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 live chat conversations happen on mobile devices in 2025 | 65% |
| of consumers use mobile for customer service at least sometimes | 67% |
| of mobile users abandon a chat widget that doesn't render correctly | 52% |
| higher abandonment rate for chat widgets with load times over 3 seconds on mobile | 3x |
| of users who have a good mobile chat experience return to that brand | 78% |
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.