Data Snapshot

US Online Adults Use Chat To Get Help For Various Reasons

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, 43% opted to use live chat because it is their preferred way to get help, 34% did so because it was their only option, and 28% did so because it took too long to get help on the phone. Additionally, 24% used chat because it was available in their preferred language. This is a snapshot of Forrester’s data on why US online adults use live chat with a company’s representative to receive help.

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