The Geckoboard Customer Support Experience Report 2021

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The customer support experience doesn’t start and end with the support team. This survey of support professionals shows that customer support teams become—and stay—successful with help and recognition at the organizational level. Support is collaborative. When an org helps train support teams and provides proper resources, turnover drops, customer satisfaction goes up, and the teams perform quantitatively better.

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you should read this ebook if...

  • You're looking for data and statistics about customer support teams
  • You work on a customer support team and need supporting evidence for an initiative you'd like to propose
  • You enjoy breakdowns of visual data and analyzing first-hand survey data

about this ebook

Customer support teams are generally understaffed, and report feeling overworked and undervalued—often to the detriment of the customer experience. Workload management proves a struggle. Ticket volume is unpredictable and high churn prevents consistent quality of support. But there’s an opportunity to course correct here. Support teams can improve retention by offering training and advancement, streamline work with tools and automation, and underscore their value by sharing data like Customer Satisfaction Scores.

The customer support experience doesn’t start and end with the support team. This survey of support professionals shows that customer support teams become—and stay—successful with help and recognition at the organizational level. Support is collaborative. When an org helps train support teams and provides proper resources, turnover drops, customer satisfaction goes up, and the teams perform quantitatively better.

The Geckoboard Cu...GeckoboardSurvey ReportThe Geckoboard Customer Support Experience Report 2021Ah, the tried-and-true survey report: a narrow investigation into one particular area, replete with charts, graphs, and infographics for our viewing pleasure. Usually they aren’t very actionable resources, but they’re incredible sources of data. Always check out the sample size of people surveyed and the methodology behind the polling for full context.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.The Geckoboard Cu...GeckoboardSurvey ReportThe Geckoboard Customer Support Experience Report 2021Ah, the tried-and-true survey report: a narrow investigation into one particular area, replete with charts, graphs, and infographics for our viewing pleasure. Usually they aren’t very actionable resources, but they’re incredible sources of data. Always check out the sample size of people surveyed and the methodology behind the polling for full context.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.

Key insights

Customer support teams are generally understaffed, and report feeling overworked and undervalued—often to the detriment of the customer experience. Workload management proves a struggle. Ticket volume is unpredictable and high churn prevents consistent quality of support. But there’s an opportunity to course correct here. Support teams can improve retention by offering training and advancement, streamline work with tools and automation, and underscore their value by sharing data like Customer Satisfaction Scores.

Discuss this free ebook

How can support teams navigate difficult conversations with other teams when a situation already feels fraught, and what’s the best way to support them here as a manager?

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The Geckoboard Customer Support Experience Report 2021
Reviewed by
Mekkie Bansil
3.9
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Value

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Readability

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Actionability

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What we loved:

The key takeaways scattered throughout meant we got more insights for less reading

What we didn't love:

The sample size of 50 Customer Support professionals

Summary:

At first glance, we loved everything about this free ebook on the customer support experience. It has well-organized information, key takeaways in each section, and illustrations that we just can’t help but love.

Unfortunately, a closer look at the data model revealed the entire survey report is based on a survey of a mere 50 Customer Support professionals. Not to say that the sample size renders the insights completely invalid, but it certainly makes us turn a skeptical eye at the charts and graphs.

We would have loved to see this same customer support ebook with less reliance on data and figures and more on anecdotes and case studies.


29 pages
50 people surveyed
Table of Contents
ISBN
979-6243852230

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