Customer support teams are staffed by dedicated professionals

  • 53% say support is a long-term career choice
  • 55% chose customer support because they like helping people
  • 97% find satisfaction in their work although 87% report frustrations
  • 90% of support teams are metric driven, but only 20% feel those metrics correctly represent their performance

Complexity of support systems creates challenges

  • 93% need to use multiple systems to find a solution to a new issue
  • 85% face challenges with their systems  
  • 67% maintain a personal “cheat sheet” to track information

Support teams would benefit from better solutions for finding information

  • 97% report they would benefit from advanced capabilities 
  • Existing enterprise search capabilities are not solving complex systems issues

Published by Squelch, in partnership with Dimensional Research, this white paper captures the motivations, rewards, and frustrations of 300+ customer support agents who work with complex solutions.

INVESTIGATING THE CUSTOMER SUPPORT PERSONA:

A SURVEY OF CUSTOMER SUPPORT PROFESSIONALS

Download the report:

Key findings:

©  Squelch 2018