Customer Support Demand Rises, Shifts to Proactive Revenue-Driving Focus

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New research-based report examines current trends in customer support delivery, offers tangible guidance for B2B customer support and service professionals

Customer Support Transformation: The Guide to Essential Practices and Metrics, the new research-based report by Service Excellence Research Group (ServiceXRG) in collaboration with TeamSupport, examines important trends in customer support delivery and offers tangible guidance for customer support and service professionals to meet growing expectations of both customers and company executives.

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“B2B support demand is growing by almost 11 percent,” acknowledges Melissa Hendrick, Chief Marketing Officer at TeamSupport, an award-winning post-sale B2B customer support software solution provider for technology-enabled companies. “The customer support function traditionally has been reactive and transactional, but it is evolving to be more proactive, helping to strengthen customer relationships.” She goes on, “Customer support is now playing a key role in driving recurring revenues and dramatically reducing churn.”

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“The Customer Support Transformation report highlights the challenges customer support leaders face and offers insights into the practices and metrics companies need to successfully scale support and deliver the level of service customers expect,” said Tom Sweeny, CEO of ServiceXRG, a leading industry research and consulting firm. It outlines ten actionable Support imperatives that customer support leaders must focus on to drive the continued transformation of this function, including:

  • Focusing on delivering positive experiences that retain customer relationships
  • Prioritizing investment in customer support initiatives to reduce demand and to help customers gain greater self-sufficiency
  • Leveraging customer interactions and support case data to identify predictive and preventative opportunities

“Support has always been ready to embrace new ways to improve customer experiences and achieve greater efficiencies,” Sweeny concludes. “This study finds that Support has reached an inflection point where subscription-based relationships, the imperative to drive product adoption, and the perennial challenges of resource constraints and demands for cost efficiency suggest that incremental changes to Support are no longer enough.”

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