Report: Companies resolved employee IT issues 23% faster in 2021
May 04 2022 - 8:00AM
Freshworks Inc. (NASDAQ: FRSH), a software company empowering the
people who power business, today announced the findings from its
second annual Freshservice Service Management Benchmark Report
which measured key performance indicators (KPIs) for the IT
industry across 62 million tickets in 2021. The report revealed
that global IT teams adapted to remote work in 2021, resolving
employee tickets 23% faster than the year before as overall
resolution time for IT tickets went down by seven hours.
In a world where employees increasingly rely on technology to
get their work done at home, in the office, and everywhere in
between, the Freshworks report confirmed that new technologies that
enable chatbots and virtual agents are making a substantial impact
helping employees and companies become more productive — and even
delighting them along the way.
“Making sure IT works flawlessly is essential for modern
businesses to succeed,” said Prasad Ramakrishnan, CIO of
Freshworks. “Analyzing data from around the world, we
found that IT teams mastered the challenges of remote work last
year in large part by employing powerful yet easy-to-use
technologies that help them do more, faster. Importantly, these
technologies are also engaging employees at work, which is critical
to help companies retain talent and grow.”
The report analyzed anonymous, aggregated data from 86
countries, more than 4,200 organizations, and over 62 million
unique employee support tickets. New tech features including
AI-powered responses played a significant role in speeding up
resolutions as bots deflected nearly 60% of tickets. Companies with
automations achieved resolution times 22% faster than those who did
not, and companies offering a catalog of IT services through their
ITSM software reduced resolution times 17% compared to those who
did not. Companies are taking notice and rapidly adopting more
advanced technologies. Nearly 25% of integrations included bots and
workflow applications — a 40% increase compared to 2020.
While less than one percent of IT interactions were via chat,
this channel provided significant benefits: employees who chatted
with virtual agents saw customer satisfaction scores hit 100% in
some cases, while delivering 48% faster responses (5.21 hours) and
62% faster resolution times (8.74 hours) compared to those who
don’t use virtual agents.
Freshworks analyzed KPIs across 14 industries to understand how
industries compare to each other:
- Happy hoteliers: Companies in hotels, tourism,
and leisure achieved the highest employee satisfaction rating
(98.01%).
- Real estate resolutions: Property development
and building infrastructure companies have the lowest average
resolution time at 18.49 hours, while leisure and hospitality has
the highest (27.32).
- Consumer products and services finish first in first
response: Their average first response arrived in 8.23
hours, nearly 50% faster than the industry with the slowest first
response time (healthcare).
- Retail and e-commerce IT departments fix it
fast: They achieved the highest first contact resolution
rate at 73%.
The report also analyzed regional differences. Notably, the
report found that North American IT departments achieved the
highest customer satisfaction rating at 97.92%. However, it takes
multiple interactions to resolve employee queries, leading to the
longest average resolution time in the world at 24.27 hours.
Conversely, companies in Latin America are the quickest to assign
tickets and respond to customer issues within 8.24 hours and 7.60
hours, respectively.
Download the complete Freshservice Service Management Benchmark
Report 2022 here, and learn more about how to combine the forces of
ITSM and ITOM in an ebook here.
About Freshworks Inc.Freshworks Inc. (NASDAQ:
FRSH) makes business software people love to use. Purpose-built for
IT, customer support, sales and marketing teams, our products
empower the people who power business. Freshworks is fast to
onboard, priced affordably, built to delight, yet powerful enough
to deliver critical business outcomes. Headquartered in San Mateo,
California, Freshworks operates around the world to serve more than
56,000 customers including Bridgestone, Chargebee, DeliveryHero,
ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For
the freshest company news visit www.freshworks.com and follow us on
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© 2022 Freshworks Inc. All rights reserved. Freshworks and their
associated logos are trademarks or registered trademarks of
Freshworks Inc. All other company, brand, and product names may be
trademarks or registered trademarks of their respective
companies.
Media Contact:Jayne
Gonzalez408-348-1087PR@freshworks.com
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