Data-backed statistics to help you build a business case for live chat investment, benchmark your performance, and understand industry trends in 2025.
| Statistic | Data Point |
|---|---|
| increases profits by 25–95% | increasing customer retention by 5% |
| of a company's business comes from existing customers | 65% |
| of customers with proactive chat support report being "very satisfied" | 77% |
| of at-risk customers are retained when proactively engaged via chat before cancellation | 60% |
| of customers stopped doing business with a company due to a bad customer service experience | 82% |
Statistics are sourced from industry reports (Forrester, Gartner, Salesforce State of Service, LiveChat Annual Report, and peer-reviewed academic studies) and aggregated to represent the most current available data as of Q1 2025.