B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
39%
39% -- support wait time reduction for companies using integrated tooling (2026)
Integrated tooling reduces support wait times by 39%.
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
39%
Unit
Percentage
Data Vintage
2026
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
messageflow.com
Primary
Tier C
https://messageflow.com/blog/omnichannel-customer-support/ ↗
Source Article
Omnichannel Customer Support: What It Is & How to Build It
Omnichannel customer support connects every channel your customers use – from email, SMS, chat, WhatsApp, phone, to social – into a single, continuous experience. Contrary to multichannel support, where each channel operates in its own silo, omnichannel carries conversation context and customer data…
Original Research
messageflow.com
· Original study ↗
Methodology
Industry benchmarks cited by MessageFlow; also reports up to 35% lower cost-per-interaction
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
companies using integrated tooling: 39% support wait time reduction. Source: messageflow.com (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/integrated-tooling-wait-time-reduction
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<blockquote cite="https://lighthousedata.io/data/integrated-tooling-wait-time-reduction" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>39%</strong> -- support wait time reduction for companies using integrated tooling<br><small>Source: messageflow.com (2026) · <a href="https://lighthousedata.io/data/integrated-tooling-wait-time-reduction" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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