The Geckoboard Customer Support Experience Report 2021

Customer support teams are generally understaffed, and report feeling overworked and undervalued—often to the detriment of the customer experience. Workload management proves a struggle. Ticket volume is unpredictable and high churn prevents consistent quality of support. But there’s an opportunity to course correct here. Support teams can improve retention by offering training and advancement, streamline work with tools and automation, and underscore their value by sharing data like Customer Satisfaction Scores.