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		(
			() => {
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	Product

	Overview
	
		Take a tourGeneral overview of LiveAgent
			
				
			
	

	Product
	
		Help DeskOmnichannel customer service platform
		TicketingAdvanced ticketing system
		Live ChatFastest live chat on the market
	

	sub
	
		Social MediaAnswer your followers directly from LiveAgent
		Call CenterBuilt-in call center software
		Knowledge BaseProvide self-service options
	

	Use For
	
		Business SolutionsDifferent businesses, different solutions
		Industry SolutionsAdapt LiveAgent for your industry
		Use CasesOne product, multiple use case scenarios
	

	Integrations
	
		WordPress
		Prestashop
		Magento
		Shopify
		Mailchimp
		Pipedrive
		Slack
		More Integrations
	



Resources

	Learn
	
		AcademyBecome a customer service expert
		TemplatesCustomizable templates for every occasion
		WebinarsGuided LiveAgent walkthroughs
	

	sub
	
		BlogNews about customer service & LiveAgent
		GlossaryLearn customer service terminology
		DirectoryComprehensive help desk contact list
	

	sub
	
		Industry ResearchView the latest customer service stats
		Typing TestImprove your typing speed
		WordPress PluginBest WordPress Chat Plugins
	

	sub
	
		ChecklistsHow to handle your process
		Support PortalHow-to articles and guides
	

	Company
	
		About UsDiscover the team behind the product
		AwardsOur awards & accomplishments
		Why LiveAgentFind out why LiveAgent is right for you
	



Features
Pricing
					
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				}
			}
		)();
	
		
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				const tourVideo = document.querySelector('li > .Header__navigation__promo');
				if(tourVideo) {
					const parent = tourVideo.closest('li');
					parent.insertAdjacentElement('afterend', tourVideo);
				}
			}
		)();
	
		
		(
			() => {
				const tourVideo = document.querySelector('li > .Header__navigation__promo');
				if(tourVideo) {
					const parent = tourVideo.closest('li');
					parent.insertAdjacentElement('afterend', tourVideo);
				}
			}
		)();
	
		
		(
			() => {
				const tourVideo = document.querySelector('li > .Header__navigation__promo');
				if(tourVideo) {
					const parent = tourVideo.closest('li');
					parent.insertAdjacentElement('afterend', tourVideo);
				}
			}
		)();
	
		
		(
			() => {
				const tourVideo = document.querySelector('li > .Header__navigation__promo');
				if(tourVideo) {
					const parent = tourVideo.closest('li');
					parent.insertAdjacentElement('afterend', tourVideo);
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				if(tourVideo) {
					const parent = tourVideo.closest('li');
					parent.insertAdjacentElement('afterend', tourVideo);
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				if(tourVideo) {
					const parent = tourVideo.closest('li');
					parent.insertAdjacentElement('afterend', tourVideo);
				}
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		)();
	
		
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			() => {
				const tourVideo = document.querySelector('li > .Header__navigation__promo');
				if(tourVideo) {
					const parent = tourVideo.closest('li');
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Ticketing benchmarks

Ticketing software is also an asset because it can help you reach customer service benchmarks set by industry leaders. These benchmarks can include average resolution time, customer satisfaction score, net promoter score, average handling time, and other common metrics.

Even though each customer service benchmark is different in each vertical, they’re still good indicators of the service you should be providing.

In general, help desk customer satisfaction statistics indicate that satisfaction is pretty high, with a global customer satisfaction score of 86%. In addition, the average customer effort score is 5.5, and the global average net promoter score is +32. Last but not least, the average agent rating is 9.5 out of 10. These satisfaction scores result from high overall resolution and first contact resolution rates at 95% and 74%, respectively. Help desk customer satisfaction is also reflected through high retention rates, typically ranging from 60-85%. However, remember that despite these high satisfaction rates, 1 in 3 customers won’t hesitate to churn from a brand they love after just one bad experience.

To keep customers satisfied, businesses should stick to schedules and handle tickets quickly and efficiently. According to our research, the benchmark for schedule adherence is 95%. During this time (a standard 8-hour shift), support agents resolve 40 tickets, use an average of 3 different systems to get the information they need, and take about 15 minutes to wrap up any post-resolution tasks. Agents may also spend some time transferring tickets to other agents. Customer service benchmarks indicate that the average ticket transfer rate is around 0.5 for companies with a solid help desk system and 1-2 for companies without such systems in place.

In addition to that, agents take time to resolve the tickets at hand. However, this time varies as each industry has a different average handling time for tickets. For example, the average handling time is 525 seconds for telecommunications, 324 seconds for retail, 282 seconds for business and IT, and 282 seconds for financial services. 

The average ticketing system nets 578 tickets per day, 3,991 per week, and 17,630 per month, equating to over 6,594 working hours. However, not all tickets that land in the system can be resolved. The ratio of opened vs. solved tickets is 2:1. The unresolved tickets contain things like outreach email, spam, promotion, and different irrelevant requests. Moreover, about 10% of help desk tickets are abandoned by the customers that submitted them.

The average company has ten customer support agents and ten customer service departments such as sales, IT, marketing, legal, and billing in terms of workforce. If the help desk is operating on a 24/7 basis, it takes them about 2 hours to respond to a ticket, and if they offer support during regular business hours, it can take up to 24 hours. However, the average speed of answer for open tickets is way slower, averaging at 20.5 hours. In terms of calling and chatting, it takes an average of 10 seconds to reach a live agent. 

#HelpDeskAgent

The average time it takes to reach a live agent is

10 sec.

LiveAgent

Meditator graf standing woman

#HelpDeskAgents

Support agents use an average of

three

systems to support customers.

LiveAgent

three

#SpeedOfAnswer

The average speed of answer for open tickets is

20.5 hr

LiveAgent

20.5 hr

#TicketWorkTime

Post-resolution wrap-up work takes

15 minutes on average

LiveAgent

15 minutes
on average

#CSAT

The average global CSAT benchmark that includes all industries is

86%

Geckoboard

People with various emotions portrayed on balloons

#TicketTransferRate

The average ticket transfer rate is around

0.5

for companies with a solid help desk system and 1-2 for companies without a help desk.

LiveAgent

0.5

#CES

The average customer effort score is

5.5(CES)

Nicereply

#NPS
#HelpDesk

The global average net promoter score (NPS) is

+32

Surveymonkey

Meditator graf man

#ResponseTime

It takes about two hours to respond to a ticket if

24/7

assistance is provided and it takes 24 hours if there’s an eight-hour support window. 

LiveAgent

24/7

#ResolutionRate

The overall help desk resolution rate is around

95%

LiveAgent

95%

#ResolutionRate

The average net FCR for service desks worldwide is about

74%

Metric Net

74%

#ChurnRate

1 in 3

customers will leave a brand they love after just one bad experience.

PWC

Turning unhappy customer into happy customer

#RetentionRate

The help desk customer retention rate varies by industry but is typically

60%
to 85%

LiveAgent

60%to 85%

#HandlingTime

The average handling time

525 seconds

for telecommunications

324 seconds

for retail

282 seconds

for business and IT

282 seconds

for financial services

Freshdesk

#ScheduleAdherence
#Ticketing

Ticketing agent schedule adherence is around

95%

LiveAgent

Meditator graf woman

#NetTickets

Ticketing systems net

 

578 tickets per day

 

3,991 per week

 

17,630 per month

 

LiveAgent

#AbandonmentRate

The abandonment rate for help desk tickets is around

10%

LiveAgent

10%

#Helpdesk

An agent typically solves around

40 tickets

per shift.

LiveAgent

40 tickets

#TicketVolume
#WorkingHours

The total help desk ticket volume by working hours is

6,594

30 days

Meditator graf standing woman

#HappinessRating

The average in-signature happiness rating is

9.5/10

LiveAgent

9.5/10

#OpenedVsSolvedRatio

The ratio of the number of tickets

open vs. solved

is around 2:1.

LiveAgent

open vs. solved

#Helpdesk

The average number of departments per account is

ten.

LiveAgent

#HelpDeskReps

The average number of reps per company is

10.

30 days

Meditator graf man

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