The bar for customer service just got higher

Compare your support metrics with benchmarks from 32,000+ teams. Discover AI trends, and data-backed strategies to boost your performance in 2025.

Download the Customer Service Benchmark Report 2025

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Why you should read this report

The best support teams don’t guess; they lead with data. Get insights from 1.2 billion tickets and 138 million conversations to refine your strategy and deliver exceptional support.

Customer Service Performance Matrix

Benchmark your performance with industry standards and set ambitious goals for 2025.

Top trends shaping customer service in 2025

Get the trends that will shape every leader’s playbook as AI transforms customer service.

Data-backed strategies to drive rapid impact

Shift from long wait times to instant answers, learn what drives sustainable growth.

Top of the pack or room to grow? See where you stand and where you can go

Are you an Aspirant, Performer, or Trendsetter? Benchmark your performance metrics with how teams are performing across your industry, region and even company size. 

Stay ahead of your competition with industry-specific trends

AI in customer service is driving rapid impact in key industries. Learn the top AI trends customer service teams are adopting to increase efficiency.   

Today, the difference between good and extraordinary service comes down to one word: uncomplicated. This report is designed to deliver clear, practical insights backed by real data from global teams across industries to inform a more effective path forward.

Mika YamamotoChief Customer and Marketing Officer, Freshworks

Ready to take your customer service performance to the next level?

Benchmark your support performance, stay up to date with industry trends, and learn new AI strategies.

Read the full study