We wanted to provide a simple approach that explains the value of chat to customers and companies. The good news is that it is great for both. Clearly, chat is the preferred channel for customers, because it’s quick and easy. Your business can benefit from lower costs, increased loyalty, and higher sales. This win-win value demonstrates why there’s growing demand for chat.

1. Econsultancy
50% cheaper than
handling phone calls
This infographic is provided by GlowTouch, an award-winning Customer Support
Service firm that assists companies worldwide with customer and technical
support across live chat, email and phone.
glowtouch.com | letschat@glowtouch.com | 502 410 1732
The Value of Chat
The Best Channel for Customers
Preferred
Channel
PUTTING PEOPLE FIRST
Live Chat
73%
Email
61%
said I get my
questions answered
quickly
79%
said because
I can
multi-task
51%
said because it’s the
most efficient
communication
46%
Phone
44%
Outstanding ROI for Companies
Customer
Benefits
of Chat
Aberdeen
SuperOffice
Acquire.io
Forrester
Econsultancy
Growing
Demand
Live Chat
Cost
Sales
Loyalty
33%
10% 40%
59%
2019
2020
2021
Only 33% of companies offer live chat
but it is estimated that the number will
grow to 59% in the next two years.
63%
of consumers reported that they
are more likely to return to a
website that offers live chat.
increase in the
average order value
increase in
conversion rate