Freshchat Conversational Support Benchmark Report 2023

Did you know? 35.14% of B2C businesses that use Freshchat say that easy access to support is the most defining factor of a great customer experience. Today, customers have unprecedented access to information — from experts and peers — which allows them to make educated decisions about the products and services they purchase. This has shifted the power dynamic between customers and businesses. Customers are in control and want brands to be accessible to them on their terms.

This is the first edition of the Freshchat Conversational Support Benchmark Report. In this report, we showcase the benchmarks set by businesses that are making customer support easy to access via the messaging channels most preferred by their customers.

Use this report to compare your support performance with customer service teams from your industry sector and worldwide. Discover how making support more accessible can help you provide memorable customer experiences.