Did you know? Live chat is now one of the most popular channels of customer support for online businesses and customers alike. Most studies show that over 50% of eCommerce stores now have some form of chat support, which they use to not only deal with customer questions and complaints, but also as a tool to engage, upsell and enhance their online revenue.

1. Copyright Arcanys © 2010–2014

2. 25 Fascinating Facts & Stats about LiveChat | © 2014 www.arcanys.com
A list of stats and facts about live chat and the customer
experience that you may not know, and some you
probably didn’t need to know, but we think are pretty
cool regardless. Enjoy!
• 42% of customers indicate using a live online chat feature vs. email (23%)
or other social media (16%). (2013 U.S. Wireless Customer Care Full-Service Performance Study)
• 90% of customers consider live chat helpful. (source: ATG Global Consumer Trend study)
• 45% of companies offering live chat support reported an increase in site traffic
and reduced phone inquiries. (CRM Magazine)
• 44% of online consumers say that having questions answered by a live person
while in the middle of an online purchase is one of the most important features a
Web site can offer. (Making Proactive Chat Work by Forrester Research)
• 62% of Internet consumers said they would purchase more products
online if live customer support were available (from poll conducted by Anderson Consulting).
• 77% of people shopping online would like to make contact with a real person
before making a purchase, and over half say that the lack of interaction has
caused them not to purchase. (Wells Fargo Proves The Business Case For Online Chat – Forrester Research)
• 63% of customers said they were more likely to return to a website that offers
live chat based on an emarketer.com survey.
• Reactive chat (click-to-chat) earned a 15% ROI whereas Proactive chat
(or chat by invitation) earned an impressive 105% ROI – Forrester Research.
• 66% of shoppers will actively look for sites that provide live chat once they have
used it. (BoldChat Software survey, 2010)
• 83% of consumers require some degree of customer support while making an
online purchase. (eConsultancy)
The Numbers
25 Fascinating Facts
& Stats about LiveChat
of Customers
consider livechat
useful.
90%

3. 25 Fascinating Facts & Stats about LiveChat | © 2014 www.arcanys.com
• 92% of companies studied reported a decline in customer satisfaction
mainly due to customer disappointment from inconsistent service.
(North American Technographics Customer Experience Online Surveys)
• 42% of service agents are unable to efficiently resolve customer issues due to
disconnected systems, archaic user interfaces, and multiple applications. (Forrester)
• 600% to 700% more costly to attract a new customer than it is to retain an
existing customer. (White House Office of Consumer Affairs)
• 89% of consumers have stopped doing business with a company after
experiencing poor customer service. (RightNow Customer Experience Impact Report)
• 400% more likelihood a customer will buy from a competitor if the
problem is service related vs. price or product related. (Bain & Co.)
• 33% of consumers would recommend a brand that provides a quick but
ineffective response as opposed to 17% who would recommend a brand that
provides a slow but effective solution. (Nielsen-McKinsey)
• 81% of companies motivate employees to treat customers fairly, and 65%
provide effective tools and training to gain trust with their customers.
(Peppers and Rogers Group)
• 70% of buying experiences are based on how the customer feels they are
being treated. (McKinsey)
• 55% of consumers would pay more for a better customer experience.
(Defaqto Research)
• 10% increase in customer retention levels result in a 30% increase in the
value of the company. (Bain & Co)
Why You Should Prioritise
Customer Service
Communicate with
Your Customers
Interact openly and regularly
with your customers to build
a meaningful relationship
with them that is based on
mutual trust. Most importantly,
once you gain their loyalty, don’t
rest on your laurels.
Keeping your customers
satisfied should be an ongoing
process, because the last
thing you want is to have all of
your hard work undone by one
careless oversight, or an off-hand
employee.
The simple truth is that it is
much easier to retain an existing
client than recruit a new one.
So treat them well.
of consumers have
stopped doing business
with a company
after experiencing
poor customer service.
(RightNow Customer Experience Impact Report)
89%

4. 25 Fascinating Facts & Stats about LiveChat | © 2014 www.arcanys.com
• Most chat requests take place on a Thursday, between the hours of
2pm – 3pm.
• On average it takes 23.4 seconds for a live chat operator to respond to a
question, and another 42.9 seconds to reach resolution.
• Expect a shift from reactive chat support to proactive greetings and
even offering consumer advice in 2014. This will in turn lead to increased
personalisation and customer profiling of the chat experience.
• Watch for the integration of live chat software on business’ social
media sites.
• Look for web chat to go mobile in 2014 and a surge in the use of
webchat mobile apps that allow retailers to help customers regardless of
where they are or what device they are using.
Most chat requests
take place on a
Thursday, between the
hours of 2pm – 3pm.
What’s Trending in 2014?
from Live Chat Trends for 2014 by Zopim
The Origins of
Online Chat
The first online chat system
was called Talkomatic, and was
created by Doug Brown and
David R. Woolley in 1973 on the
PLATO System at the University
of Illinois. It offered several chat
channels, each of which could
accommodate up to five people,
with messages appearing on all
users’ screens character-by-character
as they were typed,
and then completely forgotten
once the text moved off-screen.
Believe it or not, Doug and David
actually developed and launched
a web-based Talkomatic. Version
2.0 introduced private chat
rooms and was released May 28,
2014... over 40 years later!
0 3 0 0
0 2 0 0

5. 25 Fascinating Facts & Stats about LiveChat | © 2014 www.arcanys.com
The Lighter Side
Although
your customers
won’t love you
if you give bad
service, your
competitors
definitely will.
– Kate Zabriskie
Quote
Goes to show
that even the
best of us
aren’t perfect.
Amazon was rated #1 for Giving Excellent Service in 2011,
although probably not based on this particular case…

6. Take a look at the images below and see if you can guess which button placement and button design for the
live chat feature ranked the highest amongst respondents from a purely aesthetic aspect.
Location A | Button B
About Arcanys
Arcanys is a Cebu-based company that specializes in developing and launching ideas. Entrepreneurs ourselves, we are passionate about innovation and working with
new technologies. We like change and are constantly looking to evolve our core skills to better develop, launch and support new ideas. Having expanded rapidly in the
past 4 years in the fields of customer support and digital marketing, our agile and dynamic nature means that there are no limits to where we grow next.
Arcanys © 2014
Say hello! Visit our site at www.arcanys.com or drop us a line at solutions@arcanys.com
What do you think?
Location A
Location C
Location B
Location D
Live Chat
Click here to start chat SEND
Hi,
I’m a real person,
let’s chat.
Live Chat
Click here to start chat SEND
A
Live Chat
Click here to start chat SEND
B
Live Chat
Click here to start chat SEND
C
D
Think you know which placement and design the respondents chose?
See their answers below...