- Live chat allows customers to directly talk to a brand, providing convenience. However, most consumers look towards quick responses. In statistics from HubSpot Research, 82% of consumers rated an immediate response as very important for marketing or sales questions.
- A further 90% of consumers rated similarly in terms of immediate responses for customer service questions. Waiting for responses was also rated the most frustrating aspect, with 33% rating it as their main annoyance.
- From the statistics, the majority of consumers see an ‘immediate’ response as 10 minutes or less, with 46% seeing this as the right response time for marketing, 60% for support and 62% for sales. This shows companies need to make sure their first response is quick, as to connect and engage the consumer.
Sources : https://www.userlike.com/en/blog/live-chat-advantages-disadvantages