WHAT’S INSIDE
Key customer service metrics you need to know
The 2024 Freshworks Customer Service Benchmark Report offers a detailed analysis of what’s driving success for customer service leaders so you can gauge your own performance and take practical steps to deliver exceptional customer experiences, including:
- Analysis of key customer service metrics, including customer satisfaction score (CSAT), first contact resolution (FCR), and resolution time
- Impacts of the latest tech, such as generative AI, chatbots, and automation
- Actionable recommendations to improve customer service operations
Did you know?
Key takeaways based on aggregated and anonymized data from 17,170 businesses across 25+ industries that served over 37M conversations and 19M tickets
85.60%
Chatbot-powered deflection by top-performing customers
38.70%
Improvement in resolution time with Freddy Copilot
42.37%
Improvement in CSAT by businesses using automations
Ready to unlock the secrets of world-class customer service?
DOWNLOAD THE REPORT
DOWNLOAD THE REPORT
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