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2022 CS Benchmark: How support quality impacts businesses

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Hosted by
Martin Kõiva
Founder & CEO, Klaus
Macrina Sheridan
Director of Global Frontline Support, Aircall
Declan Ivory
VP of Customer Support, Intercom
Liam Geraghty
Audio Content Producer, Intercom
60 min

2022 CS Benchmark: How support quality impacts businesses

Last year, Intercom, Klaus, and Support-Driven partnered to publish the first-ever support quality benchmark report with a goal of uncovering what good results in customer service actually looks like.

In the 2022 Customer Service Quality Benchmark Report, our objective was to look deeper than individual metrics. Instead, we wanted to view trends in the industry. The findings from this year’s report allow us to tell an even bigger story of the direction the benchmark metrics are heading.

On May 5th, we hosted a webinar bringing together experts in customer support and quality assurance, and we spoke to them about how support quality impacts various aspects of their businesses. We were joined by leaders from Aircall, Klaus, and Intercom to dig into key takeaways from this year’s report and what it means for support teams across different industries.

This webinar covered:

  • Key takeaways from this year’s report

  • Changes from last year’s findings

  • A panel discussion where we will dive deeper on specific trends

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