Table of content
Customers and service providers appreciate live chat because it reduces ticket volume and provides immediate solutions. Consequently, companies who realize live chat’s value place an average of 1.2 mobile-friendly chat widgets on their websites for real-time and proactive chat support (more than 53% of live chats are initiated through mobile).
Tyche estimates that 22% of customers abandon their shopping carts due to a lack of real-time assistance, resulting in significant revenue losses for businesses. Live chat can solve this problem.
Instead of searching through a knowledge base or waiting for an email response, users can simply click on the chat button while browsing your site and receive immediate help.
The popularity of the communication channel is evident in the number of daily visitors (50-100), the number of messages exchanged between customers and businesses (12,000 a month), and the average number of chats per month (600). If we break down these statistics further, they equate to 50 conversations per day, with the average agent resolving 14.2 chats per day.
Typically, help desk agents spend up to two hours and 45 minutes resolving chats each day. The remaining time is usually spent solving other tickets or being idle (on average, companies pay employees one hour of idle time per shift.)
The average live chat session is 11 minutes and 15 seconds long. This includes transfers, waiting times between responses, and after-chat work time. According to our research, a total of 5 conversations are transferred per day on average. The number of transfers before ticket resolution is usually 0-1, depending on the company’s procedures. In terms of wrap-up tasks, they typically take 10 minutes on average.
By providing agents with help desk systems, companies can significantly reduce the time it takes to handle chats and complete tasks. At present, 80% of live chat representatives must access multiple systems to get the information they need, significantly affecting their productivity and efficiency.
Moreover, help desk systems also ensure chats are routed and assigned to the proper agents, reducing waiting times for customers. According to our research, live chat sessions are initiated within 10 seconds if there’s no queue. If one other person is waiting in the queue, it takes approximately 2 minutes, 5 minutes with 2-4 people waiting, and 10+ minutes if five or more people are waiting in line.
The average live chat queue length is 5 minutes and 57 seconds. However, some customers consider this too long, with 28.1% of all customers abandoning chat queues.
#ChatsResolved
One agent resolves an average of
chats per day
LiveChat
#Chatbots
More than
of chat sessions could be resolved by a chatbot.
Accenture
#ChatQueueLength
The average live chat
queue time is
and 57 seconds.
LiveChat
#TimeToReachAgent
A live agent can usually be reached within 10 seconds when there’s no queue,
and in more than 10 minutes when there are five or more people in line.
LiveAgent
#LiveChatUsers
Live chats at larger companies receive about
visits per day.
LiveAgent
#ChatSessionTime
The average chat duration is
and 15 seconds.
LiveChat
#ResolutionRates
Live chat has a
resolution rate. The majority of the live chats are either resolved immediately or by email.
LiveAgent
#ResponseTimes
Live chat’s response time is often the same as call center service, usually within a few seconds if an agent is online. Social media and email support’s response time is typically
sometimes even 24 hours.
LiveAgent
#UnansweredChats
The number of unanswered live chats is almost
LiveChat
#ChatsPerMonth
The average number of chat sessions per month is
Accenture
Once a live chat is in session, agents are quick to answer customer questions. According to industry benchmarks, the fastest response time on chat is around 5 seconds, the average around 15 seconds, and everything more than 30 seconds is considered slow.
If the agent assisting a customer on live chat doesn’t know how to help them, they’ll usually follow up via email. There are generally only up to 10 requests per day to be contacted via different channels. However, chats are never left unanswered.
Compared to other communication channels, live chat is relatively faster, which is why it makes up 15% of all customer communications. If agents are available, the response time for live chat is usually within a few seconds, similar to call centers. On the other hand, social media and email support are generally slower, with customers receiving replies within 3 hours and sometimes even after 24 hours.
Due to its speed, convenience, and high-resolution rates, live chat users report an 81.2% satisfaction rate, a customer effort score of 7, and a net promoter score of +40. In addition, most customers rate their live chat experiences a 9 out of 10 on a scale of 1 to 10.
#BoostingLoyalty
A live chat boosts sales by around
on average, which leads to an increased sense of customer loyalty.
LiveAgent
#CostPerChat
A live chat ticket price is usually
than an email or social media ticket and around 2x lower than a call center ticket.
LiveAgent
#ChatWidgets
The average number of chat widgets per company is approximately
LiveAgent
#ChatTime
Every agent spends an average of
on chat each day.
LiveChat
#ChatWorkTime
It takes an average of
to do wrap-up work after a live chat session.
LiveAgent
#RequestsToSwitchChannels
Each day, up to
chatters request to be contacted via different channels.
LiveAgent
#AnsweredChats
The average number of chats answered per day is
LiveChat
#DailyChats
Chats usually make up
of all communication.
LiveAgent
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