- As live chats become increasingly popular routes for consumers to contact customer support, it is important to make sure that these interactions not only help the user, but leave them with a good opinion of your brand.
- Live chat statistics from Kayako show that many consumers favour quality support over the speed, with 95% indicating so. The results also showed that people were more likely to me loyal to a brand if they were offered live chat support, with 52% of answers.
- At the opposite side, 47% of customers said they haven’t had a positive live chat experience in that month. Disappointing experiences with your brand can lead to not only losing that customer, but influencing others to turn away.
Source : https://kayako.com/live-chat-software/statistics/