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 |
|---|---|
| lost annually to preventable cart abandonment | $18 billion |
| of abandoned carts recovered by proactive live chat triggers | 35% |
| of online shoppers abandon purchases if they can't find quick answers | 53% |
| of shoppers expect personalized service based on their purchase history | 71% |
| increase in average order value when live chat is used during shopping | 22% |
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.