Gorilla Expense exceeded the global benchmark for customer service metrics in 2022
We are thrilled to share the results of our exceptional customer service report for the year 2022. With Freshdesk and the hard work of our team, we have exceeded the global benchmarks for every customer service metric.
In 2022, we received a total of 5566 tickets, and we’re thrilled to report that we successfully resolved 99.37% of them. Our remarkable performance is also reflected in our first response time, which averaged at 2.4 hours – far below the global benchmark of 32 hours.
Additionally, we exceeded the typical 12-hour mark for the average first-assign time with our remarkable 7.1-hour response. In terms of overall resolution time, we managed to address issues in just 31.35 hours on average, which is less than the global standard of 32 hours.
We believe that customer satisfaction is crucial for any business, and we strive to provide exceptional customer service that exceeds expectations. We’re proud of our team for their hard work and dedication to achieving this goal, and we’re grateful to our customers for their trust and confidence in us.
Prachi Borhade, our Implementation & Support Manager, put it best: “We’re thankful for every customer we have and are committed to providing the best possible service to each and every one of them. We understand that customer satisfaction is a crucial part of our business, and we will continue to provide exceptional customer service to keep our customers happy.”
We’re honored to receive recognition from Freshdesk, and we’re excited to use these results to establish our customer service goals for the upcoming year. We’re committed to continuously improving our customer service to provide the best experience for our customers.
Thank you for choosing Gorilla Expense as your expense management partner. We’re looking forward to another successful year of exceptional customer service!