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.
Response expectations for live chat
#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
First response expectations
#ResponseExpectations
The average first response time expectation for live chat ranges between
6 - 15 seconds.
Freshworks
High-quality support is more important than speed
#HighQualitySupport
95%
of customers value thorough, high-quality support more than speed when it comes to live chat.
Smallbiztrends
Customers prefer agents to chatbots
#Chatbots
86%
of consumers prefer humans to chatbots.
Forbes
Real-time assistance is rated as the most important website feature
#RealTimeAssistance
44%
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