---
title: "Announcing 'The Intercom Customer Support Trends Report'"
description: "Intercom announced the second edition of its Customer Support Trends Report for 2022, created from a survey of over 1,200 global support leaders across sectors including tech, e-commerce, and finance, which identifies five key trends reshaping the support landscape. These trends include a growing customer expectation gap where 75% of teams saw increased expectations but only 34% feel confident meeting them, increased team burnout with 64% reporting burnout in the past 12 months, and disconnected tech stacks that slow down 47% of teams every week. Additionally, the report reveals that 73% of support teams prioritize empathy but 21% lack the necessary tools, highlighting a critical resource gap. The findings also point to the impact of the Great Resignation and budget cuts on team attrition and morale. The report concludes by urging support teams to adopt modern technology and strategies to provide empathetic service at scale and thrive in 2022."
---

# Announcing 'The Intercom Customer Support Trends Report'

[Intercom](https://yomu.fyi/company/intercom) · Oct 8, 2026

**Type:** Announcement

## Summary

Intercom announced the second edition of its Customer Support Trends Report for 2022, created from a survey of over 1,200 global support leaders across sectors including tech, e-commerce, and finance, which identifies five key trends reshaping the support landscape. These trends include a growing customer expectation gap where 75% of teams saw increased expectations but only 34% feel confident meeting them, increased team burnout with 64% reporting burnout in the past 12 months, and disconnected tech stacks that slow down 47% of teams every week. Additionally, the report reveals that 73% of support teams prioritize empathy but 21% lack the necessary tools, highlighting a critical resource gap. The findings also point to the impact of the Great Resignation and budget cuts on team attrition and morale. The report concludes by urging support teams to adopt modern technology and strategies to provide empathetic service at scale and thrive in 2022.

## Context

The report is the second edition of Intercom’s annual trend analysis, following the 2021 edition that focused on conversational support adoption. It was created from a survey of over 1,200 global support leaders across tech, e-commerce, and finance sectors, conducted amidst ongoing pandemic challenges and the ‘Great Resignation.’ The report aims to help support teams understand and respond to rising customer expectations, burnout, disconnected tools, and empathy gaps.

## Takeaways

- 75% of support teams saw customer expectations increase, but only 34% are confident they can meet them, indicating a significant expectation gap.
- 64% of support leaders report that their teams have experienced burnout over the past 12 months, driven by increased queries and reduced headcount.
- 47% of support teams are slowed down every week due to disconnected tech stacks that are not integrated.

## FAQ

### What percentage of support leaders report team burnout?

64% of support leaders say their teams have felt burned out in the past 12 months, according to the Intercom report. This is attributed to reduced headcount, influx of queries, and the Great Resignation.

### How many support teams are slowed by disconnected tools?

The report found that 47% of support teams are slowed down every week because their tools aren't integrated. This highlights a need for better integrated tech stacks.

### Do support teams have the tools for empathy?

73% of support teams prioritize empathizing with customers, but 21% feel they lack the tools to enable appropriate empathy. The report emphasizes the need for modern technology to fill this gap.

**Tags:** [Customer Support](https://yomu.fyi/topic/customer-support), [Trends](https://yomu.fyi/topic/trends)

- Source: [Intercom](https://www.intercom.com/blog/customer-support-trends-report-2022)
- Source URL: https://www.intercom.com/blog/customer-support-trends-report-2022
- Ingested by Yomu: 2026-10-08T21:01:01.801Z

[Read original post](https://www.intercom.com/blog/customer-support-trends-report-2022)