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A further 38% of respondents said they had made their purchase due to the chat session itself. It’s cheaper and faster.“Agents can support multiple customers simultaneously (typically 4–5, but sometimes more!

We’ve heard this so many times that we’ve added a comparison page and linked it to the home page. Live chat is a bit like texting and that’s why we like it. They are doing multiple things and just like text messages, you can take a moment to compose without the pressure for an immediate reply.

So yes, in our experience this is absolutely true.6–7 times more costly to attract a new customer than retain existing one It is 6–7 times more costly to attract a new customer than it is to retain an existing customer. People do like an immediate response of course but just like texting they’re also happy to get time to drink a coffee while chatting. This point has already been made but there is a something to add. On a phone it’s weird to pause for too long and on text it’s natural.

And those responses, says Scott, are far more detailed and insightful than old survey results.

customers are happier to hear from a product manager instead of receiving an impersonal survey.40% response rate to ‘why did you cancel’When people cancel, it’s important to understand why.

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