A study by Econsultancy from 2013 of 5,700+ online consumers revealed that 83% of online shoppers need support to complete a purchase.
They also found that 31% of shoppers expect an immediate response, and 40% expect a response within 40%.
- 31% immediately
- 40% within 5 min
- 11% within 30 min
- 5% within an hour
- 10% within a day
- 1% within a week
- 2% as long as it takes
Yet, 21% of companies fail to respond to Live Chat requests (source)
What’s the impact of having a Live Chat? (source)
- 38% of consumers are more likely to buy from a company if they offer live chat support (CrazyEgg)
- 63% of customers are more likely to return to a website that offers live chat. (Emarketer)
- For 79% of businesses, a live chat resulted in increased customer loyalty, sales and revenue. (Kayako)
- 3.84% increase in conversion rates with a 6% lift in revenue. (Goinflow)
- Website visitors that engage with your live chat are worth 4.5 times more than visitors that don’t. (ICMI)
- 10% increase in the average order value when engaging in a chat before making a purchase. (Forrester)
- 40% increase in conversion rate
Some other stats and insights: (source)
- 69% of America shoppers demand a live chat
- LivePerson and Jivochat (as of 2017) were the two most popular Live chat tools
- Amazon has an average wait time of 13 min (which I think is too long), but it’s available 24 hours, 7 days.
- Live chat is much less expensive and faster than phone and email
Convert.com recommends to use a scroll map to figure out where visitors usually pause on the page. That is likely when they need additional support. Trigger (open) your live chat popup at that point. (source)
Of course, if the user closes it, you should not insist by opening it again (ever). That would only annoy them. Let them open it if they want to message you.