The Internet 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.
14
hrs
Resolution time
Median waiting time between a client's question and an agent's response.
25.0
hrs
Satisfaction score
Average satisfaction score (from 1 to 5) for tickets which satisfaction survey has been sent.
4.5
/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
0.3
hrs
First Response Time
0.5
hrs
Resolution Time
/5
Satisfaction Score
13.2
hrs
First Response Time
22.7
hrs
Resolution Time
4.2
/5
Satisfaction Score
1.8
hrs
First Response Time
107.2
hrs
Resolution Time
/5
Satisfaction Score
Email
Phone
Chat
Social Media
SMS