Resolution Time Benchmarks (2026)
Converge Team
The global average resolution time is 24 hr. Good teams target Under 12 hr, and excellent teams achieve Under 4 hr. These benchmarks are compiled from Industry composite aggregated from MetricNet, HDI, and LiveChatAI benchmarks (2025) and other publicly available industry reports.
What Is Resolution Time?
The total time from when a customer opens a conversation to when it's fully resolved. Includes all back-and-forth exchanges.
Resolution Time by Industry
Resolution Time varies significantly by industry. Industries with simpler, higher-volume queries (e-commerce, restaurants) tend to have better numbers than those with complex, compliance-heavy interactions (healthcare, fintech).
| Industry | Average | Good | Excellent |
|---|---|---|---|
| SaaS | 18 hr | 13 hr | 8 hr |
| E-commerce | 8 hr | 6 hr | 4 hr |
| Fintech | 20 hr | 14 hr | 9 hr |
| Healthcare | 36 hr | 25 hr | 16 hr |
| Agencies | 16 hr | 11 hr | 7 hr |
| Fashion | 6 hr | 4 hr | 3 hr |
| Beauty & Cosmetics | 5 hr | 4 hr | 2 hr |
| Gaming | 12 hr | 8 hr | 5 hr |
| Crypto & Web3 | 14 hr | 10 hr | 6 hr |
| Travel & Tourism | 28 hr | 20 hr | 13 hr |
| Hospitality | 10 hr | 7 hr | 5 hr |
| Restaurants | 4 hr | 3 hr | 2 hr |
| Hotels | 8 hr | 6 hr | 4 hr |
| Real Estate | 48 hr | 34 hr | 22 hr |
| Education | 24 hr | 17 hr | 11 hr |
Resolution Time by Channel
Channel choice has a major impact on resolution time. Messaging channels (chat, WhatsApp) consistently outperform email and social media.
| Channel | Average |
|---|---|
| Live Chat | 12 min |
| 4 hr | |
| 24 hr | |
| Social Media | 8 hr |
| Phone | 15 min |
Resolution Time by Company Size
Larger teams don't always mean better metrics. Company size affects resolution time through staffing, tooling, and process maturity.
| Company Size | Average |
|---|---|
| Small (1-10 agents) | 28 hr |
| Medium (11-50 agents) | 20 hr |
| Enterprise (50+ agents) | 16 hr |
Year-over-Year Trends
Resolution Time has been improving steadily as teams adopt AI, automation, and messaging-first strategies.
| Year | Average | Notes |
|---|---|---|
| 2024 | 28 hr | Multi-touch resolution cycles |
| 2025 | 24 hr | Knowledge bases reduced repeat contacts |
| 2026 | 20 hr | AI-assisted resolution improving FCR |
How to Improve Your Resolution Time
Increase first-contact resolution rate -- every additional touch doubles resolution time
Build comprehensive quick replies and knowledge base articles for common issues
Use customer notes so agents don't waste time re-asking for context on follow-ups
Set up escalation rules with time limits so complex issues don't stall
Track resolution time separately for simple vs complex issues to get meaningful benchmarks
Sources: Industry composite aggregated from MetricNet, HDI, and LiveChatAI benchmarks (2025). Benchmarks are compiled from publicly available industry reports and may vary significantly by company size, geography, support methodology, and channel mix. These figures represent approximate cross-industry averages and should be used as directional guidance, not precise targets.
Frequently Asked Questions
The global average resolution time is 24 hr. A good target is Under 12 hr, and excellent teams achieve Under 4 hr. These vary significantly by industry and channel.
Resolution Time varies widely. SaaS averages 18 hr, E-commerce averages 8 hr, Fintech averages 20 hr. See the full industry breakdown table above.
Live Chat typically has the best resolution time at 12 min. Phone tends to be slower at 15 min.
Key strategies: Increase first-contact resolution rate -- every additional touch doubles resolution time. Build comprehensive quick replies and knowledge base articles for common issues. See our detailed improvement tips section above for all 5 strategies.
In 2024: 28 hr (Multi-touch resolution cycles). In 2025: 24 hr (Knowledge bases reduced repeat contacts). In 2026: 20 hr (AI-assisted resolution improving FCR). The trend is driven by automation, AI adoption, and messaging-first strategies.
Ready to try Converge?
$49/month flat. Up to 15 agents. 14-day free trial, no credit card required.
Start Free Trial