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.”