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Live chat usage

Live chat is a popular support tool because it’s easily accessible. It doesn’t require users to log in to different platforms or download any external software or plugins. Instead, customers can simply click on the chat button on a vendor’s website and get help from agents in real-time. Because of this, more than 42% of customers prefer it to email, 23% to social media, and 16% to forums. 

Live chat is a popular feature among all age groups, with customers aged 18-34 reporting using it “many times” and those aged 35+ reporting using it “a few times.”

B2B and B2C businesses also use live chat, primarily for sales and customer support. It is reported that nearly 85% of companies in the B2B sector and 74% in the B2C sector use live chat for sales.

In the same way that all support channels have peak hours, live chat support agents receive the most chats between 11 am and 3 pm.

#ChatForSales

85%

of companies in the B2B sector and 74% in the B2C sector use it for sales. Zoho
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#LiveChatUsage

Customers aged

18-34

have used live chat “many times,” and customers aged

35+

reported having used live chat a “few times” for support.

Help Scout

#BusinessChat

B2B &B2C

businesses use live chat primarily for sales and customer support.

Zoho

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#ChatPeakHours

Live chat peak hours are from

11 am

-

3 pm

Zendesk

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#ChatPreferences

42%

of customers prefer live chat compared to just 23% for email and 16% for social media or forums. Super Office
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