Wait Times by Channel: How Long Will Customers Wait?

Our 2026 customer service and customer experience research shows that customers are willing to wait, but only up to a point. Whether they’re calling, chatting, texting, or emailing, every minute matters. The longer they wait, the more likely they are to become frustrated, and eventually, take their business elsewhere.

Key Findings

Five Things You Need to Know About Wait Times

1. 1

   Customers Won’t Wait Long on Hold

   More than half of customers (54%) say they expect to wait less than five minutes when calling a company. After that, frustration grows quickly, and many customers simply hang up.

2. 2

   Chat Should Feel Immediate

   Customers choose live chat because they expect a quick response. Nearly half (45%) expect to connect with a live agent in less than one minute. If chat isn’t fast, it defeats the purpose.

3. 3

   Email Expectations Have Changed

   Many companies still aim to respond to emails within 24 to 48 hours. Customers expect much faster service. Almost half (49%) expect a response in less than four hours.

4. 4

   Text Messages Need Quick Replies

   Customers view business text messages the same way they view conversations with friends and family. They expect timely responses. If a text goes unanswered for too long, the experience feels slow and disconnected.

5. 5

   Long Waits Cost Customers

   Slow service doesn’t just hurt satisfaction scores. It hurts loyalty. When customers can’t get timely help, many simply move on to a competitor that values their time.

At a Glance

The Wait Time Benchmarks

What This Means for You

How to Value Your Customers’ Time

Respect Your Customers’ Time

Customers understand that some issues take longer to resolve than others. What they don’t want is to feel like they’re waiting with no information. Set clear expectations, keep customers informed, and let them know when they’ll hear back.

Offer Callbacks Instead of Hold Time

If customers have to call, don’t make them sit on hold. Give them the option to receive a callback while keeping their place in line. It’s one of the easiest ways to reduce friction and improve the experience.

“One of the best ways to show customers you value them is to show that you value their time. The easier and faster you make it for customers to get help, the more likely they are to come back.” Shep Hyken