2022: The customer support tipping point
Exploring the rapidly evolving customer support landscape
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Today, when the majority of a customer’s interactions with a brand are online, providing fast, personal customer support is more critical than ever.
In this second edition of The Intercom Customer Support Trends Report, Intercom found that the customer support landscape is rapidly evolving.
Intercom's survey of over 1,200 global support leaders across a range of sectors, such as tech, e-commerce and finance, reveals that support teams are facing more pressures than ever before, including:
- A growing customer expectation gap amplified by the global pandemic, including spikes in inbound queries and budget cuts
- Increased team burnout and attrition heightened by reduced headcount, an influx of queries from stressed-out customers, and The Great Resignation
- Being slowed down by disconnected tech stacks
- Lack of modern technology to provide empathetic support at internet scale
Download this report to learn the top five trends disrupting the customer support industry and tips on how to provide world-class support to both customers and your team in the new support landscape.
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