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 |
|---|---|
| of buying decisions are based on how customers feel they are being treated | 70% |
| of consumers are more likely to make another purchase after a positive service experience | 89% |
| of unhappy customers who don't complain simply leave and never return | 91% |
| probability of selling to an existing customer vs 5–20% for a new prospect | 60–70% |
| more expensive to attract a new customer than to keep an existing one | 5x |
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.