Here at Remark, we believe live chat is one of the best ways to engage and support shoppers throughout their buying journey. And as any brand offering chat knows, you should expect shoppers to use it around the clock. Now, we have the data to back that up.
Most Chats Happen Outside Business Hours
In August 2025, we analyzed more than 25,000 chats across our customer base and found that, on average, only 42.5% of chats happen during standard business hours.
Here, we define “business hours” as 9:00 a.m. to 5:00 p.m. in each brand’s local time zone. While there are a few outliers, most brands fall within a narrow band: the interquartile range is 36%–45%. In fact, not a single brand saw more than 60% of chats during business hours.
When Shoppers Reach Out: Evenings, Weekends, and Beyond
Breaking things down by product category adds more texture. Travel brands see the highest share of chats during the workday, but even they don’t reach 50%. Electronics brands sit at the other end of the spectrum, with only 31% of chats coming in while offices are open.
And it’s not just weekday nights driving this behavior. When we compared weekends to weekday evenings, the volumes were nearly identical — within five percentage points in every category. In other words, shoppers don’t just wait until Monday morning. They expect help whenever they’re browsing, whether it’s Tuesday at 10 p.m. or Saturday afternoon.
The Big Opportunity in Always-On Engagement
Shopper engagement beyond business hours isn’t a challenge to be managed, it’s an opportunity. Brands that embrace it build deeper connections, answer more questions, and turn late-night browsers into buyers.
Want to see how Remark helps brands keep up with shoppers around the clock? Let’s talk.
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