Research Report

The State of Social Support: 2015

This report is for Support Services members only

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The results of TSIA’s 2015 Social Support Survey are in, documenting the adoption and maturity of supporting customers via social interactions. While adoption of online support communities is very high, with mature communities demonstrating immense value, interacting with customers via social media channels has yet to become a prevailing practice with enterprise technology firms. According to the survey, 40% of high-tech support organizations are offering some sort of product support via social media channels, down from 46% last year. Companies taking the plunge into the social world are beefing up programs, with service level agreements becoming more common, response times meeting customer expectations, and supported channels expanding. But companies continue to struggle with a number of obstacles, with a lack of internal resources topping the list of challenges for the third year. This report highlights the findings of the survey for both online support communities and supporting customers via popular social media channels.

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