In CX, everybody is in competition for new customers and greater market share, but often they don’t have reliable information on what their competitors are up to.
That’s why Freshworks analyzed more than 5.3 billion support tickets across 25 industries to inform practitioners like you on how technology impacts customer service – and how your support team measures up to the customer service standards offered others in your industry and region.
Providing a reference point for CX practitioners to work from, The Customer Service Benchmark Report explains where your competitors are up to and how expectations change between B2B and B2C customers.
Download this whitepaper to discover:
- Benchmarks of common support KPIs, including CSAT, first contact resolution (FCR), and response times
- Adoption of key customer service technologies like AI-powered chatbots and automation
- Customer expectations and trends in B2C and B2B companies