70%
The average documented online cart abandonment rate is about 70%, according to Baymard's long-running study.
Baymard Institute · 2024
Self-service & messaging channels
Cart abandonment, messaging volumes, and the channels customers use before they ever call.
View 6 statisticsLast updated: August 2026
Cart abandonment, messaging volumes, and the channels customers use before they ever call. Every statistic on this page is attributed to a named source and publication year.
Forecast — a projection published by the source, not a measured result.
1B+
More than one billion people connect with a business over Messenger every month.
Meta · 2021
100B+
Over 100 billion messages are sent on WhatsApp every day.
Meta · 2020
200M+
More than 200 million businesses use WhatsApp's business tools to reach customers.
Meta · 2023
64%
64% of consumers say they are more likely to buy from a business they can message directly.
Meta Business Messaging research · 2023
81%
81% of customers attempt to solve an issue themselves before contacting a live representative.
Harvard Business Review · 2010
Cite this page
Hasan Alzein (2026). Self-service & messaging channels — AI Customer Service & Call Center Statistics 2026. https://hasanalzein.com/en/statistics/self-service-channels
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Primary sources on this page: Baymard Institute (2024) · Meta (2021) · Meta (2020) · Meta (2023) · Meta Business Messaging research (2023) · Harvard Business Review (2010)