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BENCHMARK REPORT

Unlocking customer
service excellence in
2024

A detailed analysis of the impact of AI and key customer service metrics you can use to help improve customer experience

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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?

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