80+ Statistics About Chatbots & Live Chats

Statistics on Live Chat and Chatbots for Businesses

• 62% of businesses plan to include chatbots in their practices (The Business Journals)
• The popular chat software, LiveChat, is utilized by over 35,000 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 Messenger is home to over 300,000 chatbots (NICE)
• Only 9% of individuals oppose when companies use chatbots (Master of Code)
• 36% of businesses implement chatbots to better their lead generation strategies (Outgrow)
• 28% of businesses in real estate use chatbots (Outgrow)
• 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) 
• Approximately 73% of consumers now anticipate websites to offer chatbots as a means of easy communication (Master of Code)
• The retail and ecommerce sectors lead the chatbot market, accounting for 30.34% of its share (Master of Code)
• Chatbots can reduce response times for routine questions by up to 80% (Invesp)
• 53% of organizations plan to use chatbots within 18 months, which would be a 136% growth rate (Salesforce)
• 92% of customer contact centers report that AI saves time fixing customer issues (8×8)
• Chatbots manage 39% of all customer-business interactions, streamlining communication significantly (Master of Code)
• High-performing organizations are 2.1 times more likely to use AI chatbots compared to underperforming ones (Salesforce)

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)
• By 2025, it is predicted that the market size for chatbots will be $1.3 billion (Aidbase)
• 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)
• Implementing chatbots can lead to approximately 30% savings in customer support costs (Invesp)
• 74% of small contact centers report that AI increases revenue (8×8)

Statistics on Consumer Feelings Toward Chatbots and Live Chat

• 87.2% of people describe their conversations with chatbots as neutral or positive (Master 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 (Master of Code)
• 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)
• 69% of banking customers are willing to use AI chatbots to improve experiences (Salesforce)
• 36% of shoppers reported to be influenced by chatbots in purchasing decisions (Statista)
• 77% of customers say chatbots will transform their expectations of companies within five years (Salesforce)
• Six in ten U.S. consumers say that chatbots save their time and 45% appreciate chatbots for their immediate response (Statista)
• 33% of customers say that waiting on hold is the most frustrating aspect of speaking to a customer service representative (Hubspot)
• Around 67% of consumers interacted with a chatbot in the past year (Invesp)
• North America remains at the forefront of the chatbot market, holding a 30.72% share (Master of Code)
• Millennials are among the most frequent users of digital assistants, with 40% interacting with them daily (Master of Code)