Freshworks：2025年客户服务年度基准报告（英文版）（68页）.pdf

1、integrationsby industries100%CSATTop trendsThe Benchmark Report 2025Customer ServiceUncomplicating customer service with performance benchmarks and data-backed strategies to drive business impact.Annual report-2025ForewordBy Mika Yamamoto,Chief Customer and Marketing Officer at Freshworks031Summary0

2、42Data set and methodology073The Customer Service Performance Matrix094Top trends in 202512TREND#1AI in customer service moves from trial to traction,driving tangible business outcomes.13TREND#2The frontline gets smarter;Agentic AI drives automated resolutions in real-time conversations.21TREND#3Mod

3、ern support teams strike the right balance between responsiveness and resolution depth.265AI in action:How AI is transforming customer service across key industries335.1 Retail and eCommerce:AI agents are driving scalable self-service,reducing wait times and agent workload.345.2 Software and Interne

4、t:AI Copilot is enhancing agent productivity with faster,more contextual support.375.3 Business Services:AI-powered resolutions and AI-assisted workflows are enabling service teams to surpass all business KPIs.405.4 Manufacturing:AI-powered knowledge bases are driving higher resolutions with dynamic

5、 content curation.435.5 Travel and Hospitality:AI is equipping support teams with instant and contextual support across all channels.476Support beyond borders:Regional performance benchmarks and success stories50Customer Service in 2025 and beyondBy Venki Subramanian,Senior Vice President,Product Ma

6、nagement at Freshworks62Closing thoughts64Table of contentsForewordBy Mika YamamotoChief Customer and Marketing OfficerFreshworksComplexity is the enemy of efficiency and growth.This reports results prove this,clearly highlighting that blending sophistication with simplicity is the key to exceptiona