15+ E-commerce Support Statistics (2026)
Converge Team
Customer support data specific to online retail, including peak season patterns, cart abandonment, and post-purchase support.
Key Highlights
- 550 Average tickets per agent per month in e-commerce (highest of all industries) (Freshworks Global Benchmark Report, 2025)
- 82% CSAT score for e-commerce support interactions (Zendesk CX Trends Report, 2025)
- 3-5x Volume increase during Black Friday/Cyber Monday (Freshworks Global Benchmark Report, 2025)
- 80% First-contact resolution rate (highest of all industries) (Salesforce State of Service, 2025)
- 10% Higher average order value when live chat is available (Intercom Customer Support Trends, 2025)
Volume & Patterns
Revenue Impact
Methodology & Sources
These statistics are compiled from the following industry reports and research:
- • Freshworks Global Benchmark Report
- • Zendesk CX Trends Report
- • Salesforce State of Service
- • Intercom Customer Support Trends
- • Freshworks Global Benchmark Report
- • Intercom Customer Support Trends
- • Zendesk CX Trends Report
Frequently Asked Questions
Key stats: 550 Average tickets per agent per month in e-commerce (highest of all industries). 82% CSAT score for e-commerce support interactions. 3-5x Volume increase during Black Friday/Cyber Monday. See all 15+ statistics on this page.
These statistics are sourced from industry reports including Freshworks Global Benchmark Report, Zendesk CX Trends Report, Salesforce State of Service, Intercom Customer Support Trends. Each statistic includes its specific source and year.
We update these statistics annually as new industry reports are published. The current data reflects 2025-2026 reports from major analytics providers and research firms.
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