Online chat forums have been around since they were invented at the University of Illinois in 1973, and our eagerness to chat is showing no signs of abating. If you are not offering live chat as a part of your customer service, here are some numbers to consider.
Millennials prefer chat
Chat as a part of customer services is gaining popularity steadily. Chat adoption rates are up from 38% in 2009 to 58% in 2014, and chat volumes are projected to grow at a compound annual growth rate of 24% from 2014-2018. While 72% of customers are satisfied or very satisfied with customer support when shopping online, this number rises to 92% when chat is available on mobile devices. 63% of millennials prefer basic customer support questions to be answered by chat.
53% of customers would rather start customer service contact through chat than a phone call, and 62% of customers expect live chat to be available on mobile devices. As discussed in this blog post, mobile matters in 2016. Customers say that they like chat because it requires low effort, is convenient, the service levels are generally quite good and the interaction is becoming increasingly personalized.
For customers who chat before a purchase, the average order value increases 10%. That gives businesses a 48% increase in revenue per chat hour. It is also interesting to note that shoppers who utilise chat are worth 4.5 times as much as shoppers who don’t use chat.
If you need convincing further, this article gives a good overview of relevant statistics.