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.
Live chat for sales
Live chat usage by age group
have used live chat “many times,” and customers aged
reported having used live chat a “few times” for support.
Why B2B and B2C businesses use live chat
businesses use live chat primarily for sales and customer support.
Live chat peak hours
Live chat peak hours are from