Presenting key findings from

5.3B+

Support interactions

650+

Responses from customer service leaders

22

Industries across 20+ countries

WHAT’S INSIDE

Elevate your customer service performance with data-backed insights

Industry and region-wise benchmarks for critical CX metrics including CSAT, First Contact Resolution (FCR), and response times
Impact of key technologies such as agent-facing automation, knowledge base management software, and chatbots on customer service excellence
Customer service trends and expectations across B2B and B2C sectors

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Would recommend either a customer support leader persona or an image with the 8 metrics mentioned in the report

Would recommend either a customer support leader persona or an image with the 8 metrics mentioned in the report

See how you stack up against your peers

93.4%

CSAT benchmark for retail businesses

78.45%

Travel and hospitality support teams have the highest FCR rate across industries

34.14%

B2B customer support managers say easy access to support defines a great CX

Uncover the secrets of world-class customer service

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