Freshdesk Customer Service Benchmark Report 2022

In a recent survey, we asked our customers, ‘What are you struggling to manage the most in customer support?’

Around 61% of the customer experience (CX) leaders we surveyed told us that their biggest struggle in 2022 is to manage agent workload while ensuring that they (agents) also learn on the job. So, how are businesses tackling this challenge today?

According to the Forrester Consulting Thought Leadership Spotlight 2021, commissioned by Freshworks, 1 in 3 leaders believe that building new generation digital platforms to empower customer-facing teams is a top business priority. More and more businesses are realizing the importance of empowering the people who power business.

The Freshdesk Benchmark Report 2022 is a collection of customer service benchmarks for its top six key performance indicators (KPIs). These benchmarks will help you understand how efficiently your team is performing compared to their counterparts across the globe.

Using these benchmarks, we have also identified the technology levers that CX leaders can pull to improve agent experience and drive customer delight.

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