Service & Support Metrics Survey Results
Supportindustry.com have announced the release of a free white paper
outlining the results of the 2008 Service & Support Metrics Survey.
This annual survey, conducted in February 2008 by Parature and SupportIndustry.com,
was designed to explore the state of enterprise service and support
– current industry trends, future plans, technology adoption,
workforce issues, benchmarking strategies, metrics and other areas.
Respondents were comprised of high-level executives responsible for
a range of internal help desk and external customer-facing functions
and representing vertical sectors across industry.
survey reveals that, while support organizations are evolving processes
and adopting technologies to improve service delivery, they continue
to face significant challenges.
Some of the highlights from this year’s survey include:
Wants a Piece: Every year that the service and support metrics
survey has been conducted, there has been an overarching theme. For
support teams, whether they are serving customers or their own company’s
employees, the pressure is constant. They continue to report that the
demand for their services increased over what they experienced the previous
year. In this survey, three quarters of executives (74.1%) said they
have seen increased demand and use of their services.
Multi-Talented and Multi-Tasking: More than ever, everyone
expects to be able to choose their means of interaction with support
agents. Approximately 43 percent of respondents said that more than
three quarters of their agents handle multiple channels of support including,
phone, email, live chat, and co-browsing to meet the needs of their
Getting it Together: In this year’s survey, more
than half the respondents (56.8%) said they have managed to integrate
at least some of their channels, whether it be at the level of multichannel
queuing, through a single view into multichannel interactions, or via
a common knowledgebase for interactions across channels.
Helping Others Help Themselves: Numerous incentives
such as, cost reduction, customer demand, and the need for a more rounded
services portfolio have driven organizations to fund self-service projects
and strengthen existing offerings over the last few years. Nearly three
quarters (72.6%) of responding executives said they offer access to
a searchable knowledgebase or dynamic FAQ. Nearly 44 percent now offer
clients the ability to submit cases electronically via the Web if they
can’t find their answers in a searchable knowledgebase.
Your Place or Mine: Nearly 40% of the respondents have
entrusted their support technology implementations to Software-as-a-Service
(SaaS) models. The research shows that CRM and other sales and service-related
technologies lead the types of applications driving the on-demand software
market. Of the respondents who don’t currently use a hosted solution,
a third say they likely will within the next year.
get your full copy of the survey results, click
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