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The state of support services: 2015

The need to deliver the low-effort support experience that customers are demanding

Published July 2015

The results of TSIA’s Support Services Benchmark Survey continue to reveal the hard truths about delivering technical support in 2015. Customers want more options than ever from their support providers and they want to expend less of their own effort in resolving issues. Customers are proving to be more loyal than ever before - if they feel like their support provider is listening to them and addressing their needs. While it sounds deceptively easy - ask them what they want, and give it to them - the reality is much more challenging.