Question 1

What is a good cost per support ticket?

Accepted Answer

A good cost per support ticket varies by industry: SaaS typically ranges from $8-15, E-commerce from $5-12, and Financial Services from $15-30. The overall industry average is around $12-18 per ticket.

Question 2

What is a good first response time for customer support?

Accepted Answer

Good first response times vary by channel: under 1 minute for chat, under 1 hour for email, and under 30 seconds for phone. Industry leaders typically achieve under 30 minutes for email and under 30 seconds for chat.

Question 3

What is a good CSAT score for customer support?

Accepted Answer

A good CSAT score is typically above 80%. Top performers achieve 90%+ CSAT. The industry average ranges from 75-85% depending on the sector. SaaS and technology companies typically target 85%+ CSAT.

What industry are you in?