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Report

The 2023 Digital Support Benchmark Report

The 2023 Digital Support Benchmark Report

The 2023 Digital Support Benchmark Report

Helpshift
Pages 34 Pages

This benchmark report presents aggregated insights from Helpshift customers across gaming, fintech, entertainment, and lifestyle industries. It analyzes automation utilization, customer satisfaction, response times, and resolution times across millions of asynchronous support interactions. The report introduces Helpshift’s Modern Support Journey, highlighting how AI intent classification, bots, automation, and human agents work together to improve efficiency and CSAT. Key findings show that partial automation consistently delivers higher customer satisfaction than fully manual or fully automated workflows. In-app messaging outperforms email and web forms across all industries. The report also explores the growing impact of AI tools such as Quick Search Bot, Smart Intents, and machine trans

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