Data Snapshot

Nearly One-Third Of US Online Adults Prefer To Get Help Over The Phone Rather Than Using Chat

May 19th, 2023
Nicole Murgia, Senior Researcher
Nicole Murgia Senior Researcher
Julie Ask, null
Julie Ask
With contributors:
Fiona Swerdlow , Taylor Hansen

In the past six months, 53% of US online adults have used live chat with a company’s representative to get help. Of those, 43% opted to use live chat because it is their preferred way to get help. However, among those who have used live chat seldomly, if at all, in the past six months, 32% said they would rather get help over the phone, and 25% would rather get help in person. Other reasons why US online adults don’t use live chat to get help include that it takes too long to solve their problems or the representative sounded too scripted or bot-like. This is a snapshot of Forrester’s data on why US online adults don’t use live chat with a company’s representative more often to receive help.

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