The Customer Service Benchmark Report 2025

Data-backed insights from 1.2 billion support tickets

Customer expectations are at an all-time high and traditional support models are falling short. Long wait times and disconnected tools aren’t just inefficiencies, they’re deal-breakers. In 2025, leading brands are embracing AI and people-first strategies to deliver faster, smarter support at scale.

The Customer Service Benchmark Report 2025 is your guide to navigating this shift.

Drawing from 32,000+ companies and 1.2 billion interactions, it introduces the Customer Service Performance Matrix—a clear framework to benchmark your performance and identify areas to improve.

Here’s what you’ll gain:

  • Know where you stand: Are you a Trendsetter, Performer, or Aspirant? Learn what it takes to move up.
  • See what’s working: Find out how AI-powered teams are cutting resolution times from 32 hours to just 32 minutes.
  • Unlock the new playbook: Discover the channels, workflows, and AI strategies that are driving 99% CSAT.

Whether you’re scaling fast or leveling up a mature team, this report is your roadmap to delivering exceptional, efficient customer service in 2025 and beyond. Download now!

Download the Report

Download the Report

    fershworks

    About Freshworks Inc.

    Freshworks Inc. (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 67,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna, and OfficeMax. For the freshest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X

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