15 Key Conversational Marketing Statistics For 2025

Conversational marketing is transforming how brands engage with customers. Real-time interactions through chatbots and live chat allow companies to provide faster, personalized support while capturing leads and driving loyalty.

With the rise of AI-powered chat tools, businesses can handle more queries efficiently and enhance the overall customer experience. The following statistics highlight the trends and benefits of conversational marketing.

How we collected this data

The statistics below are sourced from industry research, surveys, and reports from Tidio and Kayako, reflecting real-world usage, adoption, and consumer attitudes toward chatbots and live chat.

15 Key conversational marketing statistics

1. Almost 1.5 million people had at least one conversation with a chatbot within the past year. [Tidio]

2. About 82% of respondents would talk to a chatbot if there was any waiting involved in talking to a human representative. [Tidio]

3. About 60% of business owners believe that AI chatbots can help to improve their customers’ experience. [Tidio]

4. About 90% of customer queries are resolved in fewer than 11 messages. [Tidio]

5. By 2025, the number of businesses using AI chatbots is projected to increase by 34%. [Tidio]

6. By 2028, the chatbot market is expected to reach $15.5 billion, up from $4.7 billion in 2020. [Tidio]

7. 27% of shoppers use chatbots daily, while 34% do so a few times a week. [Tidio]

8. 52% of consumers are more likely to remain loyal to a company that offers live chat support. [Kayako]

9. 63% of people who spend between $250–500 a month online are the most likely to buy from and remain loyal to companies offering live chat. [Kayako]

10. 29% of consumers have told friends or colleagues about a positive live chat experience. [Kayako]

11. 20% of consumers have told friends or colleagues about a poor live chat experience. [Kayako]

12. 24% of consumers say long wait times are their biggest frustration. [Kayako]

13. 29% of consumers find scripted, impersonal responses the most frustrating. [Kayako]

14. 9% of consumers say having to repeat themselves is the most frustrating part of a live chat experience. [Kayako]

15. 95% of customers value thorough, high-quality support more than speed. [Kayako]

Conclusion

To maximize the benefits of conversational marketing, integrate AI chatbots for fast query resolution while keeping live chat available for complex interactions. Monitor feedback and continually optimize scripts to reduce frustration.

Focus on providing personalized, high-quality support that builds loyalty and encourages repeat purchases. Using these insights, companies can prioritize the right tools and strategies to improve engagement and strengthen customer relationships.