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What is the Future of Customer Support – Benchmark Report 2023

In this report we have analysed over 20M+ incoming chats across India, MENA and SEA regions applying over 200+ brands in automobile, BFSI, E-commerce, Edtech, Entertainment, Foodtech, Healthcare, IT, Logistics, Manufacturing, RealEstate, Travel & Hospitality and other industries, to get an overview of conversational AI meeting customer’s demand and revamping customer support function.

The State of Customer Support in 2023

The customer support industry, though, started for resolving customer queries, but since then it has become a gateway to improve customer retention and growing business. And this again would be the primary focus for the financial year 2023-2024. And the other focus point is improving operational efficiency and executing business transformation with the aid of technology.

Customer Support is the primary focus for companies who are trying to not just sustain themselves but also flourish in this volatile economic scenario. All with a good reason, more than 77% of customers voice support for companies that offer effortless support to their customers. We analysed the report for:

  • Speed (First Response Time)
  • Self-Service and Accuracy (Bot Deflection)
  • Human Touch (Average Agent handling time)
  • Customer Experience (CSAT score)

Download the report to see how close brands are in delivering what customers’ demand