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Customer Service Benchmark Report
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CX leaders weigh in on the top AI trends in support
Customers seek quick, frictionless solutions. Provide the right answer the first time, save their time, and deliver a smooth experience—whether through humans or AI—to build lasting trust, confidence, and stronger relationships.
Shep Hyken
Customer Service/CX Expert and New York Times Bestselling Author
We once struggled to understand customers’ hearts and minds. Now, better tech and improved processes give CX pros richer, higher-quality, and more abundant data than ever before.
Nate Brown
Chief Experience Officer, Officium Labs
Transparency builds trust. When using AI, explain its purpose and benefits to set expectations, avoid disappointment, and ensure customers feel cared for-not exploited.
Dan Gingiss
Customer Experience Keynote Speaker and Author
CSAT is popular for its clear, trackable results, but numbers alone aren’t enough. Dig into why scores change and what customers love or dislike—this context is key to truly understanding sentiment.
Tony Johnson
Founder and Chief Customer Success Officer, Ignite Your Service
The research report dives into
- The hours and channels where companies are available to serve their customers
- The latest benchmarks for response and resolution times
- The metrics companies use to measure their support quality
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The methods companies use to monitor customer feedback
