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IntercomExplainer
Revealing The 3 Customer Service Trends to Act on in 2022
Summary
Klaus 2022 Customer Service Quality Benchmark Report, based on a survey of 300 support leaders, identifies three key trends. First, support teams are measuring impact more than ever: average CSAT rose 14% to 89%, and average NPS increased from 45 to 51; 10% more teams track CSAT, and NPS tracking jumped from 28% to 48%. Second, maintaining quality at scale is the top challenge, with 40% citing reducing repetitive queries; teams use first-party data, chatbots, and automation to deliver personal, fast support while scaling. Third, proactive and self-serve support are growing priorities: 70% plan to invest more in proactive support, and 73% found self-service reduced workload; knowledge bases compound in value over time. The report recommends focusing on the right metrics, collaborating with sales and marketing, and continuously learning and optimizing to elevate support’s business role.
Context
The report surveyed nearly 300 support leaders across software, finance, retail, and education, in partnership with Intercom, Aircall, and Support Driven.
Takeaways
Investing in measuring service quality pays off: average CSAT increased 14% to 89% and average NPS rose from 45 to 51, with 48% of teams now tracking NPS (up from 28%).
Maintaining quality support at scale requires first-party data for personalization, chatbots for instant responses, and automation, as 66% of consumers prioritize their time.
Proactive and self-serve support are growing investments: 70% of companies plan to increase proactive support, and 73% of teams say self-service reduced their workload; knowledge bases compound in value.
FAQ
How can teams improve customer satisfaction scores?
Track CSAT and NPS metrics consistently, as done by the 48% of teams now measuring NPS, and use the insights to coach agents and improve processes. The average CSAT rose 14% to 89% with this focus.
What is the biggest challenge for support teams in 2022?
Maintaining quality support at scale is the top challenge. Teams address it by using first-party data for personalization, deploying chatbots for fast answers, and adopting proactive messaging to get ahead of issues.
Why is self-serve support gaining importance?
It reduces repetitive queries, cited by 40% of leaders as a top challenge. 70% of companies plan to invest more in proactive support, and 73% report that self-service options have reduced their team's workload. Knowledge bases compound value over time.
Source and freshness
- Source
- intercom.com
- Published
- Added to Yomu
Summaries are generated from the original by a language model. Check the original before relying on it.
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