Live Chat Benchmark Report 2025

How Does Your Live Chat Support Stack Up?

Live chat is widely considered to be the backbone of customer support, delivering the highest satisfaction scores across all service channels. But are you meeting customer expectations?

As always, our annual Live Chat Benchmark Report dives deep into real performance benchmarks, not just industry averages. Compare your live chat strategy against leading brands across industries like iGaming, Education, Technology, Banking, Business Services, eCommerce and more.

Here are just a few interesting stats from this year’s report:

• 8% decrease in overall chat duration compared to 2023, reaching its lowest point since 2017.
• 3.03% decrease in response time while wait time increased by 4.89%.
• 73.8% of chats were handled by AI, up from 62.7% last year.
• 77.9% of all chats now happen on mobile, reflecting changing consumer behavior.

But taken out of context, these numbers might not paint the full picture. The report includes detailed breakdowns by team size and industry, including other key metrics.

Want to see how your live chat support compares? Get data-backed insights to elevate your customer experience in 2025.