chatbot statsThe use of chatbots for marketing has been increasingly growing and serves as a cost-effective solution for businesses. Today, we’ve seen chatbots used for many different aspects such as 24/7 customer service, helpful guides, and more.

With live chats continuing to be on the rise for businesses, here are 65 statistics on this popular marketing and customer service tool.

General Chatbot and Live Chat Statistics

  • By 2028, the chatbot market is expected to reach $15.5 billion (Master of Code)
  • The global market for live chat software is projected to reach $1.7 billion by 2030 (Allied Market Research)
  • Chatbots have the ability to complete 30% of tasks performed by today’s contact center staff (Master of Code)
  • An experienced live chat agent can handle between 4 and 6 chats at once (Zendesk)
  • Chatbots give the United States the potential to save $23 billion in employee costs (Master of Code)
  • 96% of consumers are familiar with chatbots (Tidio)
  • As of 2023, the average first response time per chat on LiveChat, the popular chat software, is less than 40 seconds (LiveChat)
  • On LiveChat’s popular chat software, the average duration of time during chat is less than 10 minutes (LiveChat)
  • The volume of live chats decreases during the summertime and quickly rises during October, November, and especially December. (Forbes)
  • Chatbots can respond 3x faster than a human (Master of Code)
  • By 2027, it is expected that chatbots will become the main source of communication for customer service channels (Gartner)
  • 19% of companies don’t want to adopt chatbots into their practices (Tidio)
  • On average, 5.7 messages are sent from a chatbot (Tidio)
  • Businesses have reported 265 billion customer requests per year, and it costs around $1.3 trillion to handle those requests (Medium)

Statistics on Live Chat and Chatbots for Businesses

  • 62% of businesses plan to include chatbots in their practices (Tidio)
  • The popular chat software, LiveChat, is utilized by over 30,000 companies (LiveChat)
  • If your company offers live chat support, 38% of consumers are more likely to purchase from your company (Kayako)
  • 64% of businesses trust chatbot technology to give regular customer service to users (Outgrow)
  • Facebook has over 300,000 chatbots (Hootsuite)
  • There has been a 92% increase in websites and apps that are using chatbots (Drift)
  • 36% of businesses implement chatbots to better their lead generation strategies (Outgrow)
  • 28% of businesses in real estate use chatbots (collect.chat)
  • 3 out of 4 companies that have begun using chatbots and their software are satisfied with it (Tidio)
  • 26% of business owners who have implemented chatbots have the goal of giving customers faster replies to messages (Tidio)
  • With customer satisfaction with live chat on the rise, approximately 69% of companies will use canned messages to respond to customer chats (Forbes)
  • In the banking, financial services and insurance market, the chatbot market is estimated to be worth around $7 billion by 2030 (Outgrow)
  • 41% of businesses most commonly use Chatbots to support sales (Intercom)
  • 38% of businesses report that their consumer base finds their scripted, impersonal responses during a live chat interaction more frustrating (Kayako)
  • 81% of customer service departments plan on investing more in installing and maintaining live chat support in 2024, as well as in the future (ThriveMyWay)

Statistics on the Effectiveness and ROI of Live Chat and Chatbots

  • 71% of larger businesses plan on implementing chatbot technology (Tidio)
  • Chatbot technology has been seen to bring a 67% increase in sales (Outgrow)
  • 57% of businesses responded that implementing chatbots leads to a better ROI without a significant investment (Outgrow)
  • Businesses that implement AI chatbots are seen to have a 3x better conversation into a sale than businesses that only use website forms (Dashly)
  • For 2024, it is predicted that the market size for chatbots will be $1.3 billion (collect.chat)
  • 35% of business leaders expressed that chatbots helped them close a sales deal (Intercom)
  • When you add live chat to your website, you can see your conversions improve by 12% (LTVplus)

Statistics on Consumer Feelings Toward Chatbots and Live Chat

  • 87.2% of people describe their conversations with chatbots as neutral or positive (mater.of.code)
  • 63% of customers prefer using live chat for their customer service needs (Hiver)
  • 34% of customers said that they felt comfortable speaking with artificial intelligence during an online retail circumstance (Statista)
  • 41.3% of customers said that they utilized chatbots when making a purchase (Drift)
  • 56% of consumers prefer speaking with a human instead of a chatbot (Business Insider)
  • 29% of customers who use chatbots expect 24/7 help (Tidio)
  • 41% of customers will prefer engaging in live chat over phone or email support (Kayako)
  • 64% of consumers believe the best part of chatbots is their availability 24/7 (Outgrow)
  • 20% of page visitors interacted with upselling chatbots (Tidio)
  • Only 4% of page visitors interacted with chatbots that gave product recommendations (Tidio)
  • 62% of consumers would rather speak with a chatbot if it took 15 minutes to speak with a human (Tidio)
  • 80% of consumers have had experiences with chatbots before (of.code)
  • Customers can expect to get answers to their questions in 2 minutes, which is significantly better than the average response time on social media (10 hours) and email (12 hours) (SuperOffice)
  • 63% of individuals who spend anywhere between $250 and $500 a month online are more likely to purchase from companies with a live chat and stay loyal to those companies (Kayako)
  • 29% of customers stated that they spoke about their live chat experience with friends and family, while 20% of customers reported their poor experience with others (Kayako)
  • As of 2022, over 60% of consumer interactions with companies took place online, which increased significantly since 2019, when that number was at 40% (eMarketer)
  • 82% of individuals say that an immediate live chat response from a brand is very important when they have a question (Business 2 Community)
  • When the first live chat response is between 5 and 10 seconds, overall customer satisfaction increases exponentially to almost 85% (SurveySensum)
  • 86% of all live chat tickets end with a satisfied customer (Gorgias)
  • Around 66% of customers utilizing live chat expect an immediate response to their questions (HubSpot)
  • 34% of customers prefer using live chat because of the shorter wait times, while nearly 27% also appreciate the increased convenience (Gorgias)
  • Out of every other communication channel, millennials prefer live chat when looking for customer service from a company (Comm100)
  • Live chat is preferred by millennials since 58% of them want access to brands anywhere at any time (Comm100)
  • Over half (51%) of customers prefer live chat because they can multitask while also reaching out to a company for near-immediate responses to their inquiries (Invesp)
  • Out of those surveyed, 62% of consumers expect live chat to be accessed from a mobile device, and 82% would utilize it if it was accessible to them (ICMI)
  • 70% of consumers want companies to collaborate on their behalf so they do not have to repeat their inquiries and additional information to different representatives (Zendesk)
  • 78% of customers will conduct business with a company again even after a mistake (Salesforce)
  • Customers who take advantage of using live chat are more likely to spend 60% more when purchasing from that company (Software Advice)
  • 53% of cart abandonments online are because customers were not able to find the answers to their inquiries (Forrester)

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