The Other industry

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

Grow with exceptional customer support

Want to level up your support to reduce its cost and increase your revenue?
Book a demo
Awesome! Your dashboard is on his way 🎉
Oops! Something went wrong while submitting the form.

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.
20.8
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
3.0
hrs
First Response Time
22.6
hrs
Resolution Time
4.2
/5
Satisfaction Score
1.8
hrs
First Response Time
13.7
hrs
Resolution Time
4.4
/5
Satisfaction Score
3.1
hrs
First Response Time
16.3
hrs
Resolution Time
4.5
/5
Satisfaction Score
Email
Phone
Chat
Social Media
SMS