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.
9
hrs
Resolution time
Median waiting time between a client's question and an agent's response.
15.0
hrs
Satisfaction score
Average satisfaction score (from 1 to 5) for tickets which satisfaction survey has been sent.
4.7
/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
1.3
hrs
Resolution Time
/5
Satisfaction Score
6.6
hrs
First Response Time
16.5
hrs
Resolution Time
4.7
/5
Satisfaction Score
0.2
hrs
First Response Time
7.3
hrs
Resolution Time
/5
Satisfaction Score
Email
Phone
Chat
Social Media
SMS