Research Report

The State of Social Support: 2015

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

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.


Authored By:

John Ragsdale

VP Research, Technology and Social, TSIA

Publish Date: January 27, 2015


TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Worldwide, Infor Digital Sales, Infor

Experience Our Community

Our thriving community of 35,000 technology and services leaders rely on TSIA insights every day.