Freshdesk Customer Service Report: Customer Satisfaction Through Help Desk Automation
Freshdesk Customer Service Report: Customer Satisfaction Through Help Desk Automation
Introduction
Achieving excellence in customer service in the digital transformation era requires a complex combination of many factors. The Freshdesk 2023 Customer Service Benchmark Report delves into how companies across various industries and regions are overcoming these challenges. Analyzing over 5 billion data points from 25 countries and 22 industries, the report reveals how businesses are leveraging help desk technologies like automation, machine learning, and chatbots to enhance agent efficiency and overall customer experience (CX). It also explores ways to increase accessibility by adding more support channels to ticket systems.
Navigating Digital Transformation
Achieving excellence in customer service in the digital transformation era requires a complex combination of many factors. The Freshdesk 2023 Customer Service Benchmark Report shows how many companies are tackling this challenge. It particularly focuses on improving agent efficiency and delivering superior customer experiences through help desk technologies, providing CX managers with insights into the performance of various industries and companies.
Key Insights
Automation and AI
Artificial Intelligence (AI) significantly impacts both agent performance and customer experience. In 2023, 42% of B2C customers and 33% of B2B customers identified automation and AI as the most crucial features in support software. Automation greatly influences initial ticket assignment times, with B2B CX leaders reporting a reduction of nearly two hours thanks to automation.
Chatbots: The Heart of Excellent CX Conversations
For email support, the first response can take up to seven hours, which may lead to customer dissatisfaction due to the slow response time. However, using chatbots can reduce this time to less than two minutes. Additionally, chatbots significantly shorten the time required for problem resolution. The resolution time via chatbots ranges from 10 to 27 minutes, whereas email support through a help desk takes around 32 hours.
Freshworks’ CX Advisor Colin Crowley emphasizes, “The principle of ‘speed matters’ has long been stressed in customer service, but approaching data requires a precise and error-free methodology. Generally, consumers want simple issues to be resolved as quickly as possible through chat. However, for complex issues, they are willing to wait longer for accurate answers.”