Satisfaction. Customers want a fast response and easy data exchange. Customer prefer this kind of communication over

  • Phone
  • Call back forms
  • E-mail
  • FAQ
  • Social Media


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