I see a difference with enforced email use and voluntary, for work. At my company everyone uses email because it is mandatory. Human-human conversation happen there without issues. But as soon as I try to contact some random company on email as an individual, like as a shop about product details or packaging, or contact some org to find out about services - it's dead silence in return. But when I find their chat/messenger they do respond to it. The only people still responding to emails from external sources in my experience are property agents, and even there the response time is slower than in chats.