We talk a lot about what good customer service looks like — so to stay honest about it, we publish our own support team’s core numbers in the open. Our team beats the usual industry benchmarks on reply rate, response time, CSAT and more, and we’d rather show the working than claim it.
P.S. We hit these numbers using Brightwell 💪
Last updated 6 hours ago
Our average response time when replying to an inbound chat message during business hours.
Customers expect a live chat reply within about 2m 40s1.
1m 12s
90 day average
Our average response time when replying to an inbound customer email during business hours.
Published benchmarks3 put email reply times somewhere between 12 and 24 hours.
1h 43m 20s
90 day average
CSAT is an industry-standard metric that tracks how satisfied a customer was with the service they received.
Surveys use a five-point scale, and averages above 90% are generally considered exceptional5.
98%
90 day average
Great service is a quality problem before it is a speed problem. Brightwell puts agent and team conversation in one thread, so context never gets re-typed and nobody answers twice — which is how a small team ends up looking fast.
Take your customer service further“Whoever came up with the idea of Brightwell managed to turn the least fun part of my week into something I actually look forward to.”
“I’ve been on Brightwell for a bit over four years now. I’d move house before I’d switch.”
“Brightwell is so good that I genuinely can’t picture running the desk without it.”
“It’s like email, but it finally makes sense.”
“Two weeks in and our first-reply time had already halved. Nobody had to be talked into it.”
Least Effort and Fastest Growth
2022
Top 10 highest CSAT worldwide
2023
Customer Support Software of the Year
2023
Achievement in Customer Satisfaction & Service Team
2024
