Customer service KPIs to strive for across digital channels
Insights into how digital channels stack up against asynchronous messaging
Trends on automation and the modern customer service landscape
The Helpshift Benchmark Report features anonymized, aggregated data points from 8 million support tickets from gaming, retail, finance and technology companies. The report examines metrics across digital channels including customer satisfaction, resolution times, and levels of automation.
Top performers stand out in asynchronous messaging with a 4.6 CSAT, 28 percent higher than the next closest channel: live chat.