Support organizations are being crushed under more customer demands than they can meet. Unless companies find ways to increase support efficiency, they face declining service level performance, increased dissatisfaction, and higher customer churn rates.
ServiceXRG partnered with TeamSupport to conduct a State of Support Study. The recently completed study included a comprehensive survey of Support industry leaders and analysis of data from over 95 million anonymous support interactions.
The State of Support:
- Demand is rising, staffing levels are not.
- If we don’t scale support, we risk losing customers.
- We have made progress but need to work smarter by making Support even more efficient.
Prevention and Efficiency Gains Are Key to Retention and Growth
As companies strive to embrace the future role of Support their primary challenge will be to divest from low value activities and focus on efficient problem resolution, issue prevention, and more effective self-help and automation.
Working Smarter To Increase Customer Support Efficiency
In a recent webinar, Tom Sweeny, CEO and founder of ServiceXRG, and Eric Harrington, Chief Customer Officer at TeamSupport, review the findings from the recently completed State of Support study and offer a roadmap for maximizing support efficiency in the year ahead.