This report examines the considerations required for the implementation of online live chat, drawing upon data from a recent Software Advice survey on customer preferences and discussions with companies currently offering live chat as a customer service channel.

1. Software Advice IndustryView:
Live Chat Customer Service Report
Trends and best practices from the industry

2. This report examines the business considerations required for the implementation
of online live chat, drawing upon data from a recent Software Advice survey on
customer preferences and discussions with companies that currently offer live
chat as a customer service channel. This examination will help businesses make
more informed decisions about implementing live chat.
Abstract

3. Percent of sample
Over 50 percent of U.S. adults have successfully used live chat to answer a
customer service question. Thirty-nine percent have used live chat more than once.
Usage of Live Chat to Answer Question
Many times
A few times
Once
Used unsuccessfully
Never
0% 10% 20% 30% 40% 50%

4. Live chat usage is strongly correlated with customer age, with younger customers
being twice as likely as older customers to have used it “many times.”
18 - 34 35 - 54 55+
Usage of Live Chat, by Age
Many times
A few times
Once
Used unsuccessfully
Never
0% 10% 20% 30% 40% 50% 60%

5. Consumer preference to use live chat versus phone varies depending on the nature
of their customer service issue. Most use it for online shopping questions.
Phone Live chat
Preferences for Phone vs. Live Chat, by Query Type
Financial queries
Simple queries
Shopping queries
0% 10% 20% 30% 40% 50% 60% 70% 80%

6. Even though consumer preference for live chat varies depending on the type of
question, the relationship between customer age and channel preference holds.
Preferences in Financial Queries
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Prefer live chat Prefer phone
18 - 24
55 - 64
45 - 54
35 - 44
25 - 34
65+

7. Even though consumer preference for live chat varies depending on the type of
question, the relationship between customer age and channel preference holds.
Preferences in Simple Queries
Prefer live chat Prefer phone
18 - 24
55 - 64
45 - 54
35 - 44
25 - 34
65+
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%

8. Even though consumer preference for live chat varies depending on the type of
question, the relationship between customer age and channel preference holds.
Preferences in Online Shopping Queries
Prefer live chat Prefer phone
18 - 24
55 - 64
45 - 54
35 - 44
25 - 34
65+
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%

9. Percent of sample
Users point to no time spent waiting on hold and overall convenience as top
reasons for choosing live chat.
Primary Reason for Choosing Live Chat vs. Phone
No hold times
Convenient
Easy to multitask
Provides record of chat
Can use at work
0% 10% 20% 30% 40% 50%

10. Software Advice™ is a trusted resource for software buyers. The company's
website, www.softwareadvice.com, provides detailed reviews, comparisons and
research to help organizations choose the right software. Meanwhile, the company’s
team of software analysts provide free telephone consultations to help each
software buyer identify systems that best fit their needs. In the process, Software
Advice connects software buyers and sellers, generating high-quality opportunities
for software vendors.
@SoftwareAdvice /company/software-advice
@SoftwareAdvice/SoftwareAdvice
Read about our findings in more detail.Read Report