2018 Benchmark Customer Support 
ShepHyken
AUGUST 17, 2018
This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. The best way to outperform your peers is through constant evolution and refining, and nowhere does this apply more than in the customer support arena.
ShepHyken
FEBRUARY 5, 2018
(SuperOffice) Today we’re excited to release our new study: The 2018 Customer Service Benchmark report, which is a study of how 1,000 companies handle customer support. The report, which is 25 pages of customer support insight, took several months to complete, and is now available.
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ShepHyken
APRIL 20, 2018
Customer experience (CX) is being talked about and thrown around in so many boardroom conversations. For good reason: CX has quickly become today’s most important business benchmark, as well as the most important way for firms to achieve success. The sum of all these points of contact is the customer experience.
Fonolo
MAY 31, 2018
Speed is arguably the most significant benchmark for every single customer service interaction today. As channel choices continue to stack up, and consumers navigate through them with swift precision, the expectation to be ‘ready and waiting’ at all times of the day is now the gold standard in customer service.
Help Scout
MAY 14, 2021
“We’re here to celebrate with our customers when they get a win from using the product and also here when there are questions or concerns.”. Workflows : Create events from tags, customer properties, or email content to properly route conversations. Happiness report : Discover promoters and happy customers to source social proof.
Netomi
OCTOBER 31, 2022
It is a unique structure, one that involves gig economy workers, and the customers they serve (the drivers plus the riders). How is customer support delivered by these companies, across various channels? View all of our findings in The New 9 to 5: The State of CX in the Gig Economy – Customer Service Benchmark Report !
Lumoa
NOVEMBER 8, 2018
According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).
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