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 attempt self-service before contacting live support | 81% |
| average cost of a human-handled support ticket vs $0.10 for self-service deflection | $22 |
| of customers prefer self-service for simple questions | 69% |
| of millennials expect self-service options to be available | 71% |
| decrease in support costs for companies with robust self-service integrated with live chat | 73% |
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.