Benchmarks for satisfaction, conversion impact, responsiveness, and channel mix in live chat.
Live chat benchmarks: satisfaction scores, conversion impact, response time expectations, and channel mix. Sources include Kayako, SuperOffice, LiveChat, Comm100, and Forrester.
Live chat continues to outperform other traditional support channels on satisfaction in the public benchmark data kept here.
The conversion case is still strong: Kayako reports that 79% of businesses see a positive impact on sales, revenue, or loyalty, and 38% of consumers are more likely to buy when live chat is available.
Purchase-stage assistance matters. Forrester found that nearly half of online consumers consider access to a live person during checkout one of the most important features a site can offer.
Execution still breaks many programs: SuperOffice found that 21% of live chat requests went unanswered and average wait time was 2 minutes and 40 seconds.
Modern live chat is increasingly AI-assisted and mobile-first, with Comm100 reporting 73.8% AI-handled chats and 77.9% of chats taking place on mobile.
| Statistic | Source | Year |
|---|---|---|
| 87% of live chat interactions receive positive customer satisfaction ratings. | Kayako | 2025 |
| 95% of customers say getting thorough, high-quality support matters more than getting a quick response. | Kayako | 2025 |
| Live chat earns a 73% satisfaction rate, compared with 61% for email and 44% for phone support. | Kayako | 2025 |
| 52% of consumers are more likely to remain loyal to a company that offers live chat support. | Kayako | 2025 |
| 79% of businesses say live chat has a positive effect on sales, revenue, and customer loyalty. | Kayako | 2025 |
| Businesses using live chat report 10% higher average order value. | Kayako | 2025 |
| 38% of consumers are more likely to buy from a company if it offers live chat support. | Kayako |
The public data still supports that conclusion. Kayako reports 87% positive satisfaction for live chat interactions and a 73% satisfaction rate versus 61% for email and 44% for phone support.
Yes. Kayako reports that 79% of businesses see a positive effect on sales, revenue, or loyalty, and 38% of consumers say they are more likely to buy from a company that offers live chat.
Public sources do not point to one universal target, but they frame the range. LiveChat reports a 35-second first response average, while SuperOffice found an average wait time of 2 minutes and 40 seconds in its study.
| Live chat earns a 73% satisfaction rate, compared with 61% for email and 44% for phone support. | Satisfaction & Preference | Kayako | 2025 | Source |
| 52% of consumers are more likely to remain loyal to a company that offers live chat support. | Satisfaction & Preference | Kayako | 2025 | Source |
| 79% of businesses say live chat has a positive effect on sales, revenue, and customer loyalty. | Conversion & Revenue Impact | Kayako | 2025 | Source |
| Businesses using live chat report 10% higher average order value. | Conversion & Revenue Impact | Kayako | 2025 | Source |
| 38% of consumers are more likely to buy from a company if it offers live chat support. | Conversion & Revenue Impact | Kayako | 2025 | Source |
| 29% of consumers say they told friends or family about a positive live chat experience. | Conversion & Revenue Impact | Kayako | 2025 | Source |
| 44% of online consumers say that having a live person answer questions during an online purchase is one of the most important website features. | Conversion & Revenue Impact | Forrester | 2015 | Source |
| 21% of live chat support requests go unanswered in the SuperOffice study. | Speed & Staffing Benchmarks | SuperOffice | 2017 | Source |
| The average live chat wait time in the SuperOffice benchmark was 2 minutes and 40 seconds. | Speed & Staffing Benchmarks | SuperOffice | 2017 | Source |
| The same SuperOffice benchmark found an average live chat handle time of 6 minutes and 50 seconds. | Speed & Staffing Benchmarks | SuperOffice | 2017 | Source |
| LiveChat reported a 35-second global average first response time. | Speed & Staffing Benchmarks | LiveChat | 2025 | Source |
| LiveChat reported 84.1 chats handled per agent per day on average. | Speed & Staffing Benchmarks | LiveChat | 2025 | Source |
| LiveChat reported an 8-minute, 25-second global average chat duration. | Speed & Staffing Benchmarks | LiveChat | 2025 | Source |
| LiveChat reported average chat availability of 17 hours and 58 minutes per day. | Speed & Staffing Benchmarks | LiveChat | 2025 | Source |
| Comm100 reports that 73.8% of chats were handled by AI in 2025. | AI & Mobile Trends | Comm100 | 2025 | Source |
| Comm100 reports that 77.9% of chats now happen on mobile devices. | AI & Mobile Trends | Comm100 | 2025 | Source |
| LiveChat says 94.2% of chats in its dataset occurred on mobile devices. | AI & Mobile Trends | LiveChat | 2025 | Source |
| 2025 |
| 29% of consumers say they told friends or family about a positive live chat experience. | Kayako | 2025 |
| 44% of online consumers say that having a live person answer questions during an online purchase is one of the most important website features. | Forrester | 2015 |
| 21% of live chat support requests go unanswered in the SuperOffice study. | SuperOffice | 2017 |
| The average live chat wait time in the SuperOffice benchmark was 2 minutes and 40 seconds. | SuperOffice | 2017 |
| The same SuperOffice benchmark found an average live chat handle time of 6 minutes and 50 seconds. | SuperOffice | 2017 |
| LiveChat reported a 35-second global average first response time. | LiveChat | 2025 |
| LiveChat reported 84.1 chats handled per agent per day on average. | LiveChat | 2025 |
| LiveChat reported an 8-minute, 25-second global average chat duration. | LiveChat | 2025 |
| LiveChat reported average chat availability of 17 hours and 58 minutes per day. | LiveChat | 2025 |
| Comm100 reports that 73.8% of chats were handled by AI in 2025. | Comm100 | 2025 |
| Comm100 reports that 77.9% of chats now happen on mobile devices. | Comm100 | 2025 |
| LiveChat says 94.2% of chats in its dataset occurred on mobile devices. | LiveChat | 2025 |
LiveChat reports an 8-minute, 25-second global average chat duration, while the older SuperOffice benchmark found 6 minutes and 50 seconds for average handle time.
Comm100 reports that 73.8% of chats were handled by AI in 2025. That figure is source-specific, but it clearly shows how much the channel has shifted toward automation.
Customer support statistics for 2026 covering response times, customer expectations, self-service behavior, and retentio...
