Special Report: Freshchat Conversational Support Benchmark Report 2023

Are brands finally ready to make good on their promises of digital transformations? Can they finally put an end to the long wait times, repetitive questions, and indifferent support experiences that continue to frustrate the majority of consumers?

The answer to these questions lies in brands’ ability to elevate chat and messaging./

To assess these experiences, and in turn provide an update on the journey toward omnichannel engagement, CCW Digital is thrilled to share Freshworks’ 2023 Freshchat Conversational Support Benchmark Report. Based on international data across 25 industries and over 118 million conversations, this in-depth research report reveals whether digital conversations are fast, relevant, and satisfying enough to meet customer demands and build trust in an omnichannel future.

What else can you expect in this highly actionable report? Key topics include:

• Industry-by-industry look at chat response times, resolution rates, and satisfaction scores
• Insight into how chat performance varies by company size and country
• The most and least popular channels for delivering exceptional digital experiences
• Benchmarks on messaging and chatbot interactions
• Big picture trends about the future of customer service