20+ Email Support Statistics (2026)
Converge Team
Data on email as a customer support channel, including response times, resolution rates, and customer preferences.
Key Highlights
- 25% of all support volume still comes through email globally (Freshworks Global Benchmark Report, 2025)
- 12 hours Average first response time for email support (Intercom Customer Support Trends, 2025)
- 75% CSAT for email support (lower than chat at 82% and WhatsApp at 85%) (Zendesk CX Trends Report, 2025)
- $12 Average cost per email resolution vs $5 for chat (Freshworks Global Benchmark Report, 2025)
- 65% First-contact resolution rate for email (lowest of all channels) (Salesforce State of Service, 2025)
Volume & Trends
Performance
Best Practices Impact
Methodology & Sources
These statistics are compiled from the following industry reports and research:
- • Freshworks Global Benchmark Report
- • Intercom Customer Support Trends
- • Zendesk CX Trends Report
- • Salesforce State of Service
- • Freshworks Global Benchmark Report
- • Zendesk CX Trends Report
- • HubSpot State of Service
- • Salesforce State of Service
- • Intercom Customer Support Trends
- • Gartner Customer Service Technology
Frequently Asked Questions
Key stats: 25% of all support volume still comes through email globally. 12 hours Average first response time for email support. 75% CSAT for email support (lower than chat at 82% and WhatsApp at 85%). See all 20+ statistics on this page.
These statistics are sourced from industry reports including Freshworks Global Benchmark Report, Intercom Customer Support Trends, Zendesk CX Trends Report, Salesforce State of Service. 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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