8+ Conversational Marketing Statistics & Facts [2023 No.]

I’ve compiled a list of insightful conversational marketing statistics; a brief overview is provided below.

Conversational Marketing Statistics: Key Numbers

  • Companies that used conversational marketing saw 20% more sales opportunities, 10% more average order value, and 5-10% more customer retention. 
  • Engaged prospects are 70% more likely to convert into marketing qualified leads.
  • 50.7% of businesses say conversational marketing allows them to respond faster.
  • 71% of customers expect businesses to communicate with them in real time.
  • 79% of companies say live chat increases customer loyalty and sales.
  • 90% of companies using conversational AI can handle more calls and complaints faster.
  • 52% of customers would buy again from a company that offers live chat.
  • 75% of customers prefer to text or chat with businesses.
  • 90% of B2B decision-makers believe conversational marketing can improve customer experience.
  • 8 in 10 businesses say live chat has increased sales, revenue, and customer loyalty.

Sources: (TS2 Space, Oracle, Wati, McKinsey & Company, Kayako, Market Splash, Business Wire, ZipDo, Vonage.)

#1. Conversational Marketing Boosts Sales Opportunities by 20%, Order Value by 10%.

Source: TS2 Space

Significance of the Data: Very High

Mentioned By: Business News Daily, Shopify, Mckinsey & Company, Friendbuy, Invoca, Hubspot, Zendesk, and more.

What does the data SuggestJustification
Implementing conversational marketing boosts sales opportunities.A significant boost in sales showcases effectiveness.
Conversational marketing enhances the average order value.Higher order value means more revenue per interaction.
It aids in retaining customers more effectively.Customer retention is key for sustained profitability.

#2. Engaged Prospects 70% More Likely to Become Marketing-Qualified Leads.

Source: Oracle

Significance of the Data: Very High

Mentioned By: Lead Forensics, Marketing Insider Group, Hubspot, Lucid Advertising, Exceed, Expandi, Inbox Insight, and more.

What does the data SuggestJustification
Prioritize prospect engagementEngaged prospects have a higher conversion rate.
Invest in tools to boost engagementEffective tools can directly influence lead quality.
Regularly assess engagement metricsMonitoring ensures continuous growth and refinement.

#3. 50.7% of Businesses Quicken Response Time With Conversational Marketing.

50.7% of businesses say they can respond quicker with conversational marketing

Source: Wati

Significance of the Data: High

Mentioned By: Linkedin, Market Splash, Vonage, Mopinion, Surepass, Amra And Elma, Soocial, and more.

What does the data SuggestJustification
Businesses enhance response time using conversational marketing.Quicker responses cater to customer expectations and needs.
Adopting conversational marketing is a competitive advantage.Over half of businesses recognize its immediate benefits.
Not incorporating conversational marketing can lag a business behind.A significant portion of companies have already seen its advantages.

#4. 71% of Consumers Demand Real-Time Communication from Companies.

Source: McKinsey & Company

Significance of the Data: Very High

Mentioned By: Salesforce, Linkedin, Ibm, Clevertap, Three Sixtee, Ecommerce Fastlane, and more.

What does the data SuggestJustification
Real-time communication is a demand, not a luxury.A majority of customers now expect instantaneous interactions.
Companies not offering real-time responses risk losing customer trust.Timely communication directly influences customer satisfaction.
Modern businesses must prioritize real-time engagement strategies.Staying competitive requires meeting or exceeding customer expectations.

#5. 79% Report Live Chat Increases Customer Loyalty, Amplifies Sales.

Source: Kayako

Significance of the Data: Very High

Mentioned By: Go Squared, Colorl Ib, Super Office, Gorgias, Popupsmart, Live Agent, Electric Marketing, Reve Chat, and more.

What does the data SuggestJustification
Live chat plays a pivotal role in customer retention.A significant majority of businesses have experienced its benefits.
Companies can boost sales by integrating live chat.The correlation between live chat and increased sales is evident.
Not adopting live chat might place a business at a competitive disadvantage.As most firms attest, it’s a tool that fosters loyalty and revenue.

#6. Conversational AI Enables 90% of Firms to Handle Calls, Complaints Faster.

Source: Market Splash

Significance of the Data: Very High

Mentioned By: Gnani, Ai Multiple, Deloitte, Saxon, Cx Today, Chatbot, Mit Technology Review, Zdnet, and more.

What does the data SuggestJustification
Conversational AI significantly enhances call and complaint handling capacity.The vast majority of firms have realized its operational efficiency.
Implementing conversational AI tools is crucial for efficient customer service.Speed and volume in responses directly impact customer satisfaction.
Businesses not leveraging conversational AI risk being overwhelmed by customer demands.Nearly all adopters highlight its ability to manage increased workloads.

#7. 52% of Buyers Return to Businesses Equipped with Live Chat.

Source: Business Wire

Significance of the Data: High

Mentioned By: Kayako, Help Scout, Popupsmart, Superoffice, Zendesk, Salesforce, Enchant, and more.

What does the data SuggestJustification
Live chat directly influences repeat business.Over half of consumers exhibit loyalty due to this feature.
Businesses should integrate live chat to foster customer loyalty.It’s a clear determinant in a consumer’s decision to repurchase.
Ignoring the potential of live chat may lead to missed sales opportunities.A significant percentage of consumers value and reward its presence.

#8. 75% of Customers Opt for Texting or Chatting with Businesses.

Significance of the Data: Very High

Mentioned By: Yougov, G2, Linkedin, Pr Newswire, Avochato, Business Wire, Text Better, and more.

What does the data SuggestJustification
Text and chat are the preferred modes of communication for customers.A dominant majority of customers are clear in their communication preference.
Emphasizing text and chat interactions is vital for businesses.Meeting these customer preferences can enhance satisfaction and engagement.
Not offering these channels might alienate a large portion of customers.Given the substantial percentage, businesses risk losing touch with consumer needs.