Research Report

Detailed Study of Customer Support in 2022

How are customer needs changing today? What are their expectations from customer support teams?

Hiver surveyed 1200+ consumers in the US to arrive at detailed insights on their preferences, likes and dislikes.

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72% of customers leave after
a negative experience

Delivering great customer support is critical for long-term business growth. Yet, consumers are made to wait for long hours for a resolution, transferred between multiple agents, or offered extremely vague answers.

Doing this has a critical business implication - your customers leave.

This report sheds light on the latest customer pain points and how you can overcome them.

The research report dives into
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Support channels that customers use to interact with companies
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What annoys and frustrates customers the most
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How efficient customer support teams are at query resolution
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Critical factors that drive customer trust and loyalty

51%

of customers feel getting support via email is highly time-consuming
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