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 |
|---|---|
| overall customer satisfaction rate for live chat — highest of any support channel | 73% |
| CSAT for email, 44% for phone — live chat outperforms both | 61% |
| of customers say they are satisfied with live chat when an agent is available | 83% |
| of customers prefer chat over phone for simple service inquiries | 55% |
| higher NPS scores for companies offering live chat vs those without | 29% |
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.