We are nearing the end of 2019, but it’s still not too late to consider outsourcing live chat support services! This kind of outsourcing service not only holds a heap of benefits for companies, but also its past, present and future value supported by different studies and statistics.

What’s so good about it?

It is showing no signs of slowing down.

In this blog, we enumerate and discuss the 10 Live Chat statistics that in a way, play a pivotal role in a company’s development if outsourced:

Waiting Time 

According to Comm100, the average waiting time grew by as much as 11 seconds from 2017 to 2018. However, this only applies to organisations that scored high in customer satisfaction rates. Companies who scored lower only had an average time of 25 seconds. If you’re known for good customer service reviews, you’re in a great position.

Mobile Chat Effectiveness

Over 51.58% of chat queries were sent from a mobile device last year. This shows the increased usage of mobile phones for consumers to communicate with brands of their enquiries.

Connection with Visitors

In Zoho’s Live Chat Statistics report, it showed that 87% of companies outsourced live chat services to connect better with web-visitors in real-time.

10 Minutes is the Max 

As the years go by, 90% of consumers expect businesses to immediately respond to questions before running out of patience on the 10-minute mark according to HubSpot Research.

Loyalty through Live Chat

Consumers who spend an average of $250-300 a month online are expected to be loyal to brands that offer live chat support based on Kayako’s market research.

Live Chat over Phone Services

Consumers favour live chat over any other phone service because of the fact that the former doesn’t put them on hold; it’s always available.

Good conversion = Purchase

Research made by Invesp discovered that 38% of consumers would end up buying a product or service due to a good chat session with the agent.

Better Understanding of Consumers

Zoho’s study revealed that 43% of brands began to understand their consumers better after using Live Chat for one year.

Chatters to Customers

A data from Intercom revealed that when a website visitor proactively communicates with you, 82% are likely to become customers in the end. The number just shows how useful live chat is.

63% of Millennials prefer Live Chat

The millennial generation, those born between 1981-1995, seem to prefer having their customer service questions answered via live chat. With that in mind, how much more for Generation Z?

Start Now!

Begin living the benefits of live chat for your company by outsourcing to a reliable Australian BPO company; Forward BPO. We have a number of BPO outsourcing services all aimed at helping your company get ahead of the competition! Our services range from after-hours call answering service, social media, telemarketing, b2b lead generation, phone support, and email.

Check out our website for more info or contact us here!