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 customers prefer live chat over email and phone for customer service | 73% |
| of consumers are more likely to buy from a company that offers live chat support | 38% |
| of businesses report that offering live chat increased sales and revenue | 79% |
| of online consumers say that having questions answered by a live person is the most important feature a website can offer | 44% |
| of customers are more likely to return to a website that offers live chat | 63% |
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.