Data Snapshot

US Online Adults Primarily Use Chat For Customer Service And Post-Purchase Inquiries

May 19th, 2023
Julie Ask, null
Julie Ask
Nicole Murgia, null
Nicole Murgia
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, 58% used chat to get help from customer service, 37% to get help after a purchase, and 25% to get help making their purchase decision about a product or service. Additionally, 24% used chat to get general information about a company. This is a snapshot of Forrester’s data on the different use cases for live chat that US online adults use when chatting with a company’s representative.

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