20+ Omnichannel Support Statistics (2026)

Converge Converge Team
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Data on multi-channel and omnichannel customer support adoption, performance differences, and customer expectations.

Total Statistics
20+
Categories
3
Sources
4+

Key Highlights

  • 89% Customer retention rate for companies with strong omnichannel strategies vs 33% for weak strategies (Aberdeen Group, 2013)
  • 3.2 Average number of support channels offered by businesses globally (Zendesk CX Trends Report, 2025)
  • 35% Higher customer lifetime value for omnichannel customers vs single-channel (Salesforce State of Service, 2025)
  • 89% of customers expect to seamlessly switch between channels (Salesforce State of Service, 2025)
  • 73% of companies plan to increase omnichannel investment in 2026 (Gartner Customer Service Technology, 2025)

Adoption

65% of companies offer 3+ support channels to customers
Source: Zendesk CX Trends Report (2025)
42% of companies have a truly unified inbox (vs separate tools per channel)
Source: Freshworks Global Benchmark Report (2025)
3.2 Average number of channels per company (chat, email, social, phone, messaging)
Source: Zendesk CX Trends Report (2025)
28% Year-over-year growth in omnichannel platform adoption
Source: Gartner Customer Service Technology (2025)
80% of enterprise companies now have omnichannel support
Source: Salesforce State of Service (2025)

Performance Impact

89% Retention rate for strong omnichannel vs 33% for weak strategies
Source: Aberdeen Group (2013)
35% Higher CLV for customers who use multiple support channels
Source: Salesforce State of Service (2025)
23% Reduction in average handle time with unified omnichannel tools
Source: Freshworks Global Benchmark Report (2025)
9% Higher CSAT for omnichannel support vs multi-channel (separate tools)
Source: Zendesk CX Trends Report (2025)
40% Reduction in ticket re-opens when agents have full cross-channel context
Source: Intercom Customer Support Trends (2025)

Customer Expectations

89% of customers expect to switch channels without repeating information
Source: Salesforce State of Service (2025)
76% of customers use 2+ channels during a single support journey
Source: Zendesk CX Trends Report (2025)
33% of customers switch channels when response is too slow on the first
Source: HubSpot State of Service (2025)
62% of customers want to start on mobile and finish on desktop seamlessly
Source: Salesforce State of Service (2025)
70% of Gen Z customers expect omnichannel support as standard
Source: HubSpot State of Service (2025)

Methodology & Sources

These statistics are compiled from the following industry reports and research:

Frequently Asked Questions

Key stats: 89% Customer retention rate for companies with strong omnichannel strategies vs 33% for weak strategies. 3.2 Average number of support channels offered by businesses globally. 35% Higher customer lifetime value for omnichannel customers vs single-channel. See all 20+ statistics on this page.

These statistics are sourced from industry reports including Aberdeen Group, Zendesk CX Trends Report, Salesforce State of Service, Gartner Customer Service Technology. 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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By Industry

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