of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.
of respondents said they had made their purchase due to the chat session itself.
Live chat has the highest satisfaction levels for any customer service channel, at 73%, compared with 61% for email and 44% for phone.
Today, more than 30% of customers expect live chat on your website. For customers that visit your website on a mobile device, this number is as high as 62%.
of customers are more likely to return to a website that offers live chat.
Chat has become the leading contact source within the online environment, with 42% of customers using chat versus email (23%) or other social media forum (16%).