GITNUXREPORT 2025

Live Chat Statistics

Live chat boosts customer satisfaction, loyalty, and sales through instant support.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

42% of customers expect a response from live chat within 5 minutes

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90% of customers rate an “instant response” as very important when they have questions online

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36% of consumers are happy to purchase from a brand that offers live chat, but only if they have good customer support

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87% of customers expect to communicate with a business via live chat in the future

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59% of consumers say they would buy more if live chat support was available

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73% of customers say they are satisfied with their live chat experience

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79% of customers prefer live chat because it provides instant answers

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63% of people are more likely to return to a website that offers live chat

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42% of consumers prefer live chat over email for quick customer support

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89% of customers want their questions answered in real-time

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53% of customers are more likely to shop with companies that offer live chat support

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69% of consumers prefer live chat for quick questions compared to other channels

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61% of customers say they’re more likely to buy from a site that has live chat support

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38% of consumers have used live chat to contact customer support in the last month

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52% of customers say live chat makes them more confident about making online purchases

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56% of users prefer live chat for troubleshooting

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85% of customers say that live chat has improved their overall experience with a brand

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48% of consumers expect to initiate a live chat from a mobile device

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95% of consumers say they are satisfied with live chat

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70% of customers will abandon a purchase if they can’t find quick answers, often satisfied by live chat

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55% of consumers prefer to use live chat over phone support because it’s faster

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73% of consumers want the ability to start a chat session from a mobile device

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82% of customers who have a positive live chat experience are likely to return

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77% of customers say they prefer live chat because it offers convenience

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46% of consumers say they prefer live chat because they don’t want to call customer service

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54% of companies think live chat is the most effective customer support channel

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71% of live chat users say it improves their experience

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60% of companies report that live chat has improved their customer satisfaction ratings

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50% of consumers want brands to offer live chat support on mobile devices

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79% of consumers have used live chat for product support

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65% of consumers say live chat helps build trust with a brand

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49% of consumers feel more confident buying online when live chat is available

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75% of live chat interactions are conducted on mobile devices

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66% of respondents prefer to resolve issues via live chat rather than email

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78% of consumers say live chat gives them faster responses than email or phone

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83% of consumers report positive experiences with live chat support

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52% of companies plan to increase their live chat staffing in the next year

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89% of consumers said that their experience with live chat influences their loyalty to a brand

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67% of consumers have used live chat while shopping online

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Live chat can reduce customer service costs by up to 30%

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64% of businesses report that providing live chat improved their response times

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59% of Americans have used live chat support in the past year

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69% of customer support queries are resolved in the first live chat interaction

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53% of retailers offer live chat support, up from 45% in recent years

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62% of consumers have abandoned a purchase due to poor customer service, often remedied via live chat

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Companies that use live chat see a 20% increase in conversions

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68% of companies see an increase in sales after implementing live chat

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84% of businesses say that live chat has helped them increase sales

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Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

73% of customers say they are satisfied with their live chat experience
79% of customers prefer live chat because it provides instant answers
63% of people are more likely to return to a website that offers live chat
42% of consumers prefer live chat over email for quick customer support
89% of customers want their questions answered in real-time
53% of customers are more likely to shop with companies that offer live chat support
69% of consumers prefer live chat for quick questions compared to other channels
61% of customers say they’re more likely to buy from a site that has live chat support
42% of customers expect a response from live chat within 5 minutes
38% of consumers have used live chat to contact customer support in the last month
52% of customers say live chat makes them more confident about making online purchases
90% of customers rate an “instant response” as very important when they have questions online
56% of users prefer live chat for troubleshooting

With over 90% of customers craving instant responses and 73% expressing satisfaction with live chat, it’s clear that this real-time support channel is transforming online shopping and redefining customer service expectations.

Customer Expectations and Behavior

42% of customers expect a response from live chat within 5 minutes
90% of customers rate an “instant response” as very important when they have questions online
36% of consumers are happy to purchase from a brand that offers live chat, but only if they have good customer support
87% of customers expect to communicate with a business via live chat in the future
59% of consumers say they would buy more if live chat support was available

Customer Expectations and Behavior Interpretation

With nearly half of customers demanding lightning-fast responses and the vast majority valuing instant communication, brands ignoring live chat risks losing not just inquiries but loyalty—and profit—before the chat window even closes.

Customer Satisfaction and Preferences

73% of customers say they are satisfied with their live chat experience
79% of customers prefer live chat because it provides instant answers
63% of people are more likely to return to a website that offers live chat
42% of consumers prefer live chat over email for quick customer support
89% of customers want their questions answered in real-time
53% of customers are more likely to shop with companies that offer live chat support
69% of consumers prefer live chat for quick questions compared to other channels
61% of customers say they’re more likely to buy from a site that has live chat support
38% of consumers have used live chat to contact customer support in the last month
52% of customers say live chat makes them more confident about making online purchases
56% of users prefer live chat for troubleshooting
85% of customers say that live chat has improved their overall experience with a brand
48% of consumers expect to initiate a live chat from a mobile device
95% of consumers say they are satisfied with live chat
70% of customers will abandon a purchase if they can’t find quick answers, often satisfied by live chat
55% of consumers prefer to use live chat over phone support because it’s faster
73% of consumers want the ability to start a chat session from a mobile device
82% of customers who have a positive live chat experience are likely to return
77% of customers say they prefer live chat because it offers convenience
46% of consumers say they prefer live chat because they don’t want to call customer service
54% of companies think live chat is the most effective customer support channel
71% of live chat users say it improves their experience
60% of companies report that live chat has improved their customer satisfaction ratings
50% of consumers want brands to offer live chat support on mobile devices
79% of consumers have used live chat for product support
65% of consumers say live chat helps build trust with a brand
49% of consumers feel more confident buying online when live chat is available
75% of live chat interactions are conducted on mobile devices
66% of respondents prefer to resolve issues via live chat rather than email
78% of consumers say live chat gives them faster responses than email or phone
83% of consumers report positive experiences with live chat support
52% of companies plan to increase their live chat staffing in the next year
89% of consumers said that their experience with live chat influences their loyalty to a brand

Customer Satisfaction and Preferences Interpretation

With over 80% of consumers highly satisfied and a whopping 89% citing live chat as a key loyalty driver, it’s clear that in today’s fast-paced digital world, instant messaging isn’t just a convenience—it’s the new customer service currency, making quick answers and mobile accessibility paramount to turning browsers into loyal buyers.

Customer Support and Issue Resolution

67% of consumers have used live chat while shopping online
Live chat can reduce customer service costs by up to 30%
64% of businesses report that providing live chat improved their response times
59% of Americans have used live chat support in the past year
69% of customer support queries are resolved in the first live chat interaction
53% of retailers offer live chat support, up from 45% in recent years
62% of consumers have abandoned a purchase due to poor customer service, often remedied via live chat

Customer Support and Issue Resolution Interpretation

With over two-thirds of consumers turning to live chat and a majority resolving issues swiftly, businesses ignoring this real-time support tool risk losing sales and reputation—making live chat not just a convenience but a competitive necessity.

Impact on Sales and Business Growth

Companies that use live chat see a 20% increase in conversions
68% of companies see an increase in sales after implementing live chat
84% of businesses say that live chat has helped them increase sales

Impact on Sales and Business Growth Interpretation

These soaring statistics confirm that live chat isn't just a chat window—it's a serious sales booster, transforming customer engagement into a 20- to 84-percent lift in revenue.