Live Chat Survey: About Half More Likely to Support Companies With Live Chat

Technology is changing the way customers and businesses communicate. According to a report from Econsultancy, customers prefer live chat over other methods when it comes to online customer service. Though it’s still a relatively new concept for businesses, there are already many that use live chat features on their websites. So what do consumers think about these live chat features? We asked 1,000 respondents about their thoughts on live chat and online customer service.

live chat

Customer Service

In Ask Your Target Market’s latest survey, 7% of respondents said that they always have questions for companies when visiting their websites. 14% do so most of the time. 31% said they find themselves having questions about half of the time when they visit companies’ websites. 39% said they rarely ever have questions. And just 9% never do.

Other than live chat, there are already several different ways consumers can ask questions or express concerns to businesses. 83% said they’ve reached out to businesses via email. 81% said they’ve contacted companies with customer service issues by phone. 46% have reached out to companies via direct mail. And 44% have contacted businesses via social media.

Live Chat

However, 17% of respondents said that they’ve used live chat to contact companies with questions or customer service issues many times. 45% have used live chat features once or twice. And 38% never have. Amazon was the most popular company that consumers have contacted via live chat. But others also mentioned Verizon, Walmart and AT&T. Overall, 62% of those who have used live chat for customer service issues said they were at least somewhat satisfied with the experience.

Customer Benefits

In general, 84% of consumers agreed that companies should make it as easy as possible for customers to contact them. 73% think that live chat features make it easier for customers to get questions answered quickly. 72% said that even if they don’t use it, they like seeing that companies have live chat options on their websites. And 52% said they are more likely to support companies that offer live chat options for customer service.

Key Takeaways

Live chat is becoming increasingly popular with online companies like Amazon, and for good reason. Even those who don’t use the feature like having it as an option just in case. And more than half of consumers said they would actually be more likely to support businesses that offer the feature. However, both email and phone were still more popular than live chat, at least up until this point. So it’s a good idea to have multiple options for customers, as many businesses do. And since live chat is seen as a positive thing, just not one that people are likely to use all that often, it’s also a plus if the live chat function doesn’t have much of an impact on the user experience unless customers opt to use it. Just having a small button or window alerting customers that it’s an option can be enough to have an impact.

You can view the complete survey results in the widget below and be sure to click “Open Full Report” to take advantage of all the chart and filter options.

Photo Credit: Male Typing by Adikos under CC BY 2.0

What do you want to know? If you need some consumer insights on a particular topic, let us know in the comments below and we’ll consider it for an upcoming survey post.

Results were collected on November 23-29 via AYTM’s online survey panel.

Anne Pilon brings 3 years experience to AYTM as a blogger and journalist. She has a degree in journalism and marketing communications from Columbia College in Chicago and enjoys writing about business, marketing, social media, and art.