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 use multiple channels during their customer journey | 73% |
| customer retention rate for companies with strong omnichannel engagement | 89% |
| higher customer lifetime value for omnichannel vs single-channel customers | 33% |
| of customer service teams that offer multiple channels see higher satisfaction scores | 91% |
| more annual revenue for companies with strong omnichannel strategy | 3.4x |
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.