Research Report

The State of Social Support: 2017

TSIA's fifth annual social support survey tracked best practices related to both online communities as well as supporting customers via social media channels.

This report will highlight the survey findings, focused on the top obstacles faced by survey respondents, which include:

  • Insufficient internal resources/staffing model
  • Lack of customer adoption for social programs
  • Technologies and processes not integrated
  • Lack of executive sponsorship/support/buy-in
  • Understanding typical service levels for social support

Social support done right can deliver value for customers as well as cost-effective support and customer insights for technology companies.

Download your copy of the report to get the data and recommendations you need to take your social support program to the next level.


Authored By:

John Ragsdale

VP Research, Technology and Social, TSIA

Publish Date: February 1, 2017


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