The Consumer Electronics industry

Here is a benchmark of the main support metrics based on Gorgias user data from the industry.

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Key support metrics

First response time
Median first response time for tickets managed in Gorgias.
2,000 Helpdesk tickets
$300/month
xxx Automated resolutions
$xx/month
Cost in case of overages
Helpdesk tickets
$36/100 tickets
Automated resolutions
$150/100 resolutions
6
hrs
Resolution time
Median waiting time between a client's question and an agent's response.
2,000 Helpdesk tickets
$300/month
xxx Automated resolutions
$xx/month
Cost in case of overages
Helpdesk tickets
$36/100 tickets
Automated resolutions
$150/100 resolutions
17.5
hrs
Satisfaction score
Average satisfaction score (from 1 to 5) for tickets which satisfaction survey has been sent.
2,000 Helpdesk tickets
$300/month
xxx Automated resolutions
$xx/month
Cost in case of overages
Helpdesk tickets
$36/100 tickets
Automated resolutions
$150/100 resolutions
4.3
/5
First response time
Resolution time
Satisfaction score

Customer support channels

Avg ticket distribution per channel
% Brands using channels
Support performance by channel
Live Chat
SMS
Phone
0.8
hrs
First Response Time
32.0
hrs
Resolution Time
5.0
/5
Satisfaction Score
0.5
hrs
First Response Time
2.7
hrs
Resolution Time
4.1
/5
Satisfaction Score
0.9
hrs
First Response Time
14.1
hrs
Resolution Time
5.0
/5
Satisfaction Score
Email
Phone
Chat
Social Media
SMS