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Expectations & preferences

Customers have different expectations for every support channel, including live chat. Because live chat encompasses real-time support, most customers expect to receive an answer to their query almost immediately after sending their initial live chat message. According to the Live Chat Benchmark Report, customer expectations for chat response times are higher than for email. Typically, customers expect a live chat response within 6 seconds to 15 seconds. However, the reality is that the average wait time for a chat response is 45 seconds.

However, interestingly enough, 95% of customers value thorough, high-quality support more than speed when it comes to live chat. Because of this, most customers (86%) also prefer human interaction to chatbots, as they can be pretty limited in their responses and often don’t provide the support that customers need. As a result, 44% of online consumers rate having their questions answered by a live person while in the middle of a purchase as one of the most important features a website can offer.

#ResponseExpectations

Customer expectations for chat response times are higher than they are with email — the average wait time for chat is

45 sec

Live Chat Benchmark

Report 2017

#ResponseExpectations

The average first response time expectation for live chat ranges between

6 - 15 seconds.

Freshworks

research_18_6 15sec

#HighQualitySupport

95%

of customers value thorough, high-quality support more than speed when it comes to live chat.

Smallbiztrends

Research call center with stars

#Chatbots

86%

of consumers prefer humans to chatbots.

Forbes

Meditator graf standing woman

#RealTimeAssistance

44%

of online consumers rate having their questions answered by a live person while in the middle of a purchase as one of the most important features a website can offer. Super Office
Meditator graf woman

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